IT Support Analyst | 6-Month, Full-Time | Remote, Eastern Canada | IFS Copperleaf Ottawa, Ontario, Canada Information Services

IFS; Eastern Canada; Hybrid; CAD 65,000 - 80,000; Full time

Job summary

IFS is seeking a Remote IT Support Analyst based in Eastern Canada to support global teams working across European time zones. The role focuses on user support for laptops, desktops, and mobile devices, plus administration of accounts and licenses, with opportunities to apply automation and AI to reduce workload and improve the user experience.

You will join a collaborative IT team, contribute to IT projects, and help evolve IT services through automation, while aligning with European business

Qualifications

• Bachelor's degree or diploma in IT preferred.
• Experience providing end-user IT support across multiple platforms.
• Familiarity with AI/automation tools is a plus.

Responsibilities

• Provide world-class IT support for laptops, desktops, and mobile devices across time zones.
• Manage device lifecycle: setup, deployment and refresh; provisioning and licensing for users.
• Assist with onboarding/offboarding and account lifecycle tasks in Microsoft 365, Entra ID, and Intune.
• Identify repetitive tasks and help implement automation/AI to improve ticket handling and efficiency.
• Contribute to IT projects and knowledge sharing to continuously improve IT services.

Skills

Scripting

Education

Degree in Computer Science or IT

Tools

Windows 11

macOS

iOS

Android

Microsoft 365

Entra ID

Intune

PowerShell

Python

Bash

Job description

• Contract

Company Description

IFS is a billion-dollar revenue company with 7000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters-at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we're flexible, we're innovative, and we're focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We're looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we'll help you make your moment. Join Team Purple. Join IFS.

Job Description

This is a remote position, and we are seeking a candidate based in Eastern Canada to provide IT support to our global teams, with a primary focus on users across European time zones. As the role is aligned to European business hours, the regular workday will begin at 7:00 a.m. ET. If you're looking to join a fast-growing, innovative software company, we invite you to apply for our Temporary IT Support Analyst opportunity and become part of our collaborative IT team.

We are looking for an experience professional who can work with users on helpdesk queries while learning to take ownership of more complex processes.

You enjoy building and deploying devices, supporting applications, and have a passion for continuous learning. Beyond daily support, you will contribute to projects that evolve our IT services and processes including opportunities to apply automation and AI to reduce operational load and improve the user experience.
Being busy, interacting with people, solving technical challenges, and a keen desire to "fix things" best describes you in your element. Together as a team, we take on these challenges - every day there's something new!

Key Responsibilities

User Support

• Provide world-class service through support of laptops, desktops, and mobile devices, including Windows 11, macOS, iOS, and Android.
• Support global users across time zones with troubleshooting of connectivity, applications, and systems.
• Manage lifecycle of devices: setup, deployment, and refresh.
• Diagnose and resolve unique issues with applications and operating systems.
• Maintain inventory of devices and ensure accurate tracking.
• Communicate clearly and effectively to help users resolve issues remotely.

IT Administration

• Provision laptops, accounts, applications, and licenses for new and existing users.
• Assist with onboarding and offboarding, ensuring smooth employee transitions.
• Manage accounts and identities in Microsoft 365, Entra ID (Azure AD), Intune, and related platforms.
• Support event and issue monitoring, management, and response.
• Document support procedures and contribute to improving knowledge sharing.

Automation & AI Enablement

• Identify repetitive IT tasks and collaborate with the team to create automation scripts or workflows.
• Explore and help implement AI-assisted tools that improve ticket handling, self-service, and IT process efficiency.
• Assist with the rollout of LLM-based solutions within the IT department and more broadly across the organization, supporting adoption and best practices.
• Participate in process mapping to help streamline IT operations.

IT Projects

• Collaborate on infrastructure, networking, security, and cloud integration projects.
• Contribute to upgrades, integrations, and the rollout of new tools (e.g., collaboration systems, meeting room solutions, security tools).
• Provide input into continuous improvement initiatives that enhance IT service delivery.

Qualifications

About You:

You love to understand how things work and how to make things better. You're curious about IT operations and excited by the idea of not only helping people solve problems but also finding ways to improve and automate the processes behind them. You enjoy working with people, translating technical challenges into clear solutions, and exploring how AI and automation can reduce repetitive work while improving the user experience. If that sounds like you, this is the environment where you'll thrive.

Desired Skills & Background

The following capabilities will support success in this role:

Educational Background

A degree or diploma in Computer Science, Information Technology, or a related field, or an equivalent combination of education and relevant work experience is preferred

Foundational Knowledge or Exposure To:

• Supporting operating systems (Windows 11, macOS, Linux) and basic networking concepts.
• Providing end-user support: troubleshooting applications, accounts, and connectivity.
• Application management, including provisioning, licensing, and account lifecycle tasks.
• Scripting or programming (e.g., PowerShell, Python, Bash) for automating repetitive tasks.
• AI-assisted tools or workflow automation that can reduce manual IT workload.
• Monitoring, logging, or event management practices used in IT operations.
• Security awareness and the importance of following established IT processes.
• Documenting troubleshooting steps and sharing knowledge with the team.
• Strong communication and interpersonal skills to support a global, hybrid workforce.

Additional Information

What We’re Offering

• Salary Range:$65,000 - $80,000CAD annually

Use of Artificial Intelligence in Recruitment
As part of our recruitment process, we may use automated tools, including artificial intelligence, to help screen and assess applications based on job-related criteria such as skills, experience, and qualifications.
These tools do not make hiring decisions. All employment decisions are reviewed and made by members of our hiring team.

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.

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