Technical Support Analyst

Come help build the future, where our work makes the world work!

SUMMARY

Reporting to the Manager, IT the Technical Support Analyst will provide technical support to maintain the company's IT infrastructure across remote and local office environments.

PRIMARY SCOPE OF ROLE

• Troubleshooting issues, setting up equipment, and providing user support, with periodic travel to various office sites
• Install, modify, and repair computer hardware, software, and peripherals.
• Perform hardware and/or software relocation and reconfiguration as needed.
• Diagnose and resolve technical issues with approved diagnostic tools.
• Prepare requisitions for IT-related hardware and software purchases.
• Provide support for Microsoft Office 365 suite of products, including setup, troubleshooting, and management.
• Perform onboarding and offboarding tasks, including account creation and deactivation in Active Directory.
• Support other core infrastructure services such as Active Directory, DNS, DHCP, and file services.
• Deploy and manage mobile devices, including configuration and troubleshooting.
• Monitor the ticket system to identify and implement preventive actions.

SPECIFIC DUTIES

• Record and document incidents following ITIL best practices.
• Prioritize and execute issue resolutions promptly.
• Provide technical support to end users.
• Set and communicate realistic follow-up timelines.
• Respond to calls and emails within established Key Performance Indicators (KPIs).
• Participate in on-call responsibilities as needed.
• Document network infrastructure changes.
• Create and maintain Standard Operating Procedures (SOPs).
• Continuously monitor select hardware, software, and network resources.
• Travel to various office locations (up to 20%).

POSITION REQUIREMENTS

• Associate’s or Bachelor’s degree in IT, Computer Science, or a related field.
• 3-5 years of technical support experience.
• CompTIA A+, Network + or equivalent certification preferred.
• Proficiency in Windows and macOS operating systems.
• Experience with remote support and diagnostic tools.
• Strong understanding of networking fundamentals.
• Awareness of cybersecurity best practices.
• Experience with Microsoft Office 365 suite of products.
• Knowledge of Active Directory, DNS, DHCP, and file services.
• Experience with MDM tools
• Ability to lift 25 pounds of technical equipment.
• Ability to perform tasks that require working at medium heights (e.g., accessing server racks, installing network equipment) safely and efficiently.
• Ability to connect and interact with people to seek different perspectives.
• Superb communication and interpersonal skills
• Strong ability to effectively prioritize and manage multiple competing priorities.
• Demonstrate versatility and resourceful in overcoming business challenges.

WHAT WE OFFER

• Expected Base Salary: $65,000 - $70,000 per year. The actual base salary will depend on several factors including experience, qualifications, internal equity, work location and market expectations.
• Annual performance-based bonus.
• Comprehensive group benefits program.
• Retirement savings program.
• Career growth and advancement opportunities.

Disclaimers

Artificial Intelligence (AI) Disclosure: We may use AI-enabled tools to support certain aspects of our recruitment process, including application screening and recruitment administration. AI-generated insights or recommendations are used to assist our hiring teams and are not the sole basis for employment decisions. All hiring decisions are reviewed and made by human decision-makers.

Vacancy Status: This posting is for an existing job vacancy.

GIP does not accept unsolicited resumes from external recruiters or agencies. We only work with approved partners directly engaged by our Human Resources team for specific searches. Unsolicited submissions will not be eligible for placement fees.

We thank you for your interest. Only those selected for an interview will be contacted.

Green Infrastructure Partners Inc. “GIP”, is an equal opportunity employer and encourages women, Indigenous peoples, persons with disabilities and members of visible minorities to apply. We seek to hire individuals with diverse characteristics, backgrounds and perspectives.

We believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences. GIP will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.