IT Support Analyst

Position Overview

Our client is seeking an experienced and self-sufficient IT Support Specialist (Level 2/3) to provide hands-on technical support across multiple locations throughout the Greater Toronto Area (GTA).

The successful candidate will be responsible for troubleshooting and resolving hardware, software, networking, and infrastructure-related issues while supporting day-to-day IT operations across corporate offices, pharmacies, clinics, and other business locations.

This role will be primarily based out of the client's central office in Oakville, Ontario, with regular travel to surrounding GTA locations as required.

The ideal candidate is a proactive, customer-focused IT professional who can work independently, manage competing priorities, and provide reliable technical support to employees and senior leadership.

The position will initially require approximately 20 hours per week, with the potential to transition into a full-time opportunity as business requirements evolve.

Key Responsibilities

• Provide Level 2/3 onsite technical support for end users across corporate offices, pharmacies, clinics, and other business locations.

• Diagnose, troubleshoot, and resolve hardware, software, operating system, and network connectivity issues.

• Perform hands-on troubleshooting of desktops, laptops, workstations, printers, peripherals, and other IT equipment.

• Support network infrastructure, including troubleshooting connectivity issues, network cabinets, switches, routers, and related equipment.

• Respond to, prioritize, and resolve incidents and service requests using ServiceNow.

• Provide professional and responsive technical support to executive leadership, including senior management and C-suite stakeholders.

• Travel to various GTA locations to investigate and resolve technical issues requiring onsite assistance.

• Assist with the installation, configuration, deployment, maintenance, and replacement of IT hardware and equipment.

• Support user onboarding, workstation setup, equipment provisioning, and general IT service requests.

• Coordinate with internal infrastructure, networking, and technical teams to escalate and resolve complex issues.

• Maintain accurate documentation of incidents, troubleshooting activities, resolutions, and equipment changes.

• Identify recurring technical issues and recommend improvements to IT support processes and service delivery.

• Ensure all activities comply with organizational IT security policies, confidentiality requirements, and established procedures.

Required Qualifications

• 3–5+ years of experience providing Level 2 desktop, deskside, field, or infrastructure IT support in a corporate environment.

• Strong hands-on troubleshooting experience with Windows operating systems, desktops, laptops, printers, and peripheral devices.

• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, LAN/WAN connectivity, switches, and routers.

• Experience diagnosing hardware failures, network connectivity issues, and general infrastructure-related problems.

• Familiarity with Microsoft 365, Active Directory, user account administration, and standard enterprise IT environments.

• Experience using IT service management platforms such as ServiceNow or similar ticketing systems.

• Ability to independently troubleshoot technical issues, prioritize support requests, and manage multiple tasks.

• Strong communication, customer service, and interpersonal skills, with the ability to support employees at all organizational levels.

• Demonstrated professionalism, discretion, and ability to maintain confidentiality when supporting sensitive business operations.

• Valid driver's licence and reliable access to a vehicle for travel between GTA locations.

• Flexibility to accommodate evolving business requirements and potential increases in weekly working hours.

Preferred Qualifications

• Previous experience supporting multiple corporate offices, retail locations, pharmacies, clinics, or healthcare environments.

• Exposure to Level 3 infrastructure support, network administration, or systems troubleshooting.

• Experience providing white-glove or executive-level IT support.

• Familiarity with ITIL-based service management processes and incident management best practices.

• Relevant certifications such as CompTIA A+, CompTIA Network+, Microsoft certifications, or equivalent technical training.

• Experience working independently as the primary onsite IT support resource.

Additional Information

• The successful candidate will primarily support the client's Oakville headquarters and travel to other GTA locations as required.

• Mileage reimbursement will be provided for approved business-related travel.

• The initial engagement is expected to be approximately 20 hours per week, with the potential for increased hours or a full-time arrangement based on business needs.

• The client is seeking someone who can establish consistency and continuity in IT support across its locations.

• Candidates should be comfortable working in a fast-paced environment with direct exposure to senior leadership.