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About the Role
As a Client Services Analyst at Meridian, you will provide hands-on technical support for end-user devices, applications, peripherals, collaboration tools, and workplace technology across Meridian's branch and corporate environments. This role serves as the primary support resource for incidents and service requests escalated from the Service Desk that require deskside assistance, advanced troubleshooting, device support, or onsite intervention. The role supports the delivery of reliable, responsive, and member-focused IT services while ensuring a positive end-user experience and adherence to established service, security, and operational standards. This position provides an excellent opportunity to develop technical expertise in endpoint management, enterprise support practices, asset management processes, workplace technologies, and customer service excellence while contributing to the overall effectiveness and reliability of Meridian's technology services.
Responsibilities
- Resolve assigned end user incidents and service requests related to laptops, desktops, monitors, printers, mobile devices, collaboration tools, and standard business applications.
- Provide remote and on-site troubleshooting support for branch and corporate users, escalating complex issues to senior End User Computing team members when required.
- Record troubleshooting steps, resolutions, asset updates, and user communications accurately in ServiceNow to support knowledge sharing and service continuity.
- Support EUC projects and technology refresh activities by preparing devices, validating configurations, coordinating user appointments, and completing assigned implementation tasks.
- Assist senior team members with project documentation, status tracking, testing, and user communications to help ensure work is completed accurately and on schedule.
- Assist with the packaging, testing, and deployment of approved applications, updates, and endpoint configuration changes under established procedures.
- Monitor assigned deployment tasks, validate successful installation where required, and escalate issues that may impact users or service availability.
- Follow documented release and change processes to support reliable delivery of endpoint software and configuration updates.
- Support endpoint vulnerability remediation activities by identifying assigned devices, applying approved updates, and confirming remediation steps have been completed.
- Assist with patching, software updates, and device compliance tasks using approved tools and procedures.
- Escalate security or compliance concerns to senior EUC and cybersecurity team members for review and resolution.
- Maintain accurate notes regarding remediation actions, affected assets, and user follow-up activities.
- Provide on-site support at Meridian corporate offices and other assigned locations, assisting employees with hardware, software, peripheral, meeting room, and connectivity issues.
- Prepare, deploy, replace, ship, receive, and troubleshoot end user equipment in alignment with IT asset management and support procedures.
- Assist with support for executives, meeting rooms, and high-priority users as assigned, ensuring issues are handled professionally and escalated appropriately.
- Provide clear guidance to users on standard tools, device use, and basic troubleshooting steps to reduce repeat incidents and improve the user experience.
- Coordinate with approved vendors and internal teams for hardware repair, warranty service, shipping, receiving, and equipment replacement activities.
- Follow established procurement, asset, and vendor engagement processes while escalating service concerns to senior team members or management.
- Identify recurring issues, documentation gaps, and opportunities to improve end user support processes, sharing recommendations with senior team members and management.
- Contribute to knowledge articles, support checklists, and standard operating procedures for common EUC tasks.
- Participate in team discussions to support consistent use of ServiceNow, Intune, SCCM, and related endpoint management tools.
- Support approved change activities by completing assigned tasks, testing steps, and implementation notes as directed.
Requirements
- Foundational knowledge of troubleshooting end user systems, peripherals, mobile devices, collaboration tools, and standard software applications.
- Strong customer service, communication, and interpersonal skills with the ability to support users professionally and patiently.
- Ability to follow documented procedures, manage assigned work, prioritize competing requests, and escalate issues appropriately.
- Working knowledge of Windows11, Microsoft 365, Teams, printers, laptops, mobile devices, and common enterprise endpoint technologies.
- Exposure to or willingness to learn Intune, SCCM, Azure Active Directory, ServiceNow, endpoint configuration, and device compliance processes.
- Basic understanding of IT asset management practices, including device assignment, return, replacement, shipping, receiving, and inventory accuracy.
- Ability to document support actions clearly and contribute to knowledge articles and support documentation.
- Demonstrated willingness to learn new technologies, accept coaching, and develop technical capability within the End User Computing function.
- Comfort learning and adopting new digital tools, with an openness to using AI‑enabled technology to enhance productivity, accuracy, and the Member experience.
- Post-secondary education in Information Technology, Computer Science, or a related field, or an equivalent combination of education and relevant experience.
- Experience supporting Windows devices, Microsoft 365 applications, printers, mobile devices, and common workplace technologies is preferred.
- Willingness and ability to provide occasional support outside regular business hours when required for planned work, incidents, or business needs.
- Ability to travel to Meridian corporate or branch locations as required to support end user technology needs.
Skills
- Windows11
- Microsoft 365
- Teams
- Printers
- Laptops
- Mobile devices
- Endpoint management
- Enterprise support practices
- Asset management
- Workplace technologies
- Customer service
- ServiceNow
- Intune
- SCCM
- Azure Active Directory
- AI-enabled technology
- Microsoft Power Platform
- Microsoft Copilot
Location
- Toronto Corporate Office
- St. Catharines office
Work Type
- On-site
- Hybrid
Experience Level
- 3 to 5 years of experience in IT support, service desk, desktop support, end user computing, or a related technical support role.
Education Level
- Post-secondary education in Information Technology, Computer Science, or a related field, or an equivalent combination of education and relevant experience.
- ITIL Foundation, Microsoft, CompTIA A+, or other relevant technical certifications are considered an asset.
Salary/Compensations
- $52,000.00 to $78,000.00 CAD
Benefits
- Inclusive and collaborative working environment that encourages teamwork, creativity, curiosity, and celebrates success.
- Tools and technology needed to delight your candidates and clients.
- Opportunity to work with and learn from diverse industry leaders and colleagues.
- Hybrid work arrangements with in-person office time to collaborate, innovate, and build relationships with your colleagues.
- Not your typical “corporate” job.
About the Company
- At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities.
- We believe that our greatest opportunity is to create opportunity and meet people where they are.
- We want you to grow with us and have an experience that’s different.
- This is a place where you can expect the unexpected.
- We're not just adapting to the future—we’re shaping it.
- We see talent as a catalyst for sustainable growth, community impact, and future-readiness.
- As the financial landscape evolves, we’re looking for team members who bring embedding & leveraging technology, critical thinking, data driven insights, curiosity & flexibility.
Equal Opportunity
- Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.