IT Analyst

Onterris; Guelph; On-site; CAD 47,000 - 50,000; Full time

Job summary

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.

The IT Analyst role, part of the Enterprise Technology team, oversees client computer systems and

Qualifications

• High school diploma or GED is required.
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Responsibilities

• Provide day-to-day IT support for a large enterprise, resolving issues in person, by phone, or email.
• Liaise between IT and local users; document interactions in the ticketing system.
• Assist with desktop, laptop and mobile device setup, maintenance and repairs.
• Manage user accounts, permissions and password resets.
• Troubleshoot LAN and remote networks; follow ITIL-based procedures.
• Escalate complex issues to senior staff and adhere to SLA.
• Participate in training and share knowledge with teammates.
• Ensure security best practices and compliance are observed.
• Support Microsoft 365, Teams and Active Directory environments.

Skills

Customer service

Communication

Windows troubleshooting

Microsoft Office

G Suite / Google Workspace

Basic networking

Ticketing systems

Account management / password resets

Email systems (Outlook, O365)

VPN / Wi-Fi basics

Education

High school diploma

Associate’s degree in CS or IS

ITIL certification

CompTIA A+ / Network+

Tools

Microsoft 365 / Active Directory

VPN

ClickUp / FreshService / ServiceNow / Zendesk

Job description

About Us

At Onterris, we build careers grounded in purpose, responsibility and real-world impact.

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.

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

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)
• 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 escal…
• 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. For US residents, click here to learn more.