IT Operations Analyst
- Full-time
Job Title: IT Operations Analyst
Location: Downtown Toronto, ON, 4 days onsite
Team Size: IT Operations (Team of 5)
Employment Type: Full-Time
About the Role
We are seeking a customer-centric and technical IT Operations Analyst with 3–5 years of experience to join our IT Operations team. In this role, you will be responsible for managing company-wide Identity & Access Management (IAM) in Microsoft Entra ID, maintaining hardware lifecycle and inventory, and providing high-touch Level 1/2 user support.
The ideal candidate will combine strong hands-on technical troubleshooting across Windows and macOS environments with a commitment to security approvals and exceptional customer service.
Key Responsibilities
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Identity & Access Management (IAM): Own day-to-day identity governance in Microsoft Entra ID. Create accounts, assign roles, enforce security guidelines, and manage user onboarding, offboarding, and everyday access requests end-to-end following strict company approval processes.
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Support & Troubleshooting: Provide high-touch onsite and remote support via Freshservice for access requests, application downloads/approvals, browser add-ons, and general SaaS application support with a customer service mindset.
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Endpoint & Asset Lifecycle: Provision, configure, patch, and manage physical endpoints using MDM tools across an 85% Windows PC and 15% macOS environment. Oversee hardware inventory, deployments, and full device lifecycle tracking.
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Google Cloud & SaaS Administration: Administer Google Workspace applications, manage browser permissions, and support integrated third-party SaaS tools.
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Process Enhancement & Automation: Collaborate with the team on building Standard Operating Procedures (SOPs), refining workflows, and leveraging AI agents to automate routine ticket responses and triage.
Qualifications & Requirements
Must-Have Qualifications
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Experience: 3–5 years of hands-on experience in IT operations, technical desktop support, or systems administration.
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Microsoft Entra ID: Proven hands-on experience managing user identities, role-based access, and provisioning in Microsoft Entra ID (must be ready to hit the ground running).
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MDM Tooling: Direct experience enrolling, configuring, and managing endpoints via an MDM platform (Intune, JumpCloud, Jamf, or similar).
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Technical Support & OS Ecosystem: Strong track record in customer-focused Level 1/2 technical troubleshooting across both Windows (85%) and macOS (15%) hardware in a Google Cloud/Workspace environment.
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Ticketing & Inventory: Familiarity with ITSM ticketing platforms (Freshservice or equivalent) and managing hardware inventory lifecycles.
Nice-to-Have Skills
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Exposure to workflow automation platforms (e.g., n8n, Zapier, Power Automate).
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Basic scripting knowledge (PowerShell, Python, or API integrations).
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Interest or experience building AI agents for automated support and ticket triage.
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Experience supporting business applications or specialized enterprise tools.
Interview Process: Two rounds of interview both virtual.
AI may be used to support certain administrative aspects of our recruitment process. However, all applications and resumes are reviewed by qualified human reviewers, and all screening and hiring decisions are made solely by the hiring team.
The posted salary range reflects expected compensation for this role in accordance with Ontario pay transparency requirements. Actual compensation will be determined based on the successful candidate’s experience, skills, and qualifications and may fall anywhere within the range.
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