IT Support Analyst

Location: North Bay, Ontario

Employee Status: Full Time / Permanent

Company: Voyageur Aviation Corp is the parent company of Voyageur Airways, Voyageur Aerotech, and Voyageur Avparts. Voyageur Aviation Corp manages these three entities under the same core principles of comprehensive Safety Management, Quality Assurance, and Client-Dedicated Solutions. Under Voyageur Aviation Corp, Airways, Aerotech, and Avparts can combine their expertise on aircraft services and products to offer an unparalleled one-stop-shop for aviation related clients across the globe.

Benefits: Voyageur offers employees and employees' families extensive benefits. Extended health care benefits include dental, vision, prescription drugs, hearing, out-of-country insurance, orthotic devices, semi-private hospital, and more. Other benefits include life and disability insurance, an employee share ownership program, a retirement pension plan, and a number of other employee assistance programs.

Job Description: Voyageur has an exciting opportunity to be a part of a dynamic team. We have an immediate opening for an IT Support Analyst to work closely with Voyageur employees while providing application and hardware support. The incumbent is required to take direction from the IT Application Support and IT Systems Administrator.

Provide effective and courteous front line services to IT users on site so that they can efficiently carry out their work and identify opportunities to improve their use of technology. Comply with Voyageur Corporate Principles and guidelines and IT standards and policies.

Provide support to staff on all Corporate supported applications and services. Troubleshoot & resolve desktop computer, laptop, mobile, and printer problems.


  • Manages all operating systems and end-user software

  • Deploys workstations, servers, printers, scanners, mobile phones, and accessories to Voyageur staff and customers

  • Provides technical support to employees and customers

  • Manages end-user accounts, permissions, access rights, storage allocations in accordance with enterprise IT policies and procedures

  • Performs software and hardware audits

  • Responsible for incident investigation, diagnosis, resolution and closure

  • Provides recommendations on software and hardware improvements, upgrades, patches, reconfigurations and/or purchases

  • Participates in IT configuration management based on best practices and internal policies

  • Performs documentation on services and configuration and maintains and updates existing documentation and procedures

  • Any other tasks as assigned by the IT Manager

  • Respond to general IT service requests

  • Receive and accurately record IT service requests, solve hardware and software problems and ensures, with the aid of the appropriate internal or external resource, that application and system problems are resolved and follows up with the customer in a timely fashion with the appropriate corrective action

  • Configure/install software and hardware for desktops and peripherals.

  • Register and inventory all IT hardware/software to comply with company policy and vendor license agreement.

  • Identify and report opportunities to improve work/workflow of users by using desktop, business and process software applications more optimally and act on those that are end user specific which can be dealt with in a relatively short time period

  • Inform the accountable manager of end-user IT training requirements for his/her staff and assists in client IT training program development in order to improve user effectiveness.

  • Recommend required IT hardware inventory to ensure business continuity

  • Support and monitor site IT policies for compliance and reports deviation.

  • Develop, maintain and keep current desktop support and installation documentation ( includes installation images)

  • Respond to staff questions / concerns, initiated by trouble ticket, either in person or on the phone

  • Troubleshoot desktop/laptop computer software and hardware problems

  • Troubleshoot mobile software and hardware problems

  • Document trouble ticket work details and resolutions for future reference

  • Maintain current IT asset assignment and inventory

  • Complete physical installations of computer equipment throughout the Enterprise

  • Complete software installations and upgrades

  • Provide one on one software training to Enterprise staff as required

  • Manage user accounts, permissions and access

  • Provides regular reports on ticket resolutions and progress

Technical Qualifications:

  • Experience configuring, managing and maintaining virtualized environments;

  • College or university graduate in a technology or business field

  • 3+ years of experience in Information Technology field

  • ITIL or similar (Six Sigma, Lean, ISO20000, COBIT, etc.) certifications are an asset

  • Excellent knowledge and experience in a Microsoft environment

  • Proficiency in various flavours of Linux an asset

  • Excellent working knowledge and experience with current internet technologies

  • Able to communicate effectively with non-technical staff and with members of interdisciplinary teams

  • Ability to work both independently and in a team oriented, collaborative environment

  • Ability to effectively prioritize and execute tasks in a high pressure environment

  • Proven analytical and problem solving abilities

  • Excellent oral and written communication skills


  • Computer related degree or diploma from a technical Institute

  • Post secondary schooling in the area of Information Technology / computer science

  • Proven skills in technical support and computer software/hardware troubleshooting

  • Excellent written and oral communication skills

  • Experience with Microsoft Windows environment

  • A+ certification and MCP/MCSE certification an asset

  • Must possess a valid driver’s license