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Job Req ID:  388

Title:  Client Support Analyst

Short Summary

As a member of the IT Shared Services team of Canada Lands Company (CLC), the Client Support Analyst provides first-line Tier 1 rapid response to system alerts and users/customers of all Information Technology services. The role of the Client Support Analyst is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, analyzing, documenting, and actively resolving end user help requests within established Service Level Agreements (SLA). Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. More experienced analysts will be capable of providing support/resolution to some of the more complex issues (Tier 2), as well as contributing to IT project work.

This role will be based out of Toronto or Montreal but will be required to provide support to IT initiatives and end user communities at other Canada Lands Company locations.

Job Description

Via the IT Support Desk, provide Tier 1 customer support, incident management, issue analysis and problem-solving for all reported IT problems.

Accurately log work orders/IT tickets and resolutions into IT software management system (Track-IT); maintain vigilant maintenance of this process and provide weekly statistics to senior leaders.

Provide one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication.

Prioritize work orders/IT tickets according to severity.

Analyze and resolve end-user IT issues, such as password reset, software questions, PC hardware problems, Internet connectivity, virus and cyber threat attacks, and so on.

Perform in-person, on-site installations, troubleshooting, upgrades, maintenance and repairs of PC desktop hardware, printers, multi-function printers, smartphones, tablets, desk telephones and other peripherals.

Deploy, maintain and support Point-of-Sale systems and hardware including Ticketing, Retail, Food & Beverage and Access Control System, as well as maintain and support the associated Web Stores and web content configurations.



A relevant college diploma or university degree in Information Technology, Computer Science, Computer Engineering is required, or equivalent experience.

Minimum of three (3) years of experience in an IT role, including experience with customer service

ITIL Foundations Certification is preferred

A thorough understanding of personal computing, mobile device management, point-of-sale, printers and the software components for each, is essential.

A general understanding of networked environments including patch panels, switches, routers, storage arrays, WiFi and other network communications equipment.

Proficiency with the use of Active Directory, Microsoft Office Suite, Adobe Acrobat and Windows Operating Systems and is required.

A basic hands-on knowledge of the administration of VMWare, MS-Exchange, Checkpoint Firewall and Microsoft System Center Configuration Manager solutions.

The analyst has received or is working towards appropriate Microsoft designation

Bilingualism (English/French) preferred.

Working Conditions

Able to work under pressure to meet tight deadlines, conflicting demands, frequent interruptions, and heavy work loads.
Light to infrequently moderate physical effort. Requires handling of light and moderate weight objects including CN Tower merchandise/inventory, office equipment and other office supplies.
Occasional travel required

Location: CN Tower - Shared Services, 290 Bremner Blvd, Toronto, ON
Employment Status: Employee (Temporary Contract)


Located in the heart of the Entertainment District, the CN Tower is a quintessential Canadian experience, welcoming over 1.8 million visitors each year, and we pride ourselves in our dynamic and diverse culture. With our commitment to service excellence at every guest interaction, CN Tower employees help to create an experience that is truly unique to the City of Toronto.



Please visit our Career Portal any time for new job openings and to keep your resume and contact information up to date. Experience the thrill of Canada's Wonder of the World as a member of an award winning team... climb your way to a 553.33m career.

Canada Lands Company CLC Limited is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Canada Lands Company is proud to provide employment accommodation during the recruitment, selection and/or assessment processes. Should you require an accommodation, please inform us as soon as possible and we will work with you to meet your accessibility needs.