Key Responsibilities

- Provide prompt and effective Tier 1 and Tier 2 technical support to employees and executives via phone, email, and in-person interactions.
- Utilize the Jira Service Management ticketing system to track, manage, and resolve support requests, ensuring timely updates and communication with end-users.
- Diagnose and resolve hardware, software, and network issues efficiently to minimize downtime.
- Maintain a high level of professionalism and deliver exceptional customer service in all interactions.
- Communicate complex technical information clearly and effectively to both technical and non-technical audiences.
- Build positive relationships with end-users by demonstrating patience, empathy, and a customer-focused attitude.
- Identify recurring issues and implement solutions to prevent future occurrences.
- Participate in continuous improvement initiatives to enhance IT support services and processes.
- Stay current with emerging technologies and industry best practices to proactively recommend improvements.
- Manage and administer Active Directory, Group Policy, Office 365, and Exchange Online.
- Configure and manage endpoints using desktop and mobile device management tools.
- Assist with patch management and endpoint security measures.
- Collaborate on IT projects, contributing ideas and expertise to support successful implementation.
- Assist in the deployment of new technologies, including research, testing, documentation, and training.
- Take full ownership of assigned tasks and see them through with minimal supervision.
- Ensure compliance with company IT policies, security protocols, and best practices.
- Demonstrate reliability and accountability in all aspects of work.
- Perform all other duties as assigned.

Travel

Some out-of-area and overnight travel will be required.

Minimum Requirements

Education: Bachelor’s degree in information technology, Computer Science,



or a related field preferred; equivalent work experience will be considered.

Experience: Minimum 3-5 years of IT support experience in a corporate environment. Proven experience supporting C-level executives and handling sensitive information with discretion. The ideal candidate will have experience with the following technologies:

- Jira Service Management Ticketing System
- Windows 10 and 11 operating systems
- Hardware support for laptops, desktops, printers, and peripherals
- Mobile Device Management (MDM) for iOS devices (iPhones and iPads)
- Microsoft Office 365 services, including OneDrive for Business and Exchange Online
- Okta Single Sign-On (SSO) and identity management solutions
- Active Directory and Group Policy administration
- Remote access technologies such as Zscaler VPN
- Video conferencing platforms (Microsoft Teams)
- Email security and filtering solutions like Mimecast or similar services
- Operating system imaging and deployment tools

Preferred Certifications

- CompTIA A+, Network+, Security+
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- Microsoft Certified: Azure Fundamentals
- ITIL Foundation Certification

Employment is contingent upon the successful completion of a background check, drug screening, and verification of employment, education, and other credentials relevant to the position.

Benefits

- Competitive Base Salary + Annual Bonus
- Generous Paid Time Off and Holidays
- Employee Stock Purchase Program – purchase shares at a 15% discount
- Employer-matching 401(k) Program + Profit Sharing Program
- Student Debt Program – we’ll contribute up to $10,000 towards your student loans
- Tuition Assistance Program
- Comprehensive and progressive Medical/Dental/Vision options
- Professional Growth

Welltower is committed to leveraging the talent of a diverse workforce to create excellent opportunities for our business and our people. EOE/AA. Minority/Female/Sexual Orientation/Gender Identity/Disability/Vet

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📌 IT Support Analyst - Toronto (Onsite)
🏢 Welltower Inc. (NYSE:WELL)
📍 Toronto