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About the Role
The Client Support Analyst provides Tier 1 IT support to employees across Canada Lands Company locations. This role is responsible for resolving end-user incidents and service requests, managing hardware and software, and escalating complex technical or security issues to Tier 2 teams.
Responsibilities
- Provide Tier 1 customer support, incident management, and problem-solving via the IT Support Desk.
- Log incidents, service requests, and resolutions in ServiceNow ITSM.
- Prioritize IT tickets based on severity.
- Resolve end-user issues including password resets, Microsoft 365 questions, hardware problems, and connectivity issues.
- Escalate complex technical issues to Tier 2 support.
- Identify trends and service improvement opportunities using ticket data.
- Perform on-site installation, maintenance, and repair of hardware including laptops, printers, and mobile devices.
- Diagnose and resolve minor wired and wireless network connectivity issues.
- Assist infrastructure teams with device setup and on-site connectivity troubleshooting.
- Prepare IT purchase orders and confirm receipt of goods.
- Administer user lifecycle requests including account creation and security permissions.
- Provide guidance on Microsoft 365 productivity and collaboration tools.
- Support endpoint management activities such as patching and software deployment.
- Monitor endpoint protection tools and triage cybersecurity alerts.
Requirements
- College diploma or university degree in IT, Computer Science, or Computer Engineering, or equivalent experience.
- Minimum of three years of experience in an IT role with customer service focus.
- Thorough understanding of personal computing, mobile devices, printers, and peripherals.
- General understanding of networked environments including switches, routers, and Wi-Fi.
- Proficiency with Active Directory, Microsoft Office Suite, Adobe Acrobat/Sign, and Windows OS.
- Basic hands-on knowledge of Microsoft 365 administration, Microsoft Entra ID, and endpoint management tools.
- Working towards or holding an appropriate Microsoft designation.
Skills
- IT Service Management (ServiceNow)
- Tier 1 IT Support
- Hardware Troubleshooting
- Microsoft 365 Administration
- Active Directory
- Microsoft Entra ID
- Network Connectivity Troubleshooting
- Endpoint Security Management
- Customer Service
Location
- 1 University Ave, Suite 1700, Toronto, ON, M5J 2P1
Work Type
- Full-time
Experience Level
- Minimum of 3 years
Education Level
- College diploma or university degree in Information Technology, Computer Science, or Computer Engineering
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Vacation
- Personal days
- Employee Family Assistance Program
- Fitness Allowance
- Pension
- Incentive
About the Company
- Canada Lands Company (CLC) is a self-financing federal Crown corporation that specializes in real estate and development.
Equal Opportunity
- Canada Lands Company CLC Limited is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes.
- Provides employment accommodation during the recruitment, selection, and assessment processes in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code.