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About the Role

As a member of the IT Corporate Services team, the Client Support Analyst provides first-line Tier 1 IT support to employees and business users. The role is responsible for receiving, prioritizing, documenting, analyzing, and resolving end-user incidents and service requests within established service levels. This role supports IT initiatives and end-user communities across Canada Lands Company locations, including remote and hybrid users.

Responsibilities

• Provide Tier 1 customer support, incident management, issue analysis and problem-solving for all reported IT problems via the IT Support Desk.
• Log incidents, service requests, knowledge articles, resolutions, and escalation details in ServiceNow ITSM, maintaining timely ticket updates.
• Provide one-on-one end-user support and problem resolution through telephone, email, Microsoft Teams, remote support tools, and in-person assistance.
• Prioritize work orders/IT tickets according to severity.
• Analyze and resolve common end-user IT issues, including password resets, Microsoft 365 questions, laptop hardware issues, connectivity problems, standard application support, endpoint security alerts, and suspected phishing or cybersecurity events.
• Recognize and escalate deeper and more complex issues to Tier 2 support analysts.
• Use ServiceNow ticket data to identify trends, recurring issues, and service improvement opportunities.
• Perform in-person, on-site installations, troubleshooting, upgrades, maintenance and repairs of desktop/laptop hardware, printers, multi-function printers, smartphones, tablets, desk telephones and other peripherals.
• Support approved business technology and endpoint equipment used across CLC locations.
• Diagnose and resolve minor wired (LAN) and wireless (Wi-Fi) network connectivity issues.
• Maintenance and troubleshooting of end-user mobile hardware, software, and peripheral devices.
• Assist infrastructure or network support teams with basic connectivity troubleshooting, device setup, cabling coordination, and wireless access point support.
• Test desktop/laptop and other software and hardware to evaluate ease of use and whether product will aid user in performing business tasks.
• Prepare IT purchase orders and confirm physical receipt of goods.
• Administer standard user lifecycle requests, including network accounts, Microsoft 365 accounts, mobile device access, group memberships, application access, and related security permissions.
• Provide end-user guidance and support for Microsoft 365 productivity and collaboration tools.
• Lead informal technical knowledge transfer sessions with end users.
• Provide end user support including the setup, installation, and configuration of desktop, laptop, operating systems, and office productivity software.
• Support endpoint management activities, including patching, software deployment, operating system deployment, device compliance, and hardware and software inventory updates.
• Install, monitor, and support approved endpoint protection tools and ensure endpoint security status is current and compliant.
• Provide first-level triage and escalation support for cybersecurity alerts and user-reported events, including malware, phishing, suspicious email, endpoint protection alerts, and access-related security concerns.

Requirements

• A relevant college diploma or university degree in Information Technology, Computer Science, Computer Engineering, or equivalent experience.
• Minimum of three (3) years of experience in an IT role, including experience with customer service.
• A thorough understanding of personal computing, mobile device support, printers, peripherals, collaboration devices, and related software components is essential.
• A general understanding of networked environments including patch panels, switches, routers, storage arrays, Wi-Fi and other network communications equipment.
• Proficiency with the use of Active Directory, Microsoft Office Suite, Adobe Acrobat/Sign and Windows Operating Systems is required.
• Basic hands-on knowledge of Microsoft 365 administration, Microsoft Entra ID or Active Directory, endpoint management tools, and approved endpoint protection platforms is required.

Skills

• Customer service
• ITIL Foundations Certification
• Active Directory
• Microsoft Office Suite
• Adobe Acrobat/Sign
• Windows Operating Systems
• Microsoft 365 administration
• Microsoft Entra ID
• Endpoint management tools
• Endpoint protection platforms
• Bilingualism in English and French

Location

• 1 University Ave, Suite 1700 Toronto, ON M5J 2P1

Work Type

• Onsite
• Remote
• Hybrid

Experience Level

• 3 years of experience in an IT role

Education Level

• Relevant college diploma or university degree in Information Technology, Computer Science, Computer Engineering, or equivalent experience
• ITIL Foundations Certification

Benefits

• Health
• Dental
• Vision
• Vacation
• Personal days
• Employee Family Assistance Program
• Fitness Allowance
• Pension
• Incentive

About the Company

• Canada Lands Company CLC Limited is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes.

Equal Opportunity

• In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Canada Lands Company is proud to provide employment accommodation during the recruitment, selection and/or assessment processes. Should you require an accommodation, please inform us as soon as possible and we will work with you to meet your accessibility needs.