IT Support Analyst

IT Support Analyst

Job Category:

Information Technology (IT)

Requisition Number:

CNDCO001262

ing Details ed: May 27, 2026 Full-Time On-site Locations Showing 1 location ICT Canada Head Office Edmonton, AB, CAN Job Details Description Summary Under the supervision of the IT Manager, the IT Support Analyst plays a key role within the IT department by providing high-quality support to the organization's technology users. This role includes a broad range of responsibilities, such as hardware and software support, troubleshooting, and system maintenance. Job Scope and Responsibilities Provide technical support to employees and customers via phone, email, or in person. Accurately diagnose and resolve hardware and software issues across various devices, including desktops, laptops, and mobile devices. Install, configure, and maintain hardware and software, including printers, scanners, and other peripherals. Monitor and ensure the smooth operation of computer systems and networks. Identify issues requiring advanced support and escalate them to appropriate IT personnel. Maintain accurate records of IT assets and assist with inventory management. Contribute to IT-related projects as needed. Job Qualifications Associate degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. At least 1 year of experience in a help desk or technical support role is preferred. Strong knowledge of Microsoft operating systems and applications, particularly Microsoft 365. At least 1 year of experience in Microsoft 365 administration. At least 1 year of experience with Active Directory and Azure domain services. At least 1 year of experience supporting iOS devices (iPhone and iPad). Experience supporting peripherals such as scanners, printers, and plotters. Basic understanding of networking technologies and protocols, including TCP/IP, DNS, DHCP, VPNs, VLANs, and firewall management. Demonstrated ability to troubleshoot and resolve hardware and software issues effectively. Strong communication and customer service skills, with the ability to explain technical concepts in clear, non-technical terms. Ability to work independently, prioritize tasks effectively, and manage time in a fast-paced environment. Willingness to travel occasionally to other offices within the USA. Ability to lift up to 50 lbs. Previous Experience with the Following is an Asset (but not required): Experience with virtualization software (e.g., VMware). Familiarity with backup tools and processes (e.g., Commvault, Veeam, Spanning). Experience with SQL database administration or support. Knowledge of analytics tools such as Tableau. Familiarity with CRM and ERP systems. Experience with firewall technologies, particularly Fortinet firewalls, switches, and access points. Basic understanding of Linux servers. Experience using ticket management systems. Familiarity with ManageEngine software suite. Experience with hardware imaging tools (e.g., Acronis, MDT, SCCM, ManageEngine). Knowledge of VoIP phone systems.