IT Support Analyst

Overview

Are you the kind of person who gets a kick out of solving tech puzzles and supporting teammates with thoughtful, hands-on solutions? As an IT Support Analyst, you’ll be part of the Infrastructure team — the crew that keeps our laptops humming, networks talking, and systems running smoothly. From imaging shiny new laptops to recycling the old warriors, from troubleshooting apps to fine-tuning servers, you’ll be right in the middle of the action. And because we’re big on growth, you won’t just fix things — you’ll learn, collaborate, and even use AI tools to make IT support smarter, faster, and more effective.

We welcome applicants from diverse backgrounds and experiences. If you’re eager to learn and ready to make an impact, we encourage you to apply — even if you don’t meet every listed requirement.

Job Requirements

• Image and deploy new laptops with Windows 10 and standard company applications.
• Assist with Tier 1 and Tier 2 production tickets from the Support team.
• Execute technical implementation and operations of infrastructure solutions across the corporate footprint.
• Perform daily/weekly/monthly maintenance duties for supported environments.
• Provide basic troubleshooting and support for applications and hardware during migrations.
• Support asset lifecycle through laptop refresh and recycling using the internal asset management system.
• Assist with printer installation, maintenance, and support.
• Identify and propose system/process improvements by assessing current situations, evaluating trends, and anticipating requirements.
• Participate in minor IT projects, working alongside project managers to help scope and prioritize tasks.
• Expected to be available for in-office support on a weekly basis.

Skills & Competencies

Technical

• Hardware/software installation and support.
• Operating systems expertise (Windows, Mac, Linux, iOS, Android).
• Network/system architecture fundamentals.
• IT Asset Management and ITSM practices.
• Technical troubleshooting (hardware, applications, infrastructure).
• Working knowledge of scripting and command line interfaces (can interpret scripts and make minor updates).
• Proficiency in applying AI tools and platforms to automate repetitive IT tasks, assist in troubleshooting, analyze support trends, and improve operational efficiency.
• Ability to identify opportunities where AI-driven solutions can optimize workflows, reduce response times, and enhance the end-user support experience.

Professional & Interpersonal

• Feedback & Collaboration: Able to act on constructive feedback and provide constructive input to peers. Builds positive working relationships and acts as a resource for new hires.
• Communication: Expands communication to cross-functional teams and documents non-ticket work (knowledge sharing via documentation or Jira).
• Problem Assessment: Clarifies problem details, validates solution accuracy, and evaluates issues critically before anchoring on solutions.
• Execution: Executes assigned tasks without guidance and can be “airdropped” into small projects.
• Personal Development: Proactively seeks out learning opportunities, embraces change, and is open to calculated risks in pursuit of better outcomes.
• Interpersonal: Maintains professionalism, manages expectations, and de-escalates issues with patience and customer focus.
• Process Improvement: Identifies issues in support processes with attention to user experience and proposes improvements.

Talents

• Adaptability: Willingness to adjust to multiple demands, constraints, and changes.
• Service Excellence: Consistently delivers a strong internal customer experience.
• Analytical Reasoning: Breaks problems into components and proposes data-driven solutions.
• Business Behavior: Demonstrates integrity, professionalism, and respect.
• Versatility: Flexible in working across situations, people, and priorities.

Working Conditions

This is a full-time hybrid role based in Toronto. In-office presence is expected 1–2 days per week. On call rotation and occasional after-hours support may be required during critical incidents or scheduled maintenance.

At Q4, we embrace diverse perspectives and experiences as the driving force behind innovation and problem-solving. We envision Q4 to reflect the global community we serve, empowering representation and opportunity at all levels. Think you have what it takes, but not sure you check every box? Apply to the role anyways. We’d love to talk and determine together whether you could be a great fit!

Should you require any accommodations prior to or during the interview process, please let our Recruitment team know.

How We Hire

We use AI tools to support our recruitment process, including helping us organize applications and identify early matches based on role criteria. That said, every rejection decision is made by a human. We encourage candidates to apply authentically and avoid relying solely on AI-generated responses, especially during interviews.

This opportunity is offered through HighlightTA, the on-demand talent team supporting Q4’s growth.

Connect with us and learn more:

HighlightTA on LinkedIn

Read Full Description