IT Support Analyst

SIMNET Inc. is a leading provider of cloud computing services and solutions. The IT Support Analyst plays a critical role in ensuring the smooth operation of computer systems, providing first contact support and resolving end-user issues effectively. Responsibilities Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues Build rapport and elicit problem details from service desk customers Prioritize incidents and service requests according to defined processes to meet defined SLAs Escalate incidents with accurate documentation to suitable technician, when required Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution Deploy pre-packaged software using distribution tools and processes as requested by end users Use remote tools and diagnostic utilities to aid in troubleshooting and perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined Research solutions through internal and external knowledgebase as needed Identify and learn appropriate software and hardware used and supported by the organization Install antivirus software and ensure virus definitions are up to date Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals Understanding of basic VoIP principles Conduct operating system patches and upgrades Other tasks and duties as required Skills Understanding and hands-on experience with computer hardware, including printers and peripheral Experience with desktop and server operating systems, including Windows, Mac, Linux, Chrome OS, Android, and iOS Ability to support all Microsoft Office products Working knowledge of a range of diagnostic tools such as Kaseya and TeamViewer Basic understanding of networking and routing protocols such as DNS, TCP/IP, ports, protocols (HTTP, HTTPS) Working knowledge of Microsoft Active Directory, Microsoft Exchange 2016 and Office 365 Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes. Certification required within 6 months of employment Exceptional written and oral communication skills Exceptional customer service and interpersonal skills, with a focus on rapport building, listening, and questioning skills Strong documentation skills Experience maintaining timely and accurate helpdesk records using the ticketing system; familiarity with Zoho Desk or other ticketing tools Benefits Comprehensive Health & Wellness: Extended health and dental coverage, plus a flexible health spending account (HSA), help you take care of yourself on your terms. Financial Wellbeing: Plan for your future with our group RRSP matching program. Learning & Growth: Access continuing education opportunities, professional development programs, and tuition support to grow your skills and advance your career. Work-from-home options : Flexibility of being able to work from home, especially during times when commuting or in-person interactions may not be ideal. Recognition & Rewards: Our gamified, people driven program lets employees and leaders give kudos, earn recognition, and be rewarded for collaboration and impact. Collaborative Culture: Join a supportive, inclusive team where ideas flow freely, feedback is welcomed, and teamwork drives success. Challenging & Innovative Projects: Work on high-impact projects that inspire creativity, experimentation, and forward-thinking solutions. Convenience & Comfort: On-site parking, casual dress code, free snacks & drinks, and company lunches twice a month to keep your day smooth. Team Connection: Participate in company events, outings, and team-building activities that celebrate successes and build lasting connections. Company Overview SIMNET | Redefining the Specialty Cloud and Infrastructure Experience In a landscape where the cloud’s original promise of simplicity, security, and compliance has often fallen short, SIMNET stands as a new standard. It was founded in 2005, and is headquartered in Whitby, Ontario, CAN, with a workforce of 51-200 employees. Its website is