IT Support Analyst I

QISG; Ontario; On-site; CAD 70,000 - 85,000; Full time

Job summary

A leading IT services company is seeking an IT Support Analyst at an entry to mid-level. This full-time, on-site role involves troubleshooting IT issues, managing devices, and providing customer-focused support. Candidates should have at least 3 years of experience and relevant education in IT, with a salary range of $70K-$85K.

Qualifications

• Minimum 3 years of IT support experience in a corporate environment.
• Hands-on experience with hardware from HP, Dell, or Lenovo.
• Required certifications: CompTIA A+ and ITIL Foundations.

Responsibilities

• Troubleshoot desktop, software, and hardware issues.
• Maintain accurate records of hardware assignments.
• Deliver high-quality IT support focused on customer service.

Skills

Customer service focus

Analytical skills

Problem-solving ability

Education

Associate degree in Computer Science or IT

Bachelor's degree in a relevant field

Tools

Active Directory

Office 365

SCCM

Intune

Ticketing systems

Job description

IT Support Analyst (Entry- to Mid-Level)

Position Summary:
This is an entry- to mid-level position ideal for professionals with a solid foundation in IT support who are looking to grow their technical and customer service skills in a dynamic environment. The IT Support Analyst provides technical support across the organization, ensuring timely resolution of IT issues, managing company devices, and supporting onboarding/offboarding processes. The role requires hands-on troubleshooting, strong documentation practices, and a customer-focused mindset.

This is a full-time, onsite position in our Houston, TX headquarters.

Qualifications

Required Education and Experience

• Minimum 3 years of IT support experience, including at least 1 year in a corporate Information Systems environment

• Associate degree in Computer Science, Information Technology, or a related field

• Hands-on experience with HP, Dell, or Lenovo hardware

• Familiarity with:

  • Microsoft SCCM, Intune (preferred), Active Directory, Office 365

  • VPN connectivity, mobile broadband (5G)

  • ITSM and asset management platforms

  • Printer/MFD support

• Experience contributing to IT knowledge bases

Preferred Education and Experience

• Bachelor's degree in a relevant field

• Experience in a customer-facing support or service role

Certifications

• Required:

  • CompTIA A+

  • ITIL Foundations

• Preferred:

  • MCITP

  • MCDST

  • HDI Desktop Support Technician

Technical Skills

• Operating Systems: Advanced imaging and troubleshooting

• Cloud/Client-Server Applications: Intermediate proficiency

• Mobile & Browser Applications: Intermediate to advanced proficiency

• Tools: Active Directory, Office 365, SCCM, Intune, VPN, ticketing systems

Soft Skills & Physical Requirements

• Strong customer service focus and communication skills

• Analytical and problem-solving ability

• Able to lift and move IT hardware (monitors, computers, printers)

• Familiarity with ITIL methodologies and service desk best practices

• Adaptability to support diverse issues in fast-paced environments

Travel Requirements

• Required Travel: Yes

• Estimated Travel Time: Up to 30%

Key Responsibilities

Incident Management

• Troubleshoot and resolve desktop, software, and hardware issues across corporate and rugged devices

• Provide break/fix support: reimaging, installations/removals, hardware swaps

• Escalate complex issues as appropriate

• Offer executive-level and after-hours support as needed

Asset Lifecycle & Inventory Management

• Maintain accurate records of hardware assignments, location, and status

• Support asset reconciliation, inventory audits, and refresh initiatives

Client Support & Relationship Management

• Deliver high-quality IT support with a focus on customer service

• Advocate for business needs within the IT organization

• Act as liaison between end users and technical teams

System Imaging & Configuration

• Image laptops using SCCM or Intune

• Install and configure end-user software
• Update technical documentation and support guides

Salary Ranges from: 70K-85K