DMS iTech is a Managed Services Provider (MSP) dedicated to delivering comprehensive, turn-key IT solutions. We specialize in designing, implementing, and supporting infrastructure and related services.Job DescriptionWe are seeking a proactiveIT Support Analystto join our growing team of IT professionals. This role is perfect for someone eager to develop their skills, provide excellent technical support, and contribute to a dynamic IT environment.Position Title: Support AnalystCompensation: Salaried (commensurate with skills and experience) – $45,000 – $60,000 per yearStatus: Full-TimeHours: 40 hours/week, Monday to FridayLocation: Edmonton, Alberta (with remote work flexibility)As an integral member of the Information Systems team, the Support Analyst is responsible for providing first and second-level technical support to internal and external customers, ensuring reliable operation of end-user computing environments, applications, and core IT infrastructure and services. If you havebetween 1-3 years of relevant IT support experience, strong communication skills, and a passion for delivering excellent customer service, we want to hear from you! This is a full-time, Edmonton-based position with opportunities for remote work, requiring occasional travel to client sites.The Support Analyst will support and interact with the following technologies and environments:Microsoft Windows desktop and laptop environments (Windows Professional 10/11)Active Directory and user account administrationRemote Desktop and virtualized environmentsClient/server-based applicationsNetworking concepts (LAN/WAN, TCP/IP, Wi-Fi)Environment and task automation and scripting (PowerShell)Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) toolsDell, HP, Lenovo, and similar end-user hardware platformsResponsibilities, Duties and TasksReporting to the Vice President and working with minimal supervision, key responsibilities include, but are not limited to:User Support & Customer ServiceProvide first and second-level technical support to users in person, remotely, and electronicallyRespond to incidents and service requests in a timely and professional mannerTranslate technical concepts into clear,



understandable language for usersDeliver a high-level of customer service and maintain positive working relationshipsDiagnose and resolve hardware, software, application, and connectivity issuesTroubleshoot client devices, printers, and peripheral equipmentSupport Microsoft Office applications and other business-critical softwareEscalate complex or unresolved issues to senior technical staff as requiredUser Account & Systems AdministrationCreate, modify, and maintain user accounts in Active Directory and Microsoft 365Perform password resets, access provisioning, and group managementAssist with onboarding and offboarding of usersSupport basic server and network-related tasks under directionHardware & Software DeploymentConfigure, image, and deploy desktops, laptops, and mobile devicesInstall, configure, and upgrade software and operating systemsCoordinate hardware replacements and upgradesEnsure client systems are patched and compliant with standardsDocumentation & Knowledge ManagementDocument incidents, service requests, resolutions, and proceduresMaintain accurate logs and records for future referenceContribute to internal knowledge base and support documentationProvide guidance and basic training to users on systems and applicationsAssist users in adopting best practices and preventing repeat issuesProvide backup support for other Information Systems team membersParticipate in internal and external projects as assignedCollaborate with colleagues to meet departmental goalsWorkplace Safety & CompliancePromote workplace safety and maintain a safe and secure working environmentComply with all company safety policies, procedures, and regulationsOther DutiesPerform other related duties as requiredConfidentialityThis position is privileged and has access to sensitive and confidential information.



Disclosure of such information to unauthorized individuals will not be tolerated, as it compromises privacy laws and breaches organizational trust.QualificationsNote: An equivalent combination of education and experience will be considered.EducationDiploma from a recognized post-secondary institution in Computer Science, Information Technology, or a related field, or equivalent experienceExperienceMinimum of 1-3 years of experience in an IT support or service desk roleExperience supporting end-user hardware, software, and Microsoft environmentsKnowledgeStrong understanding of computer systems and operating systemsProficiency with Microsoft Office and Microsoft 365Basic understanding of networking conceptsExperience in a manufacturing or industrial environment is an assetSkillsStrong interpersonal and customer service skillsExcellent verbal and written communication skillsStrong organizational and time management abilitiesAnalytical and problem-solving skillsTechnical documentation and note-taking skillsAbilitiesExplain technical concepts in clear, non-technical languageWork independently with minimal supervisionCollaborate effectively within a team environmentDemonstrate sound judgment and ethical decision-makingRemain calm and skilled in high-pressure situationsSelf-motivated, detail-oriented, and results-drivenAdditional PayCompany eventsDental careDisability insuranceDiscounted or free foodEmployee assistance programExtended health careLife insuranceOn-site parkingPaid time offRRSP matchWellness programWork from homeFrench not requiredScheduleMonday to FridayAbility to Commute/RelocateEdmonton, AB T5V 1J4: reliably commute or plan to relocate before starting work (required)StatusOnly applicants with Canadian permanent residency or citizenship will be considered.If you’re a motivated IT support professional eager to expand your skills and grow within a energetic company while supporting a diverse client base, apply today!How To ApplyPlease submit your resume and cover letter to [email protected] with the subject:“Support Analyst” .Only candidates selected for an interview will be contacted. Please do not call or email the office after submitting your application.#J-18808-Ljbffr

📌 Support Analyst - $45,000 - $60,000 A Year (Toronto)
🏢 DMS iTech
📍 Toronto