IT Analyst

WHO WE ARE: Leap is revolutionizing the event technology industry by empowering organizers to create experiences that are more engaging, more thrilling, and more impactful than ever before. Our all-in-one suite of ticketing, mobile apps, experiential marketing, and patron management tools, combined with our expert marketing services, allows organizers to drive nonstop engagement and capture all customer data from their entire event. That’s why iconic brands like New York Comic Con, Bonnaroo, Illuminarium, and the NHL choose us to power their events. We are a diverse and passionate team of event experts and fans who are dedicated to helping organizers transform their event experiences. Like our clients, we live and breathe events. We take our passion, knowledge, and hands-on experience and apply it to our work every single day. With offices in Pittsburgh, Dallas, Montreal, and Sydney, and an expansive remote workforce across the globe, our diverse backgrounds give us the experience needed to create incredible events for any industry, anywhere in the world. This is a hybrid role requiring some presence at our office located in downtown Montreal, QC. AS AN IT ANALYST YOU WILL: Assist in the day to day service desk operations of Leap’s IT team Provide technical support to end users via tickets, email, phone and chat Troubleshoot and resolve problems related to network, hardware, software applications, and operating systems Triage, document and log all support requests on our ticketing system Serve as the central point of contact for issue escalations, collaborate with third party vendors to resolve critical issues Responsible for the maintenance, configuration and system administration of IT infrastructure systems, act as the technical SME for IT systems Provide assistance with the onboarding of new employees (e.g. provisioning accounts, configuring and imaging systems, facilitating shipments) Contribute to the IT knowledge base by documenting procedures and creating user guides Conduct quarterly user audits and IT audits of IT-owned systems, ensuring compliance and security standards are met Responsible for planning, coordinating and and executing IT Projects, ensuring they are completed on time QUALIFICATIONS: Associate's Degree, Bachelor's preferred 5+ years experience in a Helpdesk/IT Support position, with at least 3+ working in with a large enterprise-level IT organization 3+ experience working in a Google Workspace Environment, prior Google Workspace administration experience is required 3+ years experience support experience in Windows and Mac environments Prior experience supporting and administrating the following enterprise tools is required: MDM (Jamf, Kaseya), Sophos AV, Atlassian (Jira Service Desk) Experience managing IT inventory, systems, and vendor relationships Excellent written and oral communication skills Highly organized and detail oriented Exceptional problem-solving and analytical thinking skills Strong time management and task prioritization skills Must be self-motivated and have a desire and curiosity to constantly improve technical skills and keep up to date with technological advances Familiarity with PCI compliance ITIL certification and other related industry certification is a plus BENEFITS: We offer Medical, Dental, Vision, and Voluntary benefits Generous PTO Paid parental leave (following 12 months of continuous employment, US only) RRSP/401K Match $200 USD event reimbursement per year Monthly office commute reimbursement (office locations only) Access to learning & development opportunities through our LMS platform and peer-to-peer LeapU program OFFICE INFORMATION: Leap Event Technology is a remote-friendly company. However, we do offer the option of working in the office for employees located in Montréal (CAN), Pittsburgh (U.S.), Dallas (U.S.), Sydney (AUS). All of our offices are stocked with snacks and drinks and we provide a free lunch every week. We offer a monthly travel stipend, and even host the occasional themed party and happy hour! If you don’t live near an office but happen to be visiting nearby, you can work from the office for as long as you need. LEARN MORE: https://leapevent.tech/