IT Support and Infrastructure Analyst - remote

Responsibilities:

- Serve as the first point of contact, providing support for hardware, software, and applications issues.
- Troubleshoot user-reported problems using available tools and following standard procedures.
- Create and manage tickets in the IT helpdesk system, ensuring timely updates and resolutions.
- Install, modify, and repair computer hardware and software.
- Provide support for business applications and troubleshoot hardware/software issues.
- Perform preventive maintenance, including updates for service packs, patches, and antivirus.
- Maintain confidentiality of user data processed or accessed on the network.
- Provide computer orientation to new and current staff.
- Manage offboarding tasks to remove access for terminated staff.
- Keep documentation for onboarding/offboarding up to date.
- Track inventory of company hardware and software.
- Coordinate purchases, repairs, and configurations of IT equipment.
- Stay updated on technology trends and collaborate with vendors to resolve technical issues.
- Document procedures, standards, and best practices.
- Perform other tasks as assigned by the IT Manager.

Skills

- Experience with Jira (Service Desk), M365 (Teams), Exchange Online, SharePoint, Azure, Active Directory, and Intune.
- Degree in Computer Science, IT, or related field.
- Proven IT support experience, preferably in organizations with 100+ users.
- Strong troubleshooting skills and technical expertise.
- Experience with common IT hardware and software, such as printers and networking equipment.
- Certifications like CompTIA A+, Microsoft Certified, ITIL, or equivalent are a plus.

Soft Skills:

- Excellent problem-solving and technical skills.
- Strong communication skills with both technical and non-technical staff.
- Well-organized with attention to detail.
- Ability to work independently and as part of a team..
- Good comunication in English
- Position initially temporary, for a North American technology company.
PJ contract