IT Analyst at Onterris in CAN-Ontario-Guelph

Job description

• As a key member of the Enterprise Technology team, the IT Analyst will be responsible for overseeing the client computer systems and serving as the first line of support as tickets come into the ticketing portal. You’ll need at least 1 year of relevant experience of delivering technical support to customers, resolving technical issues, and escalating issues as appropriate and welcome the opportunity to make an impact from day one.
• The compensation range for this role is $34 to $36 CAD, commensurate with experience, skills, and geographic location.

Responsibilities

• Provides day-to-day general support for a large enterprise to deliver technical support to customers, resolve technical issues, and escalate issues as appropriate.
• Communicates effectively with employees at all levels within the organization, and act as a liaison between the Information Technology (IT) team and local users.
• Provides IT assistance and support for incoming queries and issues related to computer systems, software, hardware, and licensing.
• Diagnoses and resolves technical issues in-person, via phone, and through email correspondence while maintaining detailed records and documentation.
• Responds to all assigned tickets via the Company’s internal ticketing system to ensure internal customers are assisted in a timely and professional manner, while escalating issues that require additional expertise and/or signoff.
• Installs, deploys, and repairs desktops, laptops, and mobile devices to users.
• Creates and terminates user accounts as needed, in accordance with ITIL and internal narratives.
• Performs preventative maintenance on workstations, printers, and equipment to ensure efficiency.
• Learns and trains others on company applications and software to address and triage software-related user issues as they arise.
• Develops and maintains internal training guides for users on the installation, modification and/or repair of equipment (e.g. laptops, PCs, desk phones, cell phones).
• Resolves technical problems with Local Area Networks (LAN) and remote networks.
• Maintains environment by adhering to company policies, Service Level Agreements (SLA), industry best practices, and regulatory policies as required.
• Observe problem trends, document and bring to attention of senior staff for planned remediation.
• Exercises safe work practices by following all Company safety rules and OSHA regulations, including attendance at all required safety training programs.
• Participates in Company’s continuous improvement programs and provide support to team efforts.
• Keeps up-to-date and current on industry trends by completing formal training, reviewing professional publications, and attending professional workshops.
• Performs other duties as assigned.

Requirements

• These requirements reflect the knowledge, skills and abilities that help you do your best work here.
• High school diploma/GED
• 1-2 years of relevant work experience in Information Technology role(s)
• Strong customer service and communication skills (verbal and written)
• Password resets and account management
• Email systems (e.g., Outlook, Microsoft 365)
• Basic networking (Wi‑Fi connectivity, VPN access)
• Willingness and ability to travel to satellite offices.
• Well versed in Windows OS troubleshooting of any issue that can arise.
• Proficient with Microsoft Office software, Google G-Suite and/or PC programs
• Ability to interface with cross-functional teams and all levels of personnel/management.
• Ability to follow documented procedures and escalate issues appropriately.
• Comfortable working with ticketing systems and knowledge bases
• Reliable time management and ability to prioritize multiple requests.
• Able to lift up to 30 pounds.
• Ability to demonstrate patience and active listening when working with end users, translating complex technical concepts into clear, approachable language for non-technical audiences.
• Associate’s degree in computer science or information systems from an accredited university.
• ITIL certification
• Support Certification (CompTIA A+, Network+, etc.)
• Experience supporting Microsoft 365, Teams, or Active Directory
• Exposure to mobile device support (iOS, Android)
• Basic understanding of cybersecurity best practices (phishing awareness, MFA)
• Experience with Enterprise level ticketing systems (ClickUp, FreshService, ServiceNow, or Zendesk)

Skills

Required

• Able to lift up to 30 pounds.

Preferred

• ITIL certification

Benefits

• We invest in our people. From industry certifications and formal training to hands-on mentorship and career pathing, we are committed to helping every team member grow, both technically and professionally