Receive and respond to escalated service requests, incidents and change requests in a timely manner
Troubleshoot issues across LOB applications, Microsoft Office, browsers, networking (DNS, DHCP, ISP), VPN/RDS/Citrix, wireless, and peripherals such as printers
Complete technical administrative tasks such as virus/malware removal, phishing email remediation, add/remove/change virtual server resources, and application password resets
Expertise with Active Directory and Group Policy Management
Strong background working in Microsoft 365 Partner Center/Entra ID
Identify recurring issues and initiate problem tickets for them
Make recommendations for improvements of supported hardware and software, with an eye on our clientele’s security posture
Maintain accurate and real time timesheets, record complete and accurate notes of troubleshooting and communication with clients
Participate in the on-call rotation (1 week every 3-4 months)
Additional duties as required

2+ years relevant technical experience OR 1 year experience in Service Technician I or II at VC3
2+ years experience managing: Windows Service, Microsoft/Office 365, Active Directory, GPOs, Virus and Security, TCP/IP, DHCP, DNS, Hyper-V and VMWare
CompTIA Network/A+, Microsoft 365 or Azure certifications highly desired
Go Beyond – you take that extra step to create moments that are unexpected but appreciated.
Own It
You have the courage to do what's right, the resolve to take responsibility, and the grit to cross the finish line.
Be Curious
You challenge the status quo and aim for continuous improvement and constant learning.
Serve as One
You believe that together, we are greater than the sum of our individuals, and that teamwork is essential to success.

What’s in it for you:

Well-being & Support
Caring for our team goes beyond the workday. We offer a range of benefits to support your overall well-being, from mental health and leave support through our Employee and Family Assistance Program, to financial wellness through company-matched 401(k)/RRSP plans. Whether it’s today’s needs or tomorrow’s goals, we’ve got you covered.
Grow with Us – Whether you’re just getting started or ready to take the next step, we are committed to investing in your growth. We offer structured development through our Leadership Academy, monthly learning sessions, mentorship programs, learning reimbursements, internal career fairs, job shadowing, and personalized career-pathing to support internal mobility.
People-First Culture – We live our values, support each other, and create a space where everyone belongs. We have a common goal of doing work that matters, with autonomy, recognition, and a mission to serve those who serve.
Transparent Leadership – From open communication to clear company goals, our leaders are involved, and our managers are here to support your growth every step of the way.

IT Systems Analyst I

Key skills