IT Support Analyst (Deskside)

About Metergy Solutions Inc. (“Metergy”)

As one of North America’s most experienced submetering providers, Metergy Solutions has brought turnkey solutions to clients for over 20 years. Metergy supplies, installs and remotely reads meters to measure individual suite consumption of electricity, water, gas, and thermal energy in multifamily and commercial buildings, and bills and collects the utility consumption.

Our innovative Submetering as a Service (SaaS) model generates long-term recurring revenue and has been proven to reduce in-suite energy consumption by an impressive 40%, significantly advancing our clients' decarbonization efforts. This outstanding performance has enabled Metergy to issue green bonds and secure green financing, fueling our sustained growth and creating extraordinary career opportunities for our team.

As the #1 submeter provider in the New York and Canadian markets, and one of the largest in North America, Metergy boasts over 850,000 contracted meters, issues more than 2 million utility invoices annually, and employs over 400 dedicated team members. Our successful acquisitions have consistently exceeded expectations, unlocking immense growth potential.

Metergy is proudly a portfolio company of Brookfield Infrastructure Partners, one of the world’s largest investors, owners, and operators of infrastructure assets across the utilities, transport, energy, data, and sustainable resources sectors. This partnership provides Metergy with access to substantial capital, infrastructure investment expertise, and a global reach, positioning us for continued success and innovation.

Our Mission

Provide building owners and occupants with accurate and reliable utility consumption data through market-leading expertise in turnkey submetering and billing, while fostering a workplace with inspired team members empowered to do more good.

At Metergy, we don’t just believe in our people; we champion them. When individuals feel valued, supported, and inspired to grow, incredible things happen. That’s why we’re thrilled to be recognized as a Great Place to Work

for the

second consecutive year

! This achievement reflects our unwavering commitment to building a workplace that’s respectful, inclusive, and high-performing.

Come be part of a team that leads with

passion

, thrives on

positivity

, and delivers with

precision

. We’re proud of who we are and even prouder of where we’re headed.

Position Overview

The IT Client Support Analyst is a frontline technical support role responsible for delivering exceptional customer service and resolving a wide range of IT issues. You’ll troubleshoot hardware, software, network, and access-related problems across desktop, laptop, mobile, and remote environments. You’ll collaborate with internal teams and end users to drive timely resolution, accurate documentation, and continuous improvement of IT service delivery.

This role is in our head office in Markham, ON

Key Responsibilities

- Provide Tier 1 support for desktops, laptops, mobile devices, and peripherals.

- Diagnose and resolve issues related to Windows OS, applications, network connectivity, VPNs, and remote access.

- Support remote users with connectivity, authentication, and device setup; manage/separate high-severity incidents from identification through resolution.

- Escalate unresolved issues to internal/external teams while maintaining ownership and communication.

- Respond to requests via the helpdesk, phone, email, and remote support tools.

- Document incidents, outages, status updates, and resolutions in the ticketing system in line with IT Service Desk procedures and ITIL practices.

- Participate in daily stand-ups to review queues, priorities, and blockers.

- Perform account provisioning, password resets, and access control using identity tools (e.g., Active Directory).

- Manage user attributes, distribution lists, and group memberships; coordinate approvals and ensure compliance with security policies.

- Perform security administration functions for user, data, and remote access.

- Prepare, configure, and deploy hardware for onboarding and replacements.

- Track assets, ensure proper imaging, and maintain accurate assignment/ownership records.

- Coordinate laptop swaps, device returns, and inventory stocking at physical locations.

- Install/configure/map network drives and printers; troubleshoot networked peripherals.

- Resolve and track incidents involving networks, servers, PC operating systems, applications, and peripherals per procedures.

- Manage users/devices via Microsoft Endpoint Manager / Intune and support Microsoft 365/O365 applications and services.

- Communicate clearly with end users in plain, non-technical language; set expectations and provide timely updates.

- Build strong relationships with users, IT teammates, managers, and business stakeholders.

- Create and maintain internal knowledge base articles, canned responses, onboarding guides, and access “FAQ sheets.”

- Contribute to process improvements and automation (guided forms, AI agents, low-code tooling) to reduce manual effort.

- Proactively stay current with technologies used in the environment and enforce/follow Metergy IT policies, procedures, and best practices.

Qualifications (Must Have)

- 1+ year(s) experience in IT Helpdesk/Desktop Support, including support for remote users.

- Associate degree/technical diploma in IT (or equivalent experience).

- Hands-on experience with:

- Active Directory (create/manage users, groups).

- Microsoft 365/O365 setup, management, troubleshooting & support.

- Microsoft Endpoint Manager / Intune (user/hardware management).

- VPN troubleshooting for remote users.

- Installing/configuring/mapping network drives & printers.

- Solid understanding of Windows OS, basic networking, and ticketing/remote support tools (e.g., Jira/ServiceNow).

- Strong written and verbal communication skills in English, with diligent, detailed note-taking.

- Ability to lift up to 20 lbs (e.g., laptops and peripherals).

Preferred

- CompTIA A+, Network+, Security+; ITIL Foundation.

- Project management exposure/skills.

- Strong understanding of ITIL practices.

- Advanced proficiency with Windows, Active Directory, Microsoft 365, and iOS device support.

- Experience supporting users remotely; familiarity with onboarding/offboarding workflows and access provisioning.

- Awareness of compliance and data protection policies; exposure to scripting/automation or low-code platforms.

Benefits & Perks

• 100% company covered heath and dental benefits from day 1

• Plan for retirement with Deferred Profit Sharing Plan (DPSP) and RRSP Matching

• Grow with us! We cover annual fees for your professional designation

• Paid personal and sick days on top of your vacation

• Summer hours to enjoy the weather

• Company sponsored social events & more!

Metergy’s recruitment process includes accommodation for applicants with disabilities. All accommodations will consider the applicant’s accessibility needs due to disability and are available upon request.