IT Support Analyst

7-Eleven Distribution Canada Corp. is seeking an IT Support Analyst. This is a hybrid remote and on-site position.

The Support Analyst serves as the first point of contact for customers, providing timely and effective resolution of incidents and service requests. This role is responsible for troubleshooting technical issues, gathering detailed information, and escalating cases to appropriate support teams when necessary. The analyst ensures adherence to IT Service Level Agreements (SLAs), maintains accurate documentation, and delivers exceptional customer service. Additionally, the position supports various technologies, including Microsoft Office 365, Windows operating systems, and hardware devices, while assisting with onboarding, offboarding, and VIP support for senior executives.

KEY DUTIES AND RESPONSIBILITES:

• Serve as the first point of contact for all IT incidents and service requests, ensuring timely resolution and excellent customer service.
• Prioritize and manage tickets according to IT Service Level Agreements (SLAs) within the Halo Service Management system.
• Gather detailed information from users to accurately document issues and assign tickets to appropriate support teams when necessary.
• Provide first-level technical support for Microsoft Office 365 applications, Windows operating systems, and hardware devices.
• Perform onboarding and offboarding processes for employees, maintaining security protocols and confidentiality.
• Deliver VIP support to senior executives with professionalism and discretion.
• Maintain accurate and up-to-date technical documentation and records within the ITSM tool.
• Assist with Audio-Visual equipment setup and troubleshooting in boardrooms.
• Participate in on-call rotation for after-hours and weekend support.

EDUCATION AND EXPERIENCE:

EDUCATION: High School/GED

YEARS OF RELEVANT WORK EXPERIENCE: 2+ years

SPECIFIC KNOWLEDGE AND SKILLS:

• Proficient in Microsoft Office 365 applications and administration.
• Strong working knowledge of Microsoft Windows 10 and 11 operating systems.
• Familiarity with Microsoft Active Directory and Exchange administration.
• Understanding of ITIL principles and experience with ITSM tools (e.g., Halo Service Management).
• Ability to provide hardware support for desktops, laptops, and printers, including upgrades and repairs.
• Knowledge of mobile device support (iPhone, Android) and enterprise antivirus solutions.
• Experience with network printer troubleshooting and business telephone systems (Avaya preferred).

If an hourly or salary range is included in this ad it represents the range 7-Eleven in good faith believes is the range of compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range is only applicable for jobs to be performed in this state. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, long-term incentive compensation, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

For a general description of all benefits 7-Eleven is offering in the US for the position, please visit this link.