IT Support Analyst – First Level Technical Support

About the role

We are looking for an IT Support Analyst to join our Service Desk team. The role provides first‑level technical assistance for a range of applications, hardware and network services, ensuring smooth daily operations for our users.

Key responsibilities

• Respond to user inquiries via phone, live chat and email for incidents involving applications, networks, platforms and servers.
• Provide technical support for computers, mobility devices, voice, network connectivity and software applications.
• Set up, image and deploy PCs for new employees and deliver standard training on equipment usage.
• Assign users and computers in Active Directory and perform workstation hardware and software upgrades.
• Troubleshoot and resolve hardware, connection and software issues, coordinating with vendors for repairs.
• Monitor and remove viruses, spyware and unauthorized software.
• Maintain local hardware inventory, network devices, print servers and install or upgrade network equipment as needed.
• Report server issues to networking teams and assist in troubleshooting.
• Support software licensing reconciliation, vendor coordination for cabling, HVAC, phone systems and other IT facilities maintenance.
• Participate in remediation projects, OS and hardware upgrades, and post‑deployment desktop management.

Required profile

• Associate degree in Information Systems, Business or a related field, or equivalent experience.
• Experience providing first‑level IT support in a corporate environment.

Required skills

• Microsoft Windows operating system
• Microsoft Office Suite
• Active Directory administration
• PC imaging and deployment tools
• Hardware troubleshooting and repair coordination
• Network connectivity troubleshooting
• Virus and spyware detection and removal
• Printer, scanner and multi‑function device setup
• Basic server software maintenance
• Asset management and license reconciliation