IT Support Analyst

The IT Support Analyst supports users across multiple regions, assists with onboarding and offboarding, maintains system access and endpoint configurations, and collaborates with infrastructure and platform teams to ensure reliable, secure, and efficient technology operations. This role requires strong technical troubleshooting skills, a customer-focused mindset, and the ability to follow and enforce documented processes in a regulated environment.

Essential Functions and Responsibilities:

• Serve as a first point of contact for IT support requests via ticketing system, chat, email, and phone.
• Resolve Tier I issues independently and Tier II issues with minimal guidance
• Perform onboarding, offboarding, hardware deployment and user access modifications following documented processes for users in regions outside of North America and Latin America.
• Perform routine system administration tasks under established standards and change controls such as user and group management in Active Directory and Entra.
• Assist with patch management activities for endpoints and approved applications.
• Conduct regular and routine account audits and access reviews.
• Maintain accurate documentation of standard operational procedures and troubleshooting steps.
• Identify, log and resolve technical problems with legacy software applications, SaaS based software platforms, workstations, servers and network systems
• Support infrastructure and platform teams with system upgrades, deployments and maintenance windows.
• Participate in IT initiatives, pilots, and improvement projects
• Educate / train end users to become self-sufficient on the technology used at Data Innovations
• Ability to communicate technical concepts clearly in English and French to individuals at all organizational levels, regardless of their technical background.
• Perform other related duties as needed and assigned

Requirements:

Knowledge, Skills, and Abilities:

• 2 years of experience with IT support, service desk, or technical support roles
• Hands-on experience with operating systems (Windows required. Linux, and macOS preferred), Microsoft 365 administration, and active directory and Entra fundamentals.
• Excellent written and verbal business communication skills with ability to concisely communicate issues to management, users and peers with diverse backgrounds and cultures
• Ability to follow & enforce established processes and security guidelines and effectively communicate them to users
• Ensure exceptional customer service & support with prompt problem resolution, ticket management and follow-up with users
• Meticulous approach to system management and configuration to ensure quality work
• Ability to stay up to date with emerging technologies and adapt to changing IT environments.
• Ability to diagnose and resolve complex technical issues effectively
• Flexibility to work extended hours as needed to ensure project deliverables are met
• Ability to follow DI's policies and procedures
• Must comply with and pass initial background check

Education and/or Experience

Associate degree in Computer Science or related field OR a combination of education and related working experience from which comparable knowledge and skills can be acquired.

Physical Requirements/Working Conditions:

While performing duties of this job, the employee is predominantly functioning in an office environment with high frequency of telephone communication, keyboarding, and computer use. This person must be able to kneel, squat, bend, twist and reach overhead with repetitive motions, and can lift up to 35 pounds.

The employee must be able to work onsite in Colchester at least twice a week.

Supervision Level

This person reports directly to the Information Technology Operations Manager.

Compensation and Benefits

• Salary Range: $49,300 - $67,900 (Compensation will vary based on skills and experience)

• Bonus Eligibility: Full-time, non-sales employees are eligible for DI's annual bonus plan based on company and individual performance.

• Benefits: DI offers a competitive benefits package including medical, dental, vision, basic life insurance, paid holidays, paid time off, and a 401(k) matching plan.