IT Support Analyst | 6-Month, Full-Time | Remote, Eastern Canada | IFS Copperleaf

This is a remote position, and we are seeking a candidate based in Eastern Canada to provide IT support to our global teams, with a primary focus on users across European time zones. As the role is aligned to European business hours, the regular workday will begin at 7:00 a.m. ET. If you're looking to join a fast-growing, innovative software company, we invite you to apply for our Temporary IT Support Analyst opportunity and become part of our collaborative IT team.

We are looking for an experience professional who can work with users on helpdesk queries while learning to take ownership of more complex processes.

You enjoy building and deploying devices, supporting applications, and have a passion for continuous learning. Beyond daily support, you will contribute to projects that evolve our IT services and processes including opportunities to apply automation and AI to reduce operational load and improve the user experience.

Being busy, interacting with people, solving technical challenges, and a keen desire to “fix things” best describes you in your element. Together as a team, we take on these challenges - every day there’s something new!

Key Responsibilities

User Support

• Provide world-class service through support of laptops, desktops, and mobile devices, including Windows 11, macOS, iOS, and Android.
• Support global users across time zones with troubleshooting of connectivity, applications, and systems.
• Manage lifecycle of devices: setup, deployment, and refresh.
• Diagnose and resolve unique issues with applications and operating systems.
• Maintain inventory of devices and ensure accurate tracking.
• Communicate clearly and effectively to help users resolve issues remotely.

IT Administration

• Provision laptops, accounts, applications, and licenses for new and existing users.
• Assist with onboarding and offboarding, ensuring smooth employee transitions.
• Manage accounts and identities in Microsoft 365, Entra ID (Azure AD), Intune, and related platforms.
• Support event and issue monitoring, management, and response.
• Document support procedures and contribute to improving knowledge sharing.

Automation & AI Enablement

• Identify repetitive IT tasks and collaborate with the team to create automation scripts or workflows.
• Explore and help implement AI-assisted tools that improve ticket handling, self-service, and IT process efficiency.
• Assist with the rollout of LLM-based solutions within the IT department and more broadly across the organization, supporting adoption and best practices.
• Participate in process mapping to help streamline IT operations.

IT Projects

• Collaborate on infrastructure, networking, security, and cloud integration projects.
• Contribute to upgrades, integrations, and the rollout of new tools (e.g., collaboration systems, meeting room solutions, security tools).
• Provide input into continuous improvement initiatives that enhance IT service delivery.