IT Systems Analyst - Onsite Support & Troubleshooting Lead

Ippolito-Group-; Burlington; On-site; CAD 55,000 - 65,000; Full time

Benefits offered by this job

In Office

Job summary

Ippolito-Group- in Burlington, ON, seeks an IT Support Specialist to be the primary contact for technical issues and service requests. You will manage tickets, troubleshoot problems, and document resolutions while setting up and maintaining desktops, laptops, and mobile devices.

You will assist with onboarding/offboarding, Microsoft 365, Active Directory, networks, servers, and other business applications, coordinating with vendors as needed.

Qualifications

• 1-3 years of IT support or systems experience.
• Post-secondary education in computer science, information technology, or related field, or equivalent experience.
• Hands-on experience supporting Windows devices, workplace hardware, Microsoft 365, user accounts, applications, and basic networks.
• Strong troubleshooting, organization, communication, and customer-service skills.
• Ability to work independently in a stand-alone role and take ownership.
• Flexible, team-oriented approach and willingness to pitch in.
• Comfort working in office with changing priorities.
• Experience with ticketing systems, mobile device support, Azure/cloud, SQL, PowerShell, or ITIL is an asset.

Responsibilities

• Act as the primary first point of contact for technical issues and service requests.
• Manage support tickets, troubleshoot problems, document resolutions, and follow issues through to completion.
• Set up, maintain, and support desktops, laptops, mobile devices, printers, scanners, software, user accounts, and workplace technology.
• Support onboarding and offboarding activities, including hardware, software, and access setup.
• Assist with Microsoft 365, Active Directory, networks, servers, telephony, security systems, and other business applications.
• Coordinate with external vendors and internal stakeholders when additional expertise is required.
• Maintain clear support documentation, user guides, process maps, and training materials.
• Contribute to IT projects and adapt as priorities change.
• Participate in occasional after-hours or on-call support when needed.

Skills

Troubleshooting

Organizational skills

Communication

Customer service

Ticketing systems

Azure or cloud

SQL

PowerShell

ITIL practices

Independent work

Education

Post-secondary education in computer science or IT

Tools

Microsoft 365

Active Directory

Windows devices support

Azure

SQL

PowerShell

Job description

Ippolito-Group- in Burlington, ON, seeks an IT Support Specialist to be the primary contact for technical issues and service requests. You will manage tickets, troubleshoot problems, and document resolutions while setting up and maintaining desktops, laptops, and mobile devices.

You will assist with onboarding/offboarding, Microsoft 365, Active Directory, networks, servers, and other business applications, coordinating with vendors as needed.