QSP Geographics Inc. (QSP) is a fast-growing geospatial technology company that provides a range of industry-leading solutions in disciplines that include GIS services, CAD drafting, survey, engineering, and asset management services. We presently have over 125 employees with offices in Toronto and Ottawa.
IT SUPPORT ANALYST
About The Job
Deliver responsive first-level technical support for end users by troubleshooting hardware, software, and connectivity issues, managing service requests, and ensuring timely resolution or escalation. This role involves hands-on support, including device setup, user onboarding, and peripheral maintenance, with a focus on excellent customer service, documentation, and on-site IT assistance.
Responsibilities
- Provide first-level technical support to end users via phone, email, and in-person for hardware, software, and connectivity issues.
- Diagnose and resolve end-user issues related to password resets, application support, desktop/laptop hardware, printing, and network connectivity.
- Escalate complex or unresolved issues to Tier 2 support staff or other appropriate IT teams.
- Perform on-site installation, maintenance, and repair of desktop computers, printers, and peripherals.
- Participate in IT-related onboarding and offboarding activities (e.g., user account setup, device configuration, and access changes).
- Provide user support for mapping software, including platforms such as ArcGIS, QGIS and other geospatial tools as required.
- Conduct end-user training and create user-friendly documentation or FAQs to reduce recurring support requests.
- Log and maintain accurate records of incidents, requests, and resolutions in the IT service management system.
- Prioritize service requests based on severity and business impact.
- Monitor support trends to proactively identify and address recurring problems.
- Maintain IT documentation including support processes, system configurations, and procedures.
- Provide support in the deployment and configuration of standard desktop software and updates.
- Assist network or system administrators with basic troubleshooting tasks, equipment moves, and installations as needed.
- Coordinate with external vendors for hardware repairs covered under maintenance agreements.
- Always uphold a high level of professionalism, courtesy, and responsiveness when engaging with users.
Required Qualifications And Experience
- Diploma or certification in Information Technology, Computer Science, or related field.
- 3–5 years of experience in a technical support or helpdesk role.
- Solid understanding of Microsoft Windows OS, Office 365 applications, and basic networking principles.
- Experience with IT ticketing systems and remote desktop tools.
- Possess a basic understanding of networking concepts, including IP addressing, DNS, DHCP, and LAN/WAN troubleshooting.
- Strong analytical and problem-solving skills.
- Excellent communication and customer service abilities.
- Ability to prioritize tasks and work effectively under pressure.
- Experience with mapping software, including platforms such as ArcGIS, QGIS and other geospatial tools is a strong asset.
- A+ or other relevant certifications (e.g., ITIL Foundation, Microsoft Certified) are an asset.
- Certifications such as Cisco Certified Network Associate (CCNA) or equivalent foundational networking credentials are considered an asset.
SUCCESS FACTORS
- Provides excellent customer service with a professional, helpful attitude.
- Demonstrates strong troubleshooting skills across hardware, software, and networks.
- Communicates clearly with both technical and non-technical users.
- Manages time effectively and prioritizes tasks based on urgency and impact.
- Adapts quickly to changing needs, technologies, and support environments.
- Proactively solves problems and looks for opportunities to reduce recurring issues.
- Supports and learns specialized tools such as mapping.
- Collaborates well with IT team members and other departments.
- Shows initiative in learning and continuous improvement.
We Promote a Culture That Is Diverse, Inclusive, Innovative, And Performance Driven In An Environment That Is Fun And Exciting. Individuals Who Choose To Be a Part Of Our Organization Are Offered
- Potential to lead innovative projects and initiatives
- Career path exploration and development opportunities
- Opportunities to get involved with teams and charitable events that support the community
- Comprehensive total reward package
Top Benefits
As a team member at QSP you will enjoy:
- Competitive Rates
- Comprehensive benefits package.
- Career development, cross functional training, and advancement opportunities.
QSP Geographics Inc. is an Equal Opportunity Employer.
In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, QSP Geographics Inc. will provide accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.
We thank all applicants for their interest; however, only candidates considered for interviews will be contacted.
