IT Support Analyst

At Canadian Solar, our vision is to make lives better by bringing electricity powered by the sun to millions of people worldwide. As a leading manufacturer of solar panels, inverters, and energy storage solutions, we've been an industry front-runner since our founding in 2001. Our commitment to sustainability is reflected in all parts of our organization as we navigate the complexities of a booming industry.

Throughout Canadian Solar's subsidiaries, e-Storage, Recurrent Energy, MSS and CSI Solar Co., we invest in our employees' growth. Our training programs and promotional opportunities ensure we all can continue to learn. We understand the importance of work-life balance and provide various flexible work options to support our employees' well-being. Join our team to "Make the Difference" by creating a lasting positive impact on the world and the communities where we operate.

About The Position

As an IT Support Analyst at Canadian Solar, you are the frontline technical expert for our entire workforce. This pivotal role delivers high-quality, responsive support for all employees across regional and remote offices, global manufacturing plants, and field operations. Working collaboratively with the IT team, you will ensure the seamless operation and maximum uptime of all corporate devices and workplace technologies used by the organization.

The successful candidate will be responsible for maintaining our core computing environment. Your duties encompass end-to-end device management, including imaging, deployment, and inventory tracking. Additionally, you will provide rapid resolution for user hardware and software issues and oversee the provisioning and re-provisioning of equipment during staff transitions. You will also support IT procurement by sourcing vendors, placing orders, and ensuring all purchases receive required internal approvals.

Key Responsibilities

Technical Support & Troubleshooting

• Provide direct technical support for a wide range of end-user and enterprise assets, including desktops, laptops, mobile devices, peripherals, printers, scanners, and local servers.
• Actively troubleshoot, diagnose, and facilitate the resolution of complex issues spanning hardware, software, and network connectivity organization wide.
• Own, monitor, and resolve user requests and issues through the helpdesk ticketing system, ensuring accurate documentation and adherence to service level agreements.
• Identify and escalate critical technical issues promptly, communicating their status, impact, and resolution progress to both end users and key stakeholders, including management and other IT teams.

User & System Administration

• Administer user access and permissions in critical platforms, including Active Directory, Office 365, and Mobile Device Management (MDM) solutions, ensuring strict adherence to access control policies.

Asset & Inventory Management

• Manage the entire lifecycle of corporate IT assets across multi-site offices and global manufacturing plants, from deployment and support through decommissioning.
• Maintain accurate inventory records and monitor resources to ensure continuous availability of essential hardware and software for the workforce.

Documentation & Knowledge Management

• Develop and maintain a comprehensive IT knowledge base for common technical issues, standard operating procedures (SOPs), and self-service guides.

              Core Professional Skills

• Maintain a Customer-Centric Focus by prioritizing the end-user's needs, satisfaction, and overall experience, by delivering support with professionalism, patience, and empathy while clearly communicating throughout the resolution process.
• Effectively translate complex technical concepts into clear, non-technical language for all users, both verbally and in documentation.
• Utilize methodical and analytical thinking to diagnose the root cause of issues and implement effective, lasting solutions.
• Demonstrate excellent time management and organizational skills to efficiently prioritize tasks and manage multiple concurrent support requests.

Required Qualifications

• Post-secondary education in Information Technology or a closely related field.
• Experience troubleshooting a wide range of business applications, including locally installed software and cloud-based (SaaS) platforms like Microsoft 365.
• Experience with performance monitoring technologies and diagnostic tools used for system health and troubleshooting.
• Basic understanding of Microsoft Teams, Windows 10 & 11, Office suite, Microsoft Defender, and Intune.
• General knowledge of basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Ability to provide technical assistance for virtual and in-person conferences.
• Willingness to support users across multiple countries and adapt to diverse needs.

Preferred Qualifications

• Knowledge-Centered Service (KCS) Certification.
• Kepner Trego (KT) Certification.