Level 2 IT Support Analyst

Job Type: Contract

Contract Duration: 6 Months

Pay Rate: $25-$30/hr T4

Location: Downtown Toronto, ON (Onsite)

About the Role

We are seeking a Level 2 IT Support Analyst to provide hands-on technical support in a fast-paced enterprise workplace. The successful candidate will be responsible for troubleshooting complex user issues, managing tickets through resolution, supporting Microsoft technologies, and delivering an excellent end-user experience.

Responsibilities

- Provide Level 2 technical support for desktops, laptops, mobile devices, printers, and peripherals.
- Troubleshoot and resolve Microsoft 365 related issues including Outlook, Teams, SharePoint, OneDrive, and Exchange Online.
- Manage incidents and service requests through the full ticket lifecycle, ensuring SLA compliance.
- Support and administer Active Directory, Entra ID, user accounts, groups, permissions, and MFA.
- Deploy, manage, and troubleshoot devices using Microsoft Intune.
- Perform software installations, hardware replacements, device imaging, and endpoint deployments.
- Troubleshoot network connectivity issues including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
- Support onboarding, offboarding,



and user provisioning activities.
- Document issues, resolutions, and knowledge base articles within the ITSM platform.
- Escalate complex issues where required while maintaining ownership through closure.

What You'll Need to Succeed

- 3+ years of Level 2 IT Support experience.
- Strong experience supporting Microsoft 365 environments.
- Hands-on experience with Microsoft Intune.
- Experience with Active Directory and Entra ID administration.
- Experience using ITSM tools such as ServiceNow, Jira, or similar ticketing systems.
- Strong troubleshooting experience across Windows 10/11 environments.
- Knowledge of TCP/IP, DNS, DHCP, VPN, and networking fundamentals.
- Experience managing incidents, service requests, and SLA-driven support environments.
- Excellent communication and customer service skills.
- Ability to work independently and manage multiple priorities.

Nice to Have

- SCCM / MECM experience.
- Microsoft Defender for Endpoint.
- PowerShell scripting.
- ITIL Foundation certification.
- Azure administration experience.

📌 Information Technology Support Specialist (Toronto)
🏢 Hays
📍 Toronto