IT Support Analyst (On-Site, Oakville ON) - #192847

OEC serves the infrastructure, energy, gas and electricity distribution and telecommunications sectors. With over 2,600 employees, insightful and reliable energy and infrastructure solutions are provided to clients coast-to-coast. Driven to Lead, Innovate and Commit to Excellence, the group of companies delivers end-to-end solutions from concept and design to engineering, construction and comprehensive field services. Through an unwavering focus on health, safety and the environment, OEC continuously works to ensure the safety of employees, the public we serve and the environment we live in.

IT Support Analyst (On-site)

Position Description

Deliver responsive first-level technical support for end users by troubleshooting hardware, software, and connectivity issues, managing service requests, and ensuring timely resolution or escalation. This role involves hands-on support, including device setup, user onboarding, and peripheral maintenance, with a focus on excellent customer service, documentation, and occasional travel to provide on-site IT assistance.

Responsibilities

• Provide first-level technical support to end users via phone, email, and in-person for hardware, software, and connectivity issues
• Diagnose and resolve end-user concerns related to password resets, application support, desktop/laptop hardware, printing, and network connectivity
• Escalate complex or unresolved concerns to the Tier 2 support team or other appropriate IT teams
• Perform on-site installation, maintenance, and repair of desktop computers, printers, and peripherals
• Participate in IT-related onboarding and offboarding activities (e.g., user account setup, device configuration, and access changes)
• Provide user support for mapping software, including platforms such as ArcGIS, QGIS and other geospatial tools as required
• Possess a basic understanding of networking concepts, including IP addressing, DNS, DHCP, and LAN/WAN troubleshooting
• Conduct end-user training and create user-friendly documentation or FAQs to reduce recurring support requests
• Log and maintain accurate records of incidents, requests, and resolutions in the IT service management system
• Prioritize service requests based on severity and business impact
• Monitor support trends to proactively identify and address recurring problems
• Maintain IT documentation including support processes, system configurations, and procedures
• Provide support in the deployment and configuration of standard desktop software and updates
• Assist network or system administrators with basic troubleshooting tasks, equipment moves, and installations as needed
• Coordinate with external vendors for hardware repairs covered under maintenance agreements
• Always uphold a high level of professionalism, courtesy, and responsiveness when engaging with users
• Regular travel to business locations, including London, Vaughan, Fergus, and others, may be required—up to one day per week—to support on-site IT operations
  
  

Required Qualifications And Experience

• Diploma or certification in Information Technology, Computer Science, or related field
• Minimum 3 - 5 years’ work experience in an IT support function (technical support or helpdesk)
• Experience with mapping software, including platforms such as ArcGIS, QGIS and other geospatial tools is a strong asset
• Solid understanding of Microsoft Windows OS, Office 365 applications, and basic networking principles
• Experience with IT ticketing systems and remote desktop tools
• A+ or other relevant certifications (e.g., ITIL Foundation, Microsoft Certified) are an asset
• Certification such as Cisco Certified Network Associate (CCNA) or equivalent foundational networking credential is considered an asset
• Strong analytical and problem-solving skills
• Excellent communication and customer service abilities
• Ability to prioritize tasks and work effectively under pressure
  
  

Other Success Factors

• Brand ambassador – enable, engage, encourage, and exemplify the behaviors of the brand, Lead, Innovate, Commit to Excellence
• Innovate – make it a priority to learn new technologies, tasks, and procedures and apply them, while keeping up to date with industry news
• Customer-centric approach and ability to demonstrate a strong sense of urgency
• Self-motivated, ability to work independently or as part of team
• A team player who is receptive to feedback, and quickly adapts to change
• Ability to prioritize and multi-task appropriately in a demanding and fast-paced environment
• Exhibit a high degree of professionalism, dependability, with a proactive “can do” attitude
• Embrace a culture of continuous improvement and effective streamlined processes
  
  

OEC is an Equal Opportunity Employer.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, OEC will provide accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform the People Excellence team of the nature of any accommodation(s) that you may require.