IT Systems Support Analyst

The anticipated annual salary range for this position, at the time of posting, is outlined below. Estimated pay ranges that are provided on various social media sites are not representative of NORR's range for this position. Compensation is based on individual education, qualifications and experience.

We also provide our employees with a comprehensive benefits package. Our offerings include medical, dental, vision and life insurance.  Short and long-term disability insurance and a 401(k)-retirement savings plan with employer contributions are also part of our total rewards. To support your well-being, we offer access to Wellness and Employee Assistance Program (EAP) programs.

This role reports into the above mentioned office, however NORR offers all of its employees the opportunity to work either from home or from a NORR office. This position requires the individual to be within commuting distance from our NORR Chicago office to assist with service needs. 

NORR is an employee-owned global architecture and engineering firm. Our multi-disciplinary team of 800 professionals is active in 12 market sectors across Canada, the US, UK and UAE. Design thinking is a cornerstone of our purpose as it has for more than 85 years. We push the boundaries of what is possible to support people and the planet. 

We are currently seeking an IT Systems Support Analyst to join our Information Technology team. As an IT Systems Support Analyst, you will be a part of a dynamic global team providing real time support to the Chicago office, as well as servicing multiple partnering offices across North America and the UK. You will be responsible for deployment, standardization and maintenance of “client side” information technology solutions. All technology tasks will be expected to meet (and/or exceed) Service Level Agreements (SLAs). Additionally, this role will take advisement from supporting Infrastructure resources.

Reporting to the Manager, IT Service Delivery, this customer-focused role supports fast-paced Architecture, Engineering, and Interior Design teams by resolving IT issues, requests, and projects quickly and with minimal business disruption.

This position is required to be onsite. 

Duties and Responsibilities

• Diagnoses, troubleshoots, and fixes hardware, software, network, and user account issues across multiple platforms (Windows) in a timely manner
• Deploys, configures, patches, updates or rolls out approved software, operating systems, and security updates, ensuring compliance with standards and policies
• Manages iOS and Android mobile devices using MDM solution (Intune)
• Documents all support tasks, resolutions, workarounds in the ticketing system; maintain knowledge base or runbooks
• Assists with user onboarding/offboarding: setup new user accounts, permissions, setup hardware, IT orientation
• Assists in maintaining internal IT policies and procedures and ensure support work is compliant
• Maintains asset inventory
• Liaises with third-party vendors and contractors when needed for specialized support, warranty work, or software/hardware escalations; ensure service levels are met 

Required Skills

• Prior experience working on Service Desk teams, desktop and mobile support, and IT Operations
• Possesses strong verbal and written communication skills in English
• Demonstrates excellent customer service skills
• Possesses strong analytical skills
• Expertise with Active Directory, O365 and Azure environments, including Teams, Outlook, Office Apps, Windows Desktop Management and Endpoint Manager (Intune)
• Proficiency in Microsoft Windows 11 Operating Systems, iOS, and Android OS
• College Diploma or University Degree in Information Technology or equivalent experience is required
• IT Certifications in ITIL, Microsoft, CISCO considered an asset

Required Experience

• 3-5 years' experience 
• Salary Range: $60,000.00 - $85,000.00 /annually