IT Support Analyst

Charter is an award‑winning Canadian IT Solutions and Managed Services Provider founded in 1997. With offices across Canada, Charter delivers innovative IT solutions, managed services, project delivery, consulting, and staff augmentation expertise to organizations nationwide. Our mission is to align people, processes, and technologies to help clients enhance communication, optimize performance, and modernize their operations. Using business architecture methodology and human‑centered design, we guide clients through successful digital transformations, uncover new opportunities, and accelerate growth.

Position Summary

We are seeking a skilled and customer-focused IT Support Analyst to provide technical support and maintain the stability, security, and performance of our IT infrastructure. The successful candidate will be responsible for troubleshooting and supporting end-user devices, desktop and laptop computers, Microsoft 365 services, network infrastructure, virtualization platforms, and security appliances. This role requires strong technical expertise, excellent problem-solving skills, and a commitment to delivering exceptional customer service.

Key Responsibilities

Provide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, printers, and business applications.

Troubleshoot hardware, software, operating system, network connectivity, and Microsoft 365 issues.

Administer and support Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, and Entra ID.

Manage user accounts, permissions, licensing, and access requests.

Support and troubleshoot Juniper network infrastructure, including switches, routers, wireless networks, VPNs, and VLANs.

Administer and maintain Hyper-V virtual environments, virtual machines, backups, and disaster recovery processes.

Support Palo Alto firewalls, VPNs, security policies, and vulnerability remediation activities.

Perform system maintenance, patch management, monitoring, and IT asset lifecycle management.

Document incidents, resolutions, and technical procedures while escalating complex issues as required.

Qualifications

Diploma or degree in Information Technology, Computer Science, or a related field.

3+ years of experience in IT support, help desk, or infrastructure support.

Hands-on experience with Windows environments, Microsoft 365, Hyper-V, Juniper networking, and Palo Alto firewalls.

Knowledge of Active Directory, Microsoft Entra ID, TCP/IP, DNS, DHCP, VPNs, and VLANs.

Strong troubleshooting, analytical, organizational, and customer service skills.

Excellent verbal and written communication skills with the ability to manage multiple priorities.