Job Summary

We are seeking an IT Support Analyst with 1–2 years of experience to provide reliable day-to-day technical support to employees. The successful candidate will help resolve user issues, prepare and maintain workplace devices, and support routine Microsoft 365 activities by following established IT procedures and company policies. This is a hands-on support role with opportunities to develop technical skills and take on additional responsibilities over time.

Responsibilities

- Support day-to-day Microsoft 365 user administration, including setting up and updating user accounts, assigning approved licenses, assisting with password resets, and resolving common Microsoft 365 sign-in and application issues.
- Assist with Microsoft Entra ID user account support and multi-factor authentication (MFA), including helping employees register authentication methods and troubleshooting common access and sign-in problems.
- Create and manage security groups and distribution groups within Azure Entra AD to facilitate secure access and efficient communication.
- Support Microsoft Intune activities, including enrolling company devices, installing and deploying approved applications, checking device information, and troubleshooting device enrollment or application installation issues.
- Provide technical support for Windows 11 laptops and desktops by investigating and resolving operating system, login, software, update, and performance issues.
- Set up and troubleshoot laptops, desktop computers, printers, monitors, docking stations, and other workplace equipment to support employees with their daily work.
- Investigate common connectivity issues involving wired and wireless networks, VPN, DNS, and DHCP, and escalate issues requiring network-level changes to the appropriate IT team member.
- Assist employees with SharePoint Online and OneDrive access, file sharing, synchronization, and permission-related requests, following existing access approvals and company procedures.
- Maintain and update SharePoint team sites by contributing and adapting content to reflect current procedures and documentation.
- Follow established IT security practices, help employees with MFA and password-related requests, recognize suspicious emails or activity, and report potential security concerns through the appropriate channels.




- Ensure compliance with industry security standards (CSAE 3416) as part of the IT team.
- Maintain accurate IT asset and inventory records, including equipment allocation, returns, replacements, and updates to assigned laptops, desktops, and accessories.
- Assist with employee onboarding and offboarding IT tasks, including preparing equipment, setting up or disabling accounts as instructed, applying approved access and licenses, and tracking the return of company assets.
- Use PowerShell commands and straightforward scripts to support routine information gathering and troubleshooting, where appropriate and authorized.
- Familiarity with Microsoft Power Platform, including Power Automate for workflow automation, Power Apps for application development, and Power BI for data visualization and reporting.
- Prepare clear troubleshooting notes, maintain documentation, and communicate technical information and progress updates to employees and IT colleagues.
- Assist with workplace network and desk setup activities, including checking cable connections, connecting peripherals, and reporting issues with switches, routers, or related equipment.
- Maintain documentation for common IT procedures, user issues, device configurations, and troubleshooting steps so that support information remains accurate and accessible.
- Respond to employee requests involving Microsoft 365 and workplace technology, aiming for timely, courteous support and satisfactory resolution.
- Conduct regular monthly audits of the Azure Entra AD environment to ensure accurate user reconciliation and identify any discrepancies.
- Record, update, and follow assigned service tickets through to resolution, escalating issues when required and following the organization’s support procedures.

In addition to above, it will be beneficial to have knowledge of the following skills
- Familiarity with Microsoft Purview Admin Center, including DLP policies,



sensitivity labels, data protection, and retention policies.
- Knowledge of Microsoft Defender Admin Center, including security alerts, threat monitoring, endpoint protection, and security policies.
- Understanding of Exchange Online Admin Center, including mail flow rules, email security policies, message tracing, and mailbox management.
- Familiarity with Microsoft Teams Admin Center, including meeting policies, messaging policies, external access, and troubleshooting.
- Familiarity with UniFi firewall and network switch management, including firewall rules, VLAN configuration, network monitoring, port management, and troubleshooting network connectivity issues.

Academic Requirements:

- Bachelor's degree in information technology, computer science, or similar.
- 1–2 years of experience in an IT helpdesk, desktop support, or similar technical support role.

Technical Expertise Requirements

- Working knowledge of Windows 11, Microsoft 365 applications, and common workplace IT support tasks.
- Experience supporting Microsoft 365, Exchange Online, SharePoint Online, OneDrive, and Microsoft Entra ID user-related issues.
- Familiarity with device enrollment, application installation, and support tasks in Microsoft Intune is an asset.
- Experience troubleshooting Wi-Fi, wired network connectivity, VPN, DNS, and DHCP issues.
- Microsoft certifications such as SC-900, MD-102, and SC-300 are preferred and will be considered an asset.

Soft Skills & Work Ethic Requirements

- Excellent organizational and time-management skills
- Excellent communication skills, with the ability to work across all levels of the organization.
- Strong analytical and problem-solving abilities.
- Ability to maintain confidentiality and manage sensitive information responsibly.
- Self-motivated, adaptable, and capable of working independently and in a team.
- Passion for technology, innovation, and continuous learning.

Job Type: Full-time

Pay: $50,000.00-$55,000.00 per year

Benefits

- Dental care
- Disability insurance
- Paid time off
- Vision care

Application question(s):
- Do you have work authorization to work in Canada for at least two years?

Experience:
- IT support: 2 years (preferred)

Work Location: In person

📌 IT Support Analyst (Mississauga)
🏢 Novamodus Solutions
📍 Mississauga