IT Support Analyst

IT Support Analyst

ABOUT COOLIT SYSTEMS INC.  

Founded in Calgary, Alberta in 2001, CoolIT Systems is the leading Direct Liquid Cooling technology provider for data centers, supercomputers, and desktop computers. We design and manufacture solutions used by the largest tech companies globally.  

Recognized as one of “The Americas’ Fastest Growing Companies 2023” by Financial Times and honored with the Deloitte Fast 50 Clean Technology award in 2022, as well as the Deloitte Fast 500 distinction in both 2021 and 2022, CoolIT's rapid growth is capturing global attention.  

As demand for generative AI, high performance computing and cloud solutions rapidly expands, there has never been a more exciting time to join our team.  

WHAT YOU’LL DO:  

Role:  

We are seeking a customer-focused and technically capable IT Support Analyst to provide frontline and escalated support for our end users and core IT systems. This role is responsible for ensuring a reliable, secure, and efficient technology experience across the organization by resolving incidents, supporting onboarding and offboarding, maintaining systems, and partnering with internal teams and vendors.

Responsibilities:  

End-User Support & Service Delivery (50-60%)

• Provide Tier 1 / Tier 2 support for end users across hardware, software, and collaboration tools.


• Troubleshoot desktops, laptops, mobile devices, printers, and peripherals.


• Support Microsoft 365 including Outlook, Teams, OneDrive, SharePoint, and Office applications.


• Manage user onboarding and offboarding, including account provisioning and equipment setup.


• Respond to and resolve support tickets while meeting service-level expectations.

IT Operations & Systems Support (20-25%)

• Assist with daily operation of core IT systems and services.


• Support user and group management in Microsoft Entra ID (Azure AD).


• Assist with endpoint management, patching, and device configuration.


• Coordinate with vendors and managed service providers to resolve issues.


• Maintain asset inventories, licenses, and access documentation.

Documentation, Process & Continuous Improvement (10-15%)

• Create and maintain IT support documentation and knowledge base articles.


• Identify recurring issues and recommend process improvements.


• Support service desk workflow and resolution consistency.

Project & Initiative Support (5-10%)

• Assist with IT projects such as hardware refreshes and software rollouts.


• Support adoption of new tools and technologies.


• Participate in testing, deployment, and post-implementation support.

WHO YOU ARE:

Basic Qualifications:  

• 3+ years of experience in an IT Support, Service Desk, or Technical Support role.


• Strong troubleshooting skills across Windows, macOS, and business applications.


• Experience supporting Microsoft 365 and modern workplace tools.


• Excellent customer service and communication skills.


• Ability to manage multiple issues in a fast-paced environment.

Preferred Qualifications:

• Experience with Microsoft Entra ID (Azure AD) and endpoint management tools.


• Familiarity with ITIL or service management practices.


• Exposure to SaaS applications and security fundamentals.


• Relevant certifications such as ITIL Foundation, CompTIA A+, or Microsoft certifications.

Skills:

• Customer-first mindset with strong ownership and accountability.


• Strong organizational and documentation skills.


• Collaborative, dependable, and eager to learn.

WHY COOLIT?  

We strive to be an employer of choice and as such we believe in rewarding our employees with career and development opportunities that will maintain and strengthen our culture while aligning to our vision and values.  

We are a company that is full of vibrant, innovative people who love what we do. 

Benefits:

• Vacation and flex days, and paid company-wide shutdown during the holiday season.


• Comprehensive benefits including Dental, Drugs, Optical, Paramedical and Health Spending. These costs are covered by CoolIT and are enacted from your first day.


• Dress for your day – in a casual yet professional environment.


• Retention rewards like “The Big Coffee Break” that reward tenure with additional vacation time and a monetary bonus.


• Employee ownership program.


• Company-funded RRSP contributions to support your long-term financial goals.

We thank every candidate in advance, however, only those selected for an interview will be contacted.  

Successful candidates for this position will be required to undergo background checks including criminal records check and education.