Analyst, IT Support

TRANS-NORTHERN PIPELINES; Richmond Hill; Hybrid; CAD 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid work policy

Defined Benefit pension

Savings plan with company matching

Annual incentive program

Generous vacation days

Job summary

Trans-Northern Pipelines Inc. is seeking an Analyst, IT Support to serve as a key contact for employees, providing hands-on technical support while contributing to IT projects and security initiatives.

You will report to the Manager, Information Technology and collaborate with the IT team to deliver reliable solutions in a hybrid work setup. The role requires 3 years of experience, Windows and M365 proficiency, and a post-secondary IT qualification.

Qualifications

• Minimum 3 years of technical support experience with diagnostic and resolution skills.
• Hands-on experience with Windows, Microsoft 365, hardware, peripherals, and mobile devices.
• Post-secondary diploma or degree in IT or equivalent education.
• Experience using an IT service management or ticketing system.
• Sociable, customer-focused, and able to document and communicate clearly.

Responsibilities

• Provide hands-on technical support to employees and resolve issues promptly.
• Triage, troubleshoot, and document hardware, software, and connectivity problems.
• Configure and support IT equipment; manage asset inventory.
• Collaborate on IT projects, security initiatives, and process improvements.
• Create user guides and training materials; assist with onboarding.
• Support phishing and cybersecurity incident responses as needed.
• Maintain accurate records and project documentation.

Skills

Technical support

Windows

Microsoft 365

IT hardware

Mobile devices

Customer service

Documentation

Education

Post-secondary IT diploma/degree

Tools

Zscaler

NinjaOne

VoIP systems

Microsoft Intune

ITIL

Job description

Trans-Northern Pipelines Inc. (Trans-Northern) operates regulated pipelines to safely transport the refined petroleum products (gasoline, diesel, aviation, and heating fuel) used by Canadian businesses and consumers every day. These pipelines connect refineries in Edmonton to Calgary, including the Calgary International Airport; and refineries in Nanticoke, Ont., and Montreal to the Greater Toronto Area (GTA), with lateral pipelines to Ottawa as well as to Pearson International Airport and Pierre-Elliot Trudeau International Airport. We are committed to operating in a safe and environmentally responsible manner to protect the public, the environment, and the pipelines.

WHAT’S IN IT FOR YOU?

We take pride in being a Canadian organization that fosters a community of dedicated, collaborative, and safety-minded professionals. The company is backed by three major shareholders, all of whom are Fortune 500 companies and prominent leaders in the North American oil and gas industry.

As a purpose-driven company, we understand the importance of supporting the communities in which we operate. In addition to our flexible work environment, Trans-Northern provides fulfilling opportunities for personal growth, learning, and contribution. We make safety a way of life, as it’s embedded in our culture and the way we work. With a philosophy that no job is so important, no task so urgent that it cannot be completed safely the right way, every day. Joining our team means being part of an environment where you are valued, respected, and supported. Explore our commitments and community investments to learn more.

POSITION SUMMARY:

Solve problems. Support people. Improve technology.

If you’re an IT professional who enjoys solving problems, helping people, and finding better ways to use technology, this could be the opportunity for you. As Analyst, IT Support, you’ll be a key point of contact for employees, providing hands‑on technical support while also contributing to IT projects, technology initiatives, security, and continuous improvement.

Reporting to the Manager, Information Technology, you’ll work closely with the Senior Analyst, IT Systems Support and the broader IT team to troubleshoot issues, support users, test new technologies, and help deliver reliable solutions that meet the needs of the business.

KEY RESPONSIBILITIES:

• Monitor the IT Help mailbox and phone line, responding promptly to user requests and providing timely technical support.
• Triage, prioritize, troubleshoot, and resolve issues involving hardware, software, peripherals, and IT services.
• Set up, configure, deploy, replace, and support computers, monitors, printers, and other IT equipment in accordance with established standards.
• Manage IT equipment requests, including assignment, tracking, replacement, return, and inventory records.
• Gather information and elevate complex or unresolved issues to the appropriate IT team member, providing the details required for timely resolution.
• Identify user needs and develop or update documentation, training materials, and user guidance.
• Support the planning, implementation, testing, and completion of IT projects and technology initiatives.
• Collaborate with IT team members, business stakeholders, and vendors to support project objectives and deliver effective solutions.
• Research and evaluate IT products, applications, services, and emerging technologies, providing recommendations based on business needs.
• Test new technologies and solutions, document results, and identify issues, risks, and opportunities for improvement.
• Contribute to continuous improvement of IT services, processes, and solutions to improve efficiency and the user experience.
• Maintain project documentation, user communications, and related administrative records.
• Support IT asset management and system access in accordance with operational requirements, policies, and security controls.
• Monitor and respond to reported phishing attempts and potential cybersecurity incidents, escalating concerns and supporting appropriate mitigation.
• Identify potential IT vulnerabilities, risks, and threats and assist with implementing appropriate mitigation measures.

QUALIFICATIONS:

Must-haves (minimum requirements):

• 3 years of experience providing technical support, with demonstrated ability to independently diagnose, troubleshoot, and resolve a range of technical issues.
• Hands‑on experience supporting Windows, Microsoft 365, computer hardware, peripherals, printers and mobile devices.
• Post‑secondary diploma or degree in Information Technology, Computer Science, Computer Systems Technology, or equivalent education.
• Experience using an IT service management or ticketing system to manage and track user requests.
• Strong troubleshooting, analytical and problem‑solving skills to resolve network and connectivity issues, with the ability to prioritize issues and determine when escalation is required.
• Strong customer service and communication skills, with the ability to explain technical information clearly to users.
• Highly organized and able to manage multiple priorities while maintaining accurate documentation and records.
• Solid understanding of computer systems, mobile devices, peripherals, and related technologies
• Alignment with our values of safety above all else, respect, trust, results focused, decisiveness, and lifelong learning.

Preference for:

• Working knowledge of office productivity and IT support tools, including Zscaler, NinjaOne, VoIP systems, remote‑support solutions and cloud computing.
• Familiarity with Microsoft Intune, ITIL/service management practices and cybersecurity principles.

WORKING CONDITIONS AND OTHER IMPORTANT INFORMATION:

• Trans-Northern offers a flexible work policy that allows for hybrid or remote work arrangements. This role requires the employee to work 1 to 2 days per week in the office.
• This position is based out of the Richmond Hill office, located at 310-45 Vogell Road.
• Hours of work are a regular 35‑hour work week, Monday to Friday, with the potential for extended work hours and on‑call support based on business needs.
• A valid driver’s licence as occasional travel to other locations may be required.
• Collaborating with exceptional teammates to make a positive impact.
• Competitive base salary and an annual incentive program with a pay for performance philosophy.
• Rewarding Defined Benefit pension and Savings Plan with a matching component.
• Comprehensive time‑off policy offering a generous allocation of vacation days, as well as additional company‑designated and flexible days off.

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We appreciate the interest of all applicants. As an equal opportunity employer, we encourage applications from qualified individuals and are committed to providing a diverse and inclusive work environment where every employee feels valued and respected. Accessibility accommodations are available upon request.

Please note that only applicants closely matching the skills, qualifications, and requirements for available positions will be contacted for further follow-up and potential interviews.