Junior It Support Analyst

Description:

The Junior IT Support Analyst is a hybrid role supporting our downtown Toronto flex office space. Reporting to the IT Manager and collaborating closely with the Senior IT Support Analyst in the UK, the role delivers IT support across the North American region, with a focus on employee onboarding and offboarding, day-to-day end-user support, and supporting compliance activities across the ISO 27001 and SOC 2 frameworks. The role will also assist the Senior IT Support Analyst in the UK in supporting users in the UK office and remote employees across Europe.

As PatSnap transforms into an AI-first organization, the role also supports the administration, IT governance, and adoption of leading-edge AI tools, including Claude Enterprise, ChatGPT Enterprise, and Microsoft Copilot, ensuring these tools are deployed securely, governed appropriately, and adopted effectively across the business.

This is a hybrid position based in our Downtown Toronto office, with an expectation to work from the office approximately two days per week. Additional in-office days may be required from time to time to support onboarding, team collaboration, or business needs.

What You'll Be Doing:

• Deliver a seamless onboarding and offboarding experience by setting up user accounts, provisioning devices, managing application access, and ensuring secure deprovisioning
• Provide first and second-line IT support for hardware, software, Microsoft 365, and connectivity issues across our Toronto office and remote employees
• Configure and maintain Windows and macOS devices, manage IT assets, and support user administration across Microsoft 365 and other SaaS platforms
• Support our security and compliance programs by assisting with access reviews, audit evidence, and IT controls for ISO 27001 and SOC 2 using Vanta
• Help administer and support enterprise AI tools, including ChatGPT Enterprise, Claude Enterprise, and Microsoft Copilot, while promoting secure adoption and best practices
• Collaborate with colleagues across our global IT team on projects, escalations, and continuous improvement initiatives

Tech You'll Work With:

• Productivity & Communication: Microsoft 365 (O365) — including Teams, Outlook, SharePoint, OneDrive, and Exchange Online
• Enterprise AI Tools: Claude Enterprise, ChatGPT Enterprise, and Microsoft Copilot
• Compliance Automation: Vanta (ISO 27001 & SOC 2 controls management)
• CRM & Sales Tools: Salesforce, Outreach, HubSpot
• Sales Intelligence: ZoomInfo, Lusha
• Conversation Intelligence: Gong
• Other tools as adopted by the business - we move fast, and you’ll stay current