Job Title

DMS iTech is a Managed Services Provider (MSP) dedicated to delivering comprehensive, turn-key IT solutions. We specialize in designing, implementing, and supporting infrastructure and related services. Job Description We are seeking a proactive IT Support Analyst to join our growing team of IT professionals. This role is perfect for someone eager to develop their skills, provide excellent technical support, and contribute to a dynamic IT environment. Position Title: Support Analyst Compensation: Salaried (commensurate with skills and experience) $45,000 $60,000 per year Status: Full-Time Hours: 40 hours/week, Monday to Friday Location: Edmonton, Alberta (with remote work flexibility) As an integral member of the Information Systems team, the Support Analyst is responsible for providing first and second-level technical support to internal and external customers, ensuring reliable operation of end-user computing environments, applications, and core IT infrastructure and services. If you have between 1-3 years of relevant IT support experience , strong communication skills, and a passion for delivering excellent customer service, we want to hear from you! This is a full-time, Edmonton-based position with opportunities for remote work, requiring occasional travel to client sites. The Support Analyst will support and interact with the following technologies and environments: Microsoft Windows desktop and laptop environments (Windows Professional 10/11) Active Directory and user account administration Remote Desktop and virtualized environments Client/server-based applications Networking concepts (LAN/WAN, TCP/IP, Wi-Fi) Environment and task automation and scripting (PowerShell) Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) tools Dell, HP, Lenovo, and similar end-user hardware platforms Responsibilities, Duties and Tasks Reporting to the Vice President and working with minimal supervision, key responsibilities include, but are not limited to: User Support & Customer Service Provide first and second-level technical support to users in person, remotely, and electronically Respond to incidents and service requests in a timely and professional manner Translate technical concepts into clear, understandable language for users Deliver a high-level of customer service and maintain positive working relationships Diagnose and resolve hardware, software, application, and connectivity issues Troubleshoot client devices, printers, and peripheral equipment Support Microsoft Office applications and other business-critical software Escalate complex or unresolved issues to senior technical staff as required User Account & Systems Administration Create, modify, and maintain user accounts in Active Directory and Microsoft 365 Perform password resets, access provisioning, and group management Assist with onboarding and offboarding of users Support basic server and network-related tasks under direction Hardware & Software Deployment Configure, image, and deploy desktops, laptops, and mobile devices Install, configure, and upgrade software and operating systems Coordinate hardware replacements and upgrades Ensure client systems are patched and compliant with standards Documentation & Knowledge Management Document incidents, service requests, resolutions, and procedures Maintain accurate logs and records for future reference Contribute to internal knowledge base and support documentation Provide guidance and basic training to users on systems and applications Assist users in adopting best practices and preventing repeat issues Provide backup support for other Information Systems team members Participate in internal and external projects as assigned Collaborate with colleagues to meet departmental goals Workplace Safety & Compliance Promote workplace safety and maintain a safe and secure working environment Comply with all company safety policies, procedures, and regulations Other Duties Perform other related duties as required Confidentiality This position is privileged and has access to sensitive and confidential information. Disclosure of such information to unauthorized individuals will not be tolerated, as it compromises privacy laws and breaches organizational trust. Qualifications Note: An equivalent combination of education and experience will be considered. Education Diploma from a recognized post-secondary institution in Computer Science, Information Technology, or a related field, or equivalent experience Experience Minimum of 1-3 years of experience in an IT support or service desk role Experience supporting end-user hardware, software, and Microsoft environments Knowledge Strong understanding of computer systems and operating systems Proficiency with Microsoft Office and Microsoft 365 Basic understanding of networking concepts Experience in a manufacturing or industrial environment is an asset Skills Strong interpersonal and customer service skills Excellent verbal and written communication skills Strong organizational and time management abilities Analytical and problem-solving skills Technical documentation and note-taking skills Abilities Explain technical concepts in clear, non-technical language Work independently with minimal supervision Collaborate effectively within a team environment Demonstrate sound judgment and ethical decision-making Remain calm and professional in high-pressure situations Self-motivated, detail-oriented, and results-driven Additional Pay Company events Dental care Disability insurance Discounted or free food Employee assistance program Extended health care Life insurance On-site parking Paid time off RRSP match Wellness program Work from home French not required Schedule Monday to Friday Ability to Commute/Relocate Edmonton, AB T5V 1J4: reliably commute or plan to relocate before starting work (required) Status Only applicants with Canadian permanent residency or citizenship will be considered. If youre a motivated IT support professional eager to expand your skills and grow within a dynamic company while supporting a diverse client base, apply today! How To Apply Please submit your resume and cover letter to with the subject: Support Analyst . Only candidates selected for an interview will be contacted. Please do not call or email the office after submitting your application. #J-18808-Ljbffr