I.T. Support Analyst

Description

• Address IT tickets by creating, monitoring, escalating, and resolving requests through the helpdesk ticketing system.
• Values in Action (ViA)- participating in charity events coordinated by employees. As well as team bonding activities.
• Assist with creating and deploying workstation/laptop images and controls.
• Provide hands-on support for desktops, laptops, mobile devices (iPhones/iPads), printers, and desk phones.
• Deploy, manage, and support IT assets across multiple offices and plants.
• Assist with basic network troubleshooting and onsite network tasks (switch checks, Wi-Fi access points, cabling).
• Identify, escalate, and communicate technical issues as needed.
• Create, maintain, and update user guides, documentation, and support materials.
• Create and update user-friendly documentation, reference guides, and knowledge base articles.
• Provide basic IT training for new employees.
• Manage user accounts and permissions across Active Directory, Office 365, MDM solutions, and other systems.
• Help refine internal IT procedures alongside the rest of the IT team.
• Troubleshoot and resolve hardware, software, and networking issues across office and plant environments.
• Monitor inventory and resources to ensure hardware and software availability.
• Perform general user administration duties and ensure appropriate access controls.
• Participate in IT projects, system upgrades, and security improvements.
• Support production technology such as AR Headsets, label printers, and plant-floor tablets.
• Support Walters’ IT security standards including patching, antivirus compliance, MFA/Conditional Access, and device hardening.

Requirements

• Experience with iOS device support.
• Strong troubleshooting and diagnostic abilities.
• Strong organizational and time management abilities.
• Excellent problem-solving and investigation skills.
• Effective oral and written communication skills with users at all organizational levels.
• Minimum 3 years of hands-on IT support/helpdesk experience in a Windows environment.
• Familiarity with computer hardware repair and maintenance.
• Proficient with Windows installation, configuration, and support.
• Ability to work well under pressure and adapt to change.
• University or College Degree in Computer Science or a related field.
• High degree of resourcefulness, flexibility, and adaptability.
• Understanding of networking fundamentals including switches, routers, Wi-Fi, and TCP/IP.
• Valid Ontario driver’s license.
• RRSP Matching.

Benefits

• Employee Assistance Program.
• Flexible extended health and dental care packages.
• Negotiable wage based on experience.
• Profit Sharing.
• Onboard new employees, including hardware setup and basic IT training.
• Employee Family Scholarship Program.
• Tuition support (Apprentice, Continued Education)
• Paid sick and Bereavement leaves.

Training + Development

Interview process

Visa Sponsorship

Security clearance