IT Analyst

LE044 Onterris Canada Inc.; Guelph; On-site; CAD 47,000 - 50,000; Full time

Job summary

Onterris Canada Inc. is seeking an IT Analyst to oversee client computer systems and serve as first-line support. You will handle tickets, resolve issues, and escalate as needed, with a compensation range of CAD 34–36 per hour, commensurate with experience.

The role requires 1–2 years of IT support experience, strong customer service, and the ability to travel to satellite offices as needed. Onterris emphasizes growth and ongoing training in a collaborative environment.

Qualifications

• Associate’s degree in computer science or information systems.
• ITIL certification (Support Certification) such as CompTIA A+, Network+.
• 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 ticketing systems (ClickUp, FreshService, ServiceNow, Zendesk).

Responsibilities

• Provides day-to-day general support for a large enterprise to deliver technical support to customers, resolve technical issues, and escalating 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.

Skills

Customer service

Communication

Windows OS troubleshooting

Ticketing systems

Cross-functional collaboration

Account management

Outlook/Microsoft 365

VPN knowledge

Education

Associate’s degree in computer science or information systems

ITIL certification (e.g., ITIL, CompTIA A+, Network+)

Tools

ClickUp

FreshService

ServiceNow

Zendesk

Microsoft Office

Google G-Suite

Active Directory

Job description

About Us At Onterris, we build careers grounded in purpose, responsibility and real-world impact. “For Planet and Progress” is our north star that guides everything we do. We believe environmental responsibility and human progress are interconnected, interwoven and international. Our scientists, engineers, field teams, consultants and professionals collaborate across disciplines and geographies, guiding industries and governments, ensuring that communities and environments thrive. When you join us, you’re not just forging a career, you’re joining a movement. A movement for better thinking, smarter solutions and lasting impact. Together, we will advance our way of life and protect the integrity of our environment every step of the way.

A Day in the Life

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 escalating 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.

Your Expertise and Skills

• 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)
• Familiarity with core IT concepts such as: 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 elevate 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.

PREFERRED QUALIFICATIONS

• 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)

WORK ENVIRONMENT/SCHEDULE

Required to be onsite with some flexibility. After hours\weekend support maybe required. Working hours 8am-5pm

GROWTH AND DEVELOPEMENT

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.

Onterris is a leading global environmental solutions company partnering with organizations to solve complex challenges where environmental pressures, regulatory expectations and operational risks intersect. Guided by our mission to advance the way of life without compromising the integrity of our environment, we believe environmental responsibility and human progress are fundamentally connected. Our scientists, engineers, field teams and consultants apply systems thinking that unites science, data and practical expertise to deliver solutions that strengthen our clients’ resilience, mitigate risk and protect the air, water and soil that sustain communities, while uncovering responsible paths forward for planet and progress.

For more information, visit www.onterris.com.

We are an equal opportunity employer and encourage applications from people of all backgrounds. We acknowledge that these experiences and perspectives help to enrich our teams and contribute to our ongoing success. We are committed to providing access and reasonable accommodation in our employment for all applicants.

At Onterris, we take on complex challenges with purpose and momentum, alongside teams that lead with integrity, deliver together, and invest in your growth.

“Working with inspiring coworkers and clients across the globe over the past five years has been incredibly rewarding. Their passion motivates me to improve our client experience and work that I deliver.” - Erin Peck, Emissions Services

“There are not many places where a toxicologist can be boots‑on‑the-ground at an environmental emergency one day and deep in a human health risk assessment or litigation the next, but this company is one of them, and honestly, that breadth is what makes me love the work. We are a team of scientists with a broad range of talents and experiences who genuinely take the mission to heart, because protecting people and communities from chemical hazards is not abstract here; it is exactly why we show up every day. The culture reflects that shared commitment in the best way: collaborative, rigorous, and truly motivated by the impact we make together.” - Andre Richardson, Consulting

“I knew my position here would be more than just a job. Every day is a new, exciting challenge to solve, and I get to go home knowing that the work I am doing is having a positive impact on the world.” - J Esteves, R&D