Field Support Analyst

Imperial Brady Canada, leading national distributor, has a job open in Saint-Laurent. The Field Support Analyst serves as the primary IT point of contact for end users, ensuring a high level of customer service and operational excellence. The role is responsible for maintaining end-user computing environments, supporting corporate technology initiatives, enforcing security standards, and contributing to continuous improvement of IT services. This position works closely with infrastructure, security, application, and business teams to ensure reliable and secure technology services that enable business operations. Responsibilities: End User Experience & Customer Service Act as the face of IT for onsite and remote end users, delivering exceptional customer service and technical support. Build strong relationships with business stakeholders to understand operational needs and technology requirements. Ensure timely communication and follow-up throughout the incident and service request lifecycle. Participate in user onboarding, offboarding, and departmental moves/adds/changes. Endpoint Management & Modern Workplace Support and maintain Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint. Manage endpoint deployment, configuration, and compliance using enterprise management tools such as Microsoft Intune, SCCM/MECM, Autopilot, and Group Policy. Perform software deployments, patch management, and operating system upgrades. Support mobile device management (MDM) and mobile application management (MAM). Cybersecurity & Compliance Ensure adherence to corporate security policies, standards, and procedures. Assist in the remediation of endpoint security vulnerabilities. Support identity and access management processes, including Active Directory and Entra ID (Azure AD). Participate in security audits, risk assessments, and compliance activities. Support multifactor authentication (MFA), endpoint protection, and data protection initiatives. Incident, Problem, and Change Management Follow ITIL-based incident, problem, request, and change management processes. Participate in root cause analysis for recurring technical issues. Identify trends and recommend proactive solutions to reduce support volumes. Escalate issues appropriately while maintaining ownership through to resolution. Asset & Lifecycle Management Manage the full lifecycle of IT assets, including procurement, deployment, inventory tracking, warranty management, refresh planning, and disposal. Maintain accurate asset management and configuration management databases (CMDB). Participate in annual technology refresh programs and hardware standardization initiatives. Project Participation Support infrastructure and technology deployment projects. Assist with office openings, closures, relocations, and warehouse technology rollouts. Participate in testing, validation, and deployment of new technologies and system upgrades. Provide technical input during project planning and implementation phases. Documentation & Knowledge Management Create and maintain technical documentation, knowledge articles, support procedures, and user guides. Contribute to continuous improvement of support processes and standards. Maintain accurate records of incidents, requests, resolutions, and system configurations. Technical Skills Microsoft Intune / Endpoint Manager Microsoft Entra ID (Azure Active Directory) Microsoft Teams administration and support Windows 10/11 Enterprise administration Microsoft Autopilot SCCM/MECM administration VPN and remote access technologies Networking fundamentals (TCP/IP, DNS, DHCP, VLANs, Wireless) Endpoint Detection & Response (EDR) solutions such as Microsoft Defender PowerShell automation and scripting Service Management Experience working within ITIL service management frameworks. Experience using ticketing platforms.   Qualifications: 5+ years of experience or equivalent proficiency level in desktop support, security, PowerShell scripting, networking and/or hardware and software support Experience supporting enterprise environments with 500+ users across multiple locations. Experience working in warehouse, distribution center, manufacturing, or logistics environments is considered an asset. Demonstrated ability to manage competing priorities in a fast-paced operational environment. Proven experience supporting executive and VIP users. Strong analytical, troubleshooting, and problem-solving skills. Ability to work independently while collaborating effectively within cross-functional teams. Occasional travel may be required to support regional locations and technology deployments. Ability to participate in after-hours support, maintenance windows, and on-call rotations as required. Fluent English & French is a must.   Working/Other Conditions: Hybrid work model. Indoor office environment. Ability to work in a fast-paced environment. Prolong periods of sitting, and computer and phone use.