IT Support Analyst

HighlightTA; Barrie; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A technology services provider is seeking an IT Support Analyst in Barrie, Ontario. This role involves managing Help Desk operations and providing excellent client support through both remote and on-site interactions. Ideal candidates will have strong communication skills and a detail-oriented mindset, alongside experience in Office 365 and networking. The position offers competitive compensation and comprehensive benefits, with a hybrid working schedule.

Benefits

Competitive compensation

Comprehensive benefits (dental, vision, health insurance)

Generous paid time off

Flexible work-from-home options

Qualifications

• Advanced proficiency in Office 365.
• Strong documentation habits, ideally with IT Glue experience.
• Proven ability to operate independently on-site.

Responsibilities

• Own and manage service desk operations.
• Troubleshoot and resolve client issues end-to-end.
• Communicate effectively with clients for positive experiences.

Skills

Strong communication skills

Detail-oriented

Problem-solving

Organizational skills

Adaptability

Education

Certifications such as CompTIA A+, Network+, Microsoft 365 Certified

Tools

RMM tools (e.g., N-able)

Office 365

Windows Server

Networking equipment

Virtualization (VMware, Azure AD)

Job description

We’re supporting a growing technology services provider in the search for an IT Support Analyst to take ownership of Help Desk operations and deliver exceptional client support.

In this role, you’ll be the first line of response for incoming tickets and client calls, ensuring issues are resolved quickly, thoroughly, and with clear documentation. You’ll work both remotely and on-site in Barrie and the surrounding areas, handling a wide range of technical issues across Office 365, Windows Server, networking, and business applications.

This is an ideal opportunity for a detail-oriented IT professional who thrives on solving problems, enjoys working directly with clients, and is excited about improving systems and processes to prevent future issues.

Key Responsibilities

• Own the service desk: manage tickets, documentation, and KPIs with accountability.

• Troubleshoot and resolve issues end-to-end, both remotely and on-site.

• Handle urgent, unscheduled client visits when needed.

• Communicate clearly with clients, ensuring a positive experience and resolution they understand.

• Manage a steady daily ticket flow (typically 10–20), solving most issues independently.

• Identify recurring problems and contribute to improving checklists, tools, and processes.

What You Bring

Key Requirements

• Based in or near Barrie, ON, with a valid driver’s license and access to a car for client visits.

• Strong communication skills, comfortable handling live client calls and non-technical users.

• Strong documentation habits, ideally with experience using tools like IT Glue.

• Highly organized, detail-oriented, and able to follow instructions carefully.

• Proven ability to operate independently on-site with minimal supervision.

• Professional demeanor and adaptability in various client environments.

• Skilled at navigating unclear problems and turning them into actionable solutions.

Technical Experience

• Advanced proficiency in Office 365 (Exchange, Teams, SharePoint, Intune) – a major part of this role.

• Windows Server (AD, DNS, upgrades)

• Networking (routers, switches, firewalls)

• Virtualization (VMware, Azure AD)

• Remote access setups (VPNs, virtual desktops)

• RMM tools (e.g., N-able)

• Troubleshooting applications like QuickBooks, Sage, etc.

• VoIP platforms (e.g., RingCentral, 3CX)

• PC imaging and OS upgrades (Windows 10/11)

• Basic scripting (PowerShell, Bash) for automation

• MDM platforms and mobile device provisioning

Certifications & Education

• Certifications such as CompTIA A+, Network+, or Microsoft 365 Certified are a plus but not required.

Schedule & Work Environment

• Full-time, Monday to Friday

• Hybrid: ~70% remote, ~30% on-site in Barrie and surrounding areas

What’s Offered

• Competitive compensation based on experience

• Comprehensive benefits including dental, vision, extended health, and life insurance

• Generous paid time off to recharge

• Flexible work-from-home options when not on-site

About HighlightTA

This confidential opportunity is presented by HighlightTA, your on-demand talent team. We make hiring easy with flexible, on-demand talent solutions. We partner with startups and scale-ups to embed talent partners, lead recruitment projects, and manage full talent functions. Our data-driven approach ensures fast hiring and access to top-tier talent, while flexible terms help you save time and reduce costs.

Connect with us and learn more: HighlightTA on LinkedIn