Original job description
We are looking for a Technical Analyst to join our team on a Contract basis in Markham, Ontario. This role supports day-to-day IT operations by maintaining end-user technology, resolving technical issues, and helping ensure stable, secure service delivery across desktop and infrastructure environments. The successful candidate will bring strong hands-on support experience, sound troubleshooting skills, and the ability to contribute to service improvement and technical planning.
Responsibilities:
• Provide first- and second-level technical support to employees by diagnosing issues, restoring service, and guiding users through effective solutions.
• Install, configure, and maintain desktops, laptops, mobile devices, and related IT infrastructure in alignment with established operational and security standards.
• Monitor the performance and reliability of hardware, software, and connected systems to identify risks and address issues before they affect business operations.
• Manage service requests and incident tickets by prioritizing work, documenting findings, and following defined support processes through to resolution.
• Carry out technical validation and operational testing to confirm that systems, devices, and configurations perform as expected.
• Investigate recurring incidents and underlying technical problems, determine root causes, and support timely corrective action.
• Contribute to the design and ongoing enhancement of technical components within the support environment, including capacity planning and optimization activities.
• Help maintain consistent service delivery by documenting solutions, updating the knowledge base, and sharing practical insights that improve support effectiveness.
• Assess technical considerations such as system availability and security impacts when reviewing support needs or proposed changes within the area of expertise.
• 10+ years of experience in help desk, desktop support, or technical analyst roles within an enterprise IT environment.
• Strong hands-on expertise supporting Microsoft environments, Active Directory, computer hardware, and deskside service operations.
• Experience troubleshooting and supporting Mac computers, Android devices, and a range of end-user technologies.
• Working knowledge of Cisco technologies and Citrix technologies in a support or infrastructure-focused capacity.
• Proven ability to manage incidents, service requests, and problem resolution using structured service desk practices.
• Solid understanding of IT operational standards, security procedures, and service delivery expectations.
• Demonstrated ability to document technical solutions clearly and maintain accurate knowledge management records.
• Strong communication skills with the ability to support users professionally and explain technical issues in a clear, practical manner.
