MediaValet is a leading provider of digital asset management solutions, and we are looking for a highly skilled IT Support Analyst to 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. You'll play a critical role in ensuring our employees have a smooth, secure, and productive technology experience---while contributing to projects that shape the future of our IT operations.

Key Responsibilities

Provide Tier 1--2 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 bachelor's 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.

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; there's plenty of food, shops and walkable areas around; and it's 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: We're committed to providing a career that's 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.

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IT Support Analyst