IT Support Analyst - Toronto (Onsite)

Welltower™ Inc. (NYSE:WELL); Toronto; On-site; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive Base Salary + Annual Bonus

Generous Paid Time Off and Holidays

Employee Stock Purchase Program

Employer-matching 401(k) Program

Tuition Assistance Program

Comprehensive Medical/Dental/Vision options

Job summary

Welltower™ Inc. is seeking an IT Support professional in Toronto, Ontario to provide Tier 1 and Tier 2 technical support to employees and executives. Responsibilities include resolving IT issues, managing Active Directory, and using Jira for ticket management.

The ideal candidate has 3-5 years of experience in a corporate environment and must be proficient in various technologies including Microsoft Office 365 and Jira Service Management. The position offers a competitive salary, comprehensive benefits, and a commitment to diversity.

Qualifications

• Minimum 3-5 years of IT support experience in a corporate environment.
• Proven experience supporting C-level executives and handling sensitive information.
• Ability to communicate complex technical information clearly.

Responsibilities

• Provide Tier 1 and Tier 2 technical support via various channels.
• Utilize Jira to track and resolve support requests.
• Diagnose and resolve hardware, software, and network issues.
• Manage Active Directory and Group Policy.
• Assist with the deployment of new technologies.

Skills

Technical support

Customer service

Active Directory

Windows 10 and 11

Microsoft Office 365

Jira Service Management

Mobile Device Management

Remote access technologies

Video conferencing platforms

Email security

Education

Bachelor’s degree in information technology or Computer Science

Tools

Jira Service Management

Microsoft Teams

Zscaler VPN

OKTA

Job description

Key Responsibilities

• Provide prompt and effective Tier 1 and Tier 2 technical support to employees and executives via phone, email, and in-person interactions.
• Utilize the Jira Service Management ticketing system to track, manage, and resolve support requests, ensuring timely updates and communication with end-users.
• Diagnose and resolve hardware, software, and network issues efficiently to minimize downtime.
• Maintain a high level of professionalism and deliver exceptional customer service in all interactions.
• Communicate complex technical information clearly and effectively to both technical and non-technical audiences.
• Build positive relationships with end-users by demonstrating patience, empathy, and a customer-focused attitude.
• Identify recurring issues and implement solutions to prevent future occurrences.
• Participate in continuous improvement initiatives to enhance IT support services and processes.
• Stay current with emerging technologies and industry best practices to proactively recommend improvements.
• Manage and administer Active Directory, Group Policy, Office 365, and Exchange Online.
• Configure and manage endpoints using desktop and mobile device management tools.
• Assist with patch management and endpoint security measures.
• Collaborate on IT projects, contributing ideas and expertise to support successful implementation.
• Assist in the deployment of new technologies, including research, testing, documentation, and training.
• Take full ownership of assigned tasks and see them through with minimal supervision.
• Ensure compliance with company IT policies, security protocols, and best practices.
• Demonstrate reliability and accountability in all aspects of work.
• Perform all other duties as assigned.

Travel

Some out-of-area and overnight travel will be required.

Minimum Requirements

Education: Bachelor’s degree in information technology, Computer Science, or a related field preferred; equivalent work experience will be considered.

Experience: Minimum 3-5 years of IT support experience in a corporate environment. Proven experience supporting C-level executives and handling sensitive information with discretion. The ideal candidate will have experience with the following technologies:

• Jira Service Management Ticketing System
• Windows 10 and 11 operating systems
• Hardware support for laptops, desktops, printers, and peripherals
• Mobile Device Management (MDM) for iOS devices (iPhones and iPads)
• Microsoft Office 365 services, including OneDrive for Business and Exchange Online
• Okta Single Sign-On (SSO) and identity management solutions
• Active Directory and Group Policy administration
• Remote access technologies such as Zscaler VPN
• Video conferencing platforms (Microsoft Teams)
• Email security and filtering solutions like Mimecast or similar services
• Operating system imaging and deployment tools

Preferred Certifications

• CompTIA A+, Network+, Security+
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Microsoft Certified: Azure Fundamentals
• ITIL Foundation Certification

Employment is contingent upon the successful completion of a background check, drug screening, and verification of employment, education, and other credentials relevant to the position.

Benefits

• Competitive Base Salary + Annual Bonus
• Generous Paid Time Off and Holidays
• Employee Stock Purchase Program – purchase shares at a 15% discount
• Employer-matching 401(k) Program + Profit Sharing Program
• Student Debt Program – we’ll contribute up to $10,000 towards your student loans
• Tuition Assistance Program
• Comprehensive and progressive Medical/Dental/Vision options
• Professional Growth

Welltower is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. EOE/AA. Minority/Female/Sexual Orientation/Gender Identity/Disability/Vet