IT Support Analyst

MediaValet is a leading provider of digital asset management solutions, and we are looking for a highly skilled IT Support Analystto join the team. This position is a hybrid position based in Vancouver and requires working in our Yaletown office 4 days a week.

The ideal candidate will have extensive experience with both macOS and Windows environments, Microsoft 365, MDM solutions, end-user support, Azure Cloud and networking. Youll play a critical role in ensuring our employees have a smooth, secure, and productive technology experiencewhile contributing to projects that shape the future of our IT operations.

Key Responsibilities:

• Provide Tier 12 support for end users on both macOS and Windows platforms.
• Manage and support Microsoft M365 products, including Exchange Online, MS Teams, SharePoint, OneDrive and more.
• Manage MDM platforms such as Microsoft Intune and JumpCloud for device compliance and provisioning, application deployment, policies, configuration profiles and reporting.
• Support core business applications (e.g., Slack, Zoom, Atlassian) and manage user access and onboarding.
• Prioritize and respond to issues within the ticketing system and maintain good SLA (Service Level Agreement) standards.
• Maintain and troubleshoot networking components, including Cloudflare ZTN, DHCP, DNS, IP routing, firewalls, and switches.
• Maintain endpoint security platforms (e.g., Sophos, SentinelOne) and respond to security alerts.
• Oversee patch management and OS compliance across Windows and macOS devices.
• Assist with Azure AD administration and cloud infrastructure tasks.
• Develop and execute scripts using PowerShell or other scripting tools to automate tasks and improve efficiency.
• Maintain documentation and user guides; deliver training as needed.
• Collaborate closely with the IT Manager on projects, automations and continuous improvement.
• Collaborate with the security team to support risk assessments, access reviews, and ongoing security control monitoring.

Qualifications:

• A bachelors degree or diploma in Computer Science, Information Technology, or similar
• Minimum 3 years' experience in IT support, SysOps role or similar
• Proven experience supporting both Windows and macOS platforms in a business environment.
• Demonstrated ability to multitask effectively and respond to ticketing requests promptly
• In-depth knowledge of computer hardware, software, and networks
• Experience with endpoint hardening, secure device provisioning, and role-based access control (RBAC).
• Solid understanding of security best practices and experience working in environments governed by SOC 2, ISO 27001, or similar compliance frameworks.
• Maintain a positive, can-do attitude in all interactions.
• Ability to determine IT needs and train end-users.
• Exceptional interpersonal and communication skills.
• Strong hands-on knowledge of Microsoft 365 administration.
• Proficiency in PowerShell or other scripting tools.
• Experience managing a large macOS platform is an asset.
• Excellent communication and interpersonal skills.
• Strong focus on security and privacy.
• Exceptional troubleshooting and customer service skills.

Salary Range: $70,000 $80,000/year plus annual bonus based on company performance

Why Work at MediaValet?

• Comprehensive Health & Benefits Plan: From Day 1, we offer a competitive health and benefits plan which includes an Employee and Family Assistance Program (EFAP)

• Paid Time Off:
  We have a generous PTO program, which includes 4 weeks vacation, personal wellness days, sick days, your birthday off, and a paid day off to volunteer!

• Great Location: We are headquartered in the historic Yaletown district of Vancouver, Canada; theres plenty of food, shops and walkable areas around; and its close to transit.

• Home for the Holidays: We shut down operations between December 25th and January 1st every year to allow people to spend time with their families (and not use up vacation time) - and have done so since MediaValet was founded in 2010.

• Family Focused:
  Were committed to providing a career thats family-friendly and have the parental support and leave programs to back that up.

• Committed to Diversity & Inclusion: Our diverse backgrounds, skills, abilities and experiences make us stronger. We work hard to make MediaValet a place where everyone is valued, heard and respected.