IT Support Analyst

Department: Information Technology

Reports To: Josh Harrington, Director of Information Security & Technology

Mode: On-site work with a flexible hybrid model (minimum 4 days a week).

Location: 351 King St E, Toronto, Canada

As an IT Support Analyst, you will be the first point of contact for technical support, ensuring smooth IT operations for internal employees. Your role involves troubleshooting hardware, software, and network issues, escalating complex cases, and maintaining support documentation. You’ll provide hands-on assistance in person and remotely while delivering exceptional customer service. This position requires strong technical knowledge, problem-solving abilities, and excellent communication skills to interpret and respond effectively to user needs.

Contact:

Chengeer Lee - Principal Talent Acquisition Partner & Coach

Responsibilities:

• Provide first-line IT support via video conference, ticketing system, email, phone, and in person.
• Diagnose and resolve hardware, software, and network issues, escalating as needed.
• Set up and configure new devices, including laptops, mobile phones, network equipment, and printers.
• Manage user accounts, software access, and permissions.
• Monitor and maintain IT services such as Microsoft Office, Teams, and other enterprise applications.
• Ensure timely resolution of support requests while meeting service level agreements (SLAs).
• Conduct routine system checks and basic maintenance tasks.
• Support IT asset management, tracking and maintaining inventory of hardware and software.
• Assist with the deployment and configuration of network devices and peripherals.
• Collaborate with the Infrastructure team on projects and initiatives.
• Provide clear, user-friendly explanations to non-technical employees.
• Educate employees on IT best practices and security protocols.
• Follow up with users to ensure issues are resolved satisfactorily.

Requirements:

• Degree in Information Technology, Computer Science, or a related field (or equivalent technical certifications).
• 1-3 years of experience in a helpdesk or technical support role.
• Proficiency in Windows and macOS operating systems.
• Basic understanding of networking concepts and protocols.
• Experience with IT hardware, software, and remote support tools.
• Familiarity with IT ticketing systems and troubleshooting methodologies.
• Strong problem-solving and troubleshooting abilities.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively in a team.
• Highly organized, detail-oriented, and capable of handling multiple tasks.
• Ability to recognize patterns across multiple IT issues for proactive problem resolution.

Preferred Certifications (Nice to have but not required)

• CompTIA A+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation

What’s in It for You?

• Join a Canadian Tech Unicorn – Be part of a successful, homegrown fintech leader headquartered in Toronto, shaping the future of audit and financial technology on a global scale.
• Work with Top-Performing Teams – Collaborate with high-calibre, driven professionals, including C-level executives and industry leaders, in an environment that values innovation, execution, and excellence.
• Incredible Downtown Toronto Office – Work in one of the best office spaces in the city, fostering collaboration, creativity, and a strong team culture.
• Hands-On Experience & Ownership – Go beyond traditional IT support—get involved in building and optimizing IT infrastructure, driving innovation, and shaping the future of enterprise technology.
• Mentorship from Industry Experts – Learn from and be mentored by top IT leaders, including Josh Harrington, gaining invaluable insights and career growth opportunities.
• Be a Builder, Not Just a Support Role – Play a key role in an evolving IT landscape, contributing to strategic projects that push the boundaries of IT excellence.
• Exposure to a Global Organization – Support high-impact operations for a sophisticated, multinational company, gaining experience that transcends borders and industries.
• Career Growth & Future-Ready Skills – Develop expertise in enterprise IT, security, and infrastructure, positioning yourself for future leadership roles in tech.
• This is more than just an IT support role—it’s an opportunity to be part of something bigger, make a real impact, and grow in a high-performance environment.