Support Analyst

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Support Analyst based in Canada.

• Provide first-level technical support to employees by troubleshooting and resolving issues involving custom applications, computer hardware, software, operating systems, network connectivity, printers, and audio/video equipment.
• Handle incoming phone calls and email tickets in a high-volume service desk environment, working toward resolving at least 85% of incidents during the first contact.
• Deliver timely, accurate, and secure technical assistance while maintaining a customer satisfaction score (CSAT) of 4.5 or higher.
• Apply security best practices when handling support requests, including verifying user identities, validating access permissions, performing secure password resets, and following established identity and access management procedures.
• Identify suspicious activity, phishing-related concerns, and potential endpoint security issues, escalating security incidents to the Information Security team.
• Diagnose root causes, recognize recurring technical problems, and recommend long-term solutions, process improvements, automation opportunities, and self-service resources.
• Maintain accurate and detailed records of incidents, troubleshooting steps, resolutions, and escalations using service management platforms such as ServiceNow.
• Support routine identity and access management activities through tools such as Active Directory and Microsoft Entra ID.
• Collaborate with colleagues and other technical teams to resolve complex issues.
• Work scheduled shifts between 6:45 a.m. and 8:15 p.m., Monday through Friday, with overtime when required.

• At least 5 years of customer-facing experience, preferably in phone-based technical support, IT help desk operations, or a service desk environment.
• A technical degree at the associate level or higher in Computer Science, Information Systems, or a related discipline; an IT certification such as CompTIA A+, Network+, or Security+; or equivalent practical experience.
• Foundational knowledge of IT security principles, including identity and access management, Active Directory or Microsoft Entra ID, secure password resets, phishing awareness, access control, and endpoint security.
• Proficiency with Windows operating systems, Google Workspace, and Microsoft Office applications.
• Hands-on experience troubleshooting PC hardware, network connectivity, TCP/IP, LAN/WAN, Wi-Fi, network printers, and audio/video systems.
• Familiarity with Windows Registry settings, .ini file configurations, Windows Control Panel settings, and standard desktop troubleshooting techniques.
• Experience using ticketing and incident management platforms, such as ServiceNow.
• Strong analytical and problem-solving abilities, including root-cause analysis.
• Excellent verbal and written communication skills.
• A customer-oriented mindset.
• Availability to work flexible weekday shifts between 6:45 a.m. and 8:15 p.m., with occasional overtime as needed.

• Fluency in French.
• Previous experience in a security-focused service desk role.
• Relevant security certifications or foundational credentials, such as CompTIA Security+ or Systems Security Certified Practitioner (SSCP).

• Competitive compensation: Hourly pay ranging from $30 to $36 USD, according to the original job listing. The applicable compensation and currency for Canadian-based employees should be confirmed with the hiring team.
• Comprehensive healthcare: Medical, dental, and vision coverage, subject to the applicable employee benefits plan.
• Health spending options: Employer contributions to a Health Savings Account (HSA) and Flexible Spending Account (FSA) options for eligible US employees.
• Retirement savings: RRSP