IT Client Support Analyst (Deskside)

The IT Client Support Analyst is a frontline technical support role responsible for delivering exceptional customer service and resolving a wide range of IT issues. You’ll troubleshoot hardware, software, network, and access‑related problems across desktop, laptop, mobile, and remote environments. You’ll collaborate with internal teams and end users to drive timely resolution, accurate documentation, and continuous improvement of IT service delivery.

Key Responsibilities

• Provide Tier 1 support for desktops, laptops, mobile devices, and peripherals.
• Diagnose and resolve issues related to Windows OS, applications, network connectivity, VPNs, and remote access.
• Support remote users with connectivity, authentication, and device setup; manage and separate high‑severity incidents from identification through resolution.
• Escalate unresolved issues to internal/external teams while maintaining ownership and communication.
• Respond to requests via the helpdesk, phone, email, and remote support tools.
• Document incidents, outages, status updates, and resolutions in the ticketing system in line with IT Service Desk procedures and ITIL practices.
• Participate in daily stand‑ups to review queues, priorities, and blockers.
• Perform account provisioning, password resets, and access control using identity tools (e.g., Active Directory).
• Manage user attributes, distribution lists, and group memberships; coordinate approvals and ensure compliance with security policies.
• Perform security administration functions for users, data, and remote access.
• Prepare, configure, and deploy hardware for onboarding and replacements.
• Track assets, ensure proper imaging, and maintain accurate assignment/ownership records.
• Coordinate laptop swaps, device returns, and inventory stocking at physical locations.
• Install, configure, and map network drives and printers; troubleshoot networked peripherals.
• Resolve and track incidents involving networks, servers, PC operating systems, applications, and peripherals per procedures.
• Manage users/devices via Microsoft Endpoint Manager / Intune and support Microsoft 365/O365 applications and services.
• Communicate clearly with end users in plain, non‑technical language; set expectations and provide timely updates.
• Build strong relationships with users, IT teammates, managers, and business stakeholders.
• Create and maintain internal knowledge base articles, canned responses, onboarding guides, and access FAQs.
• Contribute to process improvements and automation (guided forms, AI agents, low‑code tooling) to reduce manual effort.
• Proactively stay current with technologies used in the environment and enforce/follow Metergy IT policies, procedures, and best practices.

Qualifications (Must Have)

• At least 1 year of experience in IT Helpdesk/Desktop Support, including support for remote users.
• Associate degree or technical diploma in IT (or equivalent experience).
• Hands‑on experience with Active Directory (create/manage users and groups).
• Microsoft 365/O365 setup, management, troubleshooting & support.
• Microsoft Endpoint Manager / Intune (user/hardware management).
• VPN troubleshooting for remote users.
• Installing, configuring and mapping network drives & printers.
• Solid understanding of Windows OS, basic networking, and ticketing/remote support tools (e.g., Jira/ServiceNow).
• Strong written and verbal communication skills in English, with diligent, detailed note‑taking.
• Ability to lift up to 20 lbs (e.g., laptops and peripherals).

Preferred

• CompTIA A+, Network+, Security+; ITIL Foundation.
• Project management exposure/skills.
• Strong understanding of ITIL practices.
• Advanced proficiency with Windows, Active Directory, Microsoft 365, and iOS device support.
• Experience supporting users remotely; familiarity with onboarding/offboarding workflows and access provisioning.
• Awareness of compliance and data protection policies; exposure to scripting/automation or low‑code platforms.

$58,000 - $70,000 a year

Any shown ranges reflect base salary. We offer discretionary bonuses and additional benefits, including health and retirement, as part of our total rewards program.

Benefits & Perks

• Fully company‑covered health and dental benefits from day 1
• Company‑funded Health Spending Account
• Plan for retirement with Deferred Profit Sharing Plan (DPSP) and RRSP Matching
• Continuing learning support
• Paid personal and sick days on top of vacation
• Summer hours to enjoy the weather
• Company‑sponsored social events & more

Our recruitment process includes accommodation for applicants with disabilities. All accommodations will consider the applicant’s accessibility needs due to disability and are available upon request.