End User Device Support Analyst providing technical support for end - user devices in Hamilton. Collaborating with IT teams to ensure device security and functionality for City employees.
About the role
- IT Support Analyst joining the team to deliver exceptional support for hybrid employees. Troubleshooting devices and systems ensuring seamless operational efficiency.
Responsibilities
- Monitor and respond to internal IT support tickets in a timely and professional manner.
- Troubleshoot hardware and software issues across both Windows and macOS environments.
- Collaborate with other departments to ensure employees have the tools and access they need.
- Participate in IT-related projects and rollouts as needed.
- Set up, configure, and maintain laptops, monitors, peripherals, and phones.
- Support employee onboarding and offboarding, including workstation setup, account provisioning, and equipment collection.
- Maintain inventory of hardware, software licenses, and IT supplies.
- Assist with user administration in Microsoft 365, Azure AD / Entra, and other company systems.
- Document common solutions and processes to build out our internal IT knowledge base.
Requirements
- Post-secondary diploma or degree in Information Technology, Computer Science, or a related field
- 2+ years of experience in an IT support or helpdesk role
- Working knowledge of Microsoft 365 administration and troubleshooting.
- Hands-on experience with Windows 10/11 and macOS environments
- Hardware setup and troubleshooting experience (laptops, docking stations, monitors, etc.)
- Bonus: Experience with ticketing systems and familiarity with MDM tools like Intune and Jamf Pro
- Must have or be eligible to obtain and maintain a security clearance as required for the role.
Benefits
- Flexible work arrangements
- Professional development opportunities
- Assistance in obtaining security clearance
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