IT Support Analyst

Imagine working at the forefront of innovation in fluid-flow technology, with over 1,400 colleagues across the globe, and contributing to a legacy of excellence that spans eight manufacturing facilities on four continents. Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative minds, driven by a shared mission to engineer the future and safeguard our planet.

As part of our team, you'll be immersed in an environment that fosters growth, creativity, and collaboration. Here, you'll have the opportunity to push boundaries, tackle exciting challenges, and develop cutting-edge solutions that promote energy efficiency and reduce environmental impact. Every day offers the chance to make a meaningful contribution to a more sustainable future, driving innovations that help lower global carbon footprints. Together, we’re creating a legacy that goes beyond business—one that’s changing the world for the better.

The IT Support Analyst role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

This position is located in Toronto, Canada.

Key Responsibilities

Technical Support & Troubleshooting

Provide Tier 1/Tier 2 technical support for hardware, software, and network issues.

Build, maintain and troubleshoot desktop, laptop, and mobile devices, ensuring optimal performance.

Record, track and document actions taken, through to final resolution within the Service Desk tool.

Escalate items to supervisors or specialized teams when relevant.

Perform post-resolution follow ups as required.

Ensure consistent operation of common/shared hardware, i.e. printers, meeting room devices, etc.

Build rapport with users.

System Administration

Manage user accounts, permissions, and access rights in Active Directory, Microsoft 365, and other enterprise systems.

Maintain and support printers, AV equipment, and peripheral devices.

Ensure assets are consistently registered.

Process & Documentation

Contribute to documentation for technical procedures, configurations, and troubleshooting steps.

Contribute to knowledge base articles, technical procedures, configurations, troubleshooting steps and self-service resources for end-users.

Ensure compliance with IT policies, security protocols, and data protection regulations.

Collaboration & Mentorship

Collaborate with global IT and application teams when needed.

Assist in evaluating, testing, and implementing new technologies.

Qualifications

To excel in this role, candidates typically need a combination of technical, managerial, and interpersonal skills.

Education & Experience

Diploma or degree in Information Technology, Computer Science, or related field (or equivalent work experience).

2+ years of IT support experience.

Experience with Microsoft Windows, macOS, Microsoft 365, Active Directory, and networking fundamentals.

Skills & Competencies

Strong analytical and problem-solving skills.

Excellent communication and interpersonal abilities.

Ability to manage multiple priorities in a fast-paced environment.

Knowledge of ITIL principles and best practices (ITIL certification an asset).

Familiarity with cybersecurity principles.

Preferred Skills

Experience with ITSM frameworks (e.g., ITIL) and service management tools (e.g., ServiceNow, Manage Engine).

CompTIA A+, Network+, or Security+

Microsoft Certified: Modern Desktop Administrator Associate

Working Conditions

Full-time, in-person role.

May require occasional after-hours or weekend work for upgrades, maintenance, or urgent incidents.

Moving computer equipment and under-desk connections.