IT Support Analyst (Junior/Intermediate – High Ownership Role)
Sherwood Park / Edmonton Area, AB
Full-time with combination of onsite & remote work
About IT Crowd
IT Crowd is a locally owned Managed Services Provider (MSP) based in Sherwood Park, Alberta.
We provide proactive IT support, cybersecurity, cloud solutions, security camera systems, and VoIP business communication services to small and mid-sized businesses.
We are not a high-volume, low-quality IT shop.
We focus on doing things right, building long-term client relationships, and delivering dependable, professional service.
We are a small, growing team, which means:
- Your work matters
- Your decisions have impact
- Your growth is directly tied to the company’s growth
This Is Not a Typical “Helpdesk Job”
If you are looking for a role where:
- You only do what you are told
- You avoid responsibility
- You want to stay in your comfort zone
This is not the right fit.
If you are someone who:
- Takes ownership of problems
- Wants to continuously improve
- Enjoys figuring things out
- Takes pride in doing things properly
You will do very well here.
What We Actually Need
We are looking for someone who helps reduce workload, not add to it.
That means:
- You follow through on issues without constant supervision
- You think ahead instead of reacting
- You document what you learn
- You look for ways to prevent repeat problems
- You communicate clearly with clients
What Success Looks Like (First 6 Months)
- You can independently handle common support requests
- Clients trust you and feel confident when speaking with you
- You reduce repeat issues by documenting and improving processes
- You require less direction over time; not more
- You actively contribute to making the team more efficient
Key Responsibilities
Client Support
- Provide remote and onsite IT support to business clients
- Resolve issues efficiently while maintaining a high level of professionalism
- Communicate clearly with non-technical users
- Deliver a positive and professional client experience
Troubleshooting & Ownership
- Diagnose and resolve hardware, software, cloud, and network issues
- Take ownership of problems until they are fully resolved
- Escalate when needed, but not prematurely
- Research and troubleshoot unfamiliar issues independently
Microsoft 365, Azure & User Management
- Support Microsoft 365 environments including Exchange Online, SharePoint, Teams, and OneDrive
- Support Microsoft Entra ID (Azure Active Directory) environments
- Create, manage, and secure user accounts, groups, and permissions
- Assist with onboarding and offboarding users
- Manage Microsoft 365 licensing and tenant administration
- Support Multi-Factor Authentication (MFA), Conditional Access, and identity security solutions
- Troubleshoot Microsoft 365 and Azure-related issues
- Assist with Azure cloud services, virtual machines, and cloud-based resources
Deployment & Maintenance
- Configure and deploy workstations, laptops, and mobile devices
- Perform workstation migrations and user profile transfers
- Assist with maintaining backups, security systems, and monitoring tools
- Support Microsoft Defender and endpoint security platforms
- Install, configure, and troubleshoot IP-based security camera systems and NVRs
- Participate in the installation, configuration, and support of network, Wi-Fi, VoIP, and security camera systems at client sites
- Support VoIP systems (CrowdTalk) as needed
Documentation & Improvement
- Document issues, solutions, and processes clearly
- Contribute to improving internal efficiency
- Identify and reduce recurring problems
- Maintain accurate client documentation and asset records
Technical Environment
You will work with:
- Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive)
- Microsoft Entra ID (Azure Active Directory)
- Microsoft Azure cloud services
- Windows 10/11 and Windows Server
- Microsoft Defender and security solutions
- Networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi, VPNs, firewalls)
- RMM and PSA tools
- Backup and disaster recovery platforms
- Cybersecurity and endpoint protection platforms
- VoIP systems
- IP security camera and surveillance systems
What We Are Looking For
Required
- 1–3 years of IT support experience (or strong equivalent ability)
- Solid understanding of Windows operating systems
- Strong troubleshooting mindset
- Clear and professional communication skills
- Ability to stay organized and follow through
- Experience supporting Microsoft 365 environments
- Basic understanding of networking concepts
Preferred (Not Required)
- Experience with Microsoft Entra ID (Azure Active Directory)
- Familiarity with Microsoft Azure administration
- Experience managing Microsoft 365 tenants and licensing
- Understanding of Multi-Factor Authentication (MFA) and Conditional Access
- Experience with Microsoft Defender and endpoint security solutions
- Basic experience with IP security camera systems, NVRs, and surveillance networking
- Exposure to RMM, PSA, and MSP environments
- Microsoft certifications are considered an asset
More Important Than Technical Skills
- Ownership mindset
- Reliability and accountability
- Willingness to learn quickly
- Ability to work independently without constant direction
- Strong attention to detail
- Desire to continuously improve
Requirements
- Valid driver’s license
- Reliable vehicle (mileage reimbursed)
- Must be legally eligible to work in Canada
- Ability to communicate clearly, professionally, and confidently in spoken and written English with clients, vendors, and team members
Why This Role Is Different
- Real-world experience across multiple business environments
- Exposure to Microsoft 365, Azure, cybersecurity, networking, VoIP, and security camera technologies
- Participation in network, Wi-Fi, VoIP, and security camera deployments
- Direct impact on clients and company success
- Rapid learning and growth opportunities
- Work in a small, professional, high-trust team
- Opportunity to take on increasing responsibility as your skills grow
How to Apply (Important)
Send your resume and cover letter to:
[email protected]
Subject: Support Analyst – High Ownership Role
In your email, include answers to the following three questions (required):
- What does “taking ownership” of a problem mean to you, and give an example from work, school, or personal life where you took ownership?
- Describe what an excellent client experience looks like from your perspective. How do you ensure you deliver it?
- What is your salary expectation for this role?
Phone Screening
Based on your answers to the email questions, selected candidates will be contacted for a phone screening consisting of two questions.
Only candidates who answer the email questions and pass the phone screening will move forward.
Thank you.
Pay: $40,372.52-$81,738.06 per year
Benefits:
- Casual dress
- Mileage reimbursement
Work Location: Hybrid remote in Sherwood Park, AB
