Position Overview

Reporting to the Lead, IT Service Center, the IT Service Center Analyst is the front-facing representative of DHC IT, supporting daily operations and delivery of IT services across the organization.

The IT Service Center supports approximately 2,600 users across corporate offices, manufacturing facilities, and remote locations in a hybrid Microsoft Azure and Microsoft 365 (E5) environment. Users range from fully licensed knowledge workers to shared-device and manufacturing floor personnel.

This role is responsible for providing timely, high-quality technical support, ensuring effective resolution of user issues, and delivering a strong end-user experience.

Core Responsibilities

• Provide first-level technical support across a Microsoft 365 E5 environment (Outlook, Teams, OneDrive, SharePoint), Windows 10/11 endpoints, and Azure-integrated services
• Support both corporate and manufacturing/floor users, including shared devices and limited-access accounts
• Respond to incidents and service requests via phone, email, chat, and self-service portal, ensuring accurate ticket logging and categorization
• Prioritize and manage workload in alignment with defined SLAs and business impact
• Perform Identity and Access Management activities (account provisioning, deprovisioning, and changes) in Active Directory and Azure AD
• Support MFA onboarding, troubleshooting, and enforcement
• Troubleshoot common issues related to endpoints, applications, connectivity, and collaboration tools
• Assist with device setup, imaging, and troubleshooting (laptops, shared workstations, and meeting room systems)
• Triage and escalate complex issues to appropriate resolver groups with clear documentation and context
• Assist in creating and maintaining knowledge base articles and support documentation
• Identify opportunities for small process improvements and share recommendations with the team

Learning Opportunities

• Gain hands-on experience supporting enterprise IT operations in a hybrid Azure environment
• Develop practical skills in Microsoft 365 administration and endpoint support
• Learn IT service management practices, including incident, request, and access management
• Collaborate with infrastructure, cybersecurity, and endpoint management teams

Characteristics for Success

• Strong customer service mindset with a focus on delivering a positive user experience
• Excellent communication skills, with the ability to clearly explain technical issues to non-technical users
• Strong problem-solving and troubleshooting abilities
• Ability to quickly learn and adapt to new technologies
• Demonstrates accountability, teamwork, and a willingness to learn
• Able to manage time effectively and handle multiple tasks in a fast-paced environment

Qualifications

• Currently pursuing a bachelor’s degree in computer science, Information Technology, Business, or a related field
• Interest in IT support, end-user experience, and enterprise technologies
• Previous experience in customer service or technical support is considered an asset
• Basic technical writing skills are an asset

Technical Knowledge (Preferred)

• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Windows 10/11 troubleshooting and support
• Active Directory / Azure AD fundamentals (accounts, groups, password resets)
• Multi-Factor Authentication (MFA) concepts
• VPN and remote access technologies
• Microsoft Teams Rooms / meeting room technology