Skills

Communication ServiceNow Microsoft 365 Customer Service Networking Effective Communication Windows Active Directory

Job Specifications

Job Title: IT Support Analyst (Junior / Systems Administrator Level)

Location: Hybrid - 2 days onsite / 3 days remote (Toronto, ON)

Duration: Approximately 66 business days

Hours: 7.25 hours/day, 5 days/week

Position Overview:

We are seeking a proactive IT Support Analyst to serve as the first point of contact for all IT-related issues and requests. This role involves providing technical support to end-users, resolving incidents, and ensuring timely and effective communication. The successful candidate will work closely with other IT teams to escalate and resolve complex issues, contributing to operational efficiency and excellent user satisfaction.

Key Responsibilities:

Provide first-level technical support via phone, email, chat, and ticketing system.
Diagnose and resolve hardware, software, and network issues.
Log, track, and manage incidents and service requests using ITSM tools.
Escalate unresolved issues to appropriate support teams.
Assist with onboarding/offboarding, including account setup and equipment provisioning.
Maintain documentation of procedures, known issues, and solutions.
Monitor system alerts and respond to outages or performance issues.
Support remote users with VPN, virtual desktops, and mobile device management.
Participate in continuous improvement initiatives and contribute to knowledge base articles.

Qualifications & Must-Haves:

Diploma or degree in Information Technology, Computer Science, or related field.
1-3 years of experience providing first-level technical support in a help desk or IT support role.
Strong knowledge of Windows OS, Microsoft 365, Active Directory, and basic networking.
Experience with ITSM platforms (ServiceNow preferred).
Excellent communication and customer service skills.
Ability to prioritize tasks and work effectively under pressure in a fast-paced environment.
ITIL Foundation certification is an asset.

Working Conditions:

Hybrid schedule: 2 days onsite, 3 days remote.

About the Company

Pride Global is a minority-owned integrated human capital solutions & advisory firm headquartered in New York with operating companies throughout the United States, United Kingdom, Ireland, Netherlands, Canada, India, Brazil, Philippines, and Singapore. The Pride Global network of companies focuses on a diverse array of human resources solutions including managed services, vendor management, payroll programs, business process optimization, and staffing for both direct hire and contingent labor. Pride Global companies incl... Know more