Level 2 IT Support Analyst (Helpdesk Lead)

Polar Racking Inc. is a North American leader in the design, engineering and manufacturing of PV mounting systems. We are at the forefront of PV innovation, leading the industry in cutting-edge design with a focus on continuous innovation, with a vision to deliver the highest value to our clients at the lowest cost per kWh. Our diversified portfolio of ground mount products for the commercial and utility scale markets, coupled with our unique suite of engineering collaboration tools, technical services, and installation support, allows us to deliver turnkey solutions that are modular, lighter, and quicker to install. We support our North American clients from multiple locations in North America.

We are looking for a proactive Level 2 IT Support Analyst to serve as the foundational "anchor" of our internal Helpdesk. This is a high-ownership role designed for a technical professional who wants to move beyond simple troubleshooting and actively shape how IT support is delivered across our global organization.

You won't just be closing tickets; you will be responsible for establishing a stable, documented, and highly efficient support ecosystem. You will own the day-to-day operations, resolve escalated issues, and drive the creation of a centralized knowledge base to ensure a consistent, high-quality experience for all staff.

Key Responsibilities:

• Full Helpdesk Ownership: Serve as the primary point of contact for global technical support, managing the ticket queue end-to-end.
• Advanced Troubleshooting: Triage and resolve simple to complex Level 1 and Level 2 requests involving applications, connectivity, OS, and advanced account issues, efficiently, maintaining high standards for response and resolution times maintaining SLA’s.
• Ticket Control: Log, track, and close all support tickets accurately using the defined IT Service Management (ITSM) platform
• Documentation & Knowledge Leadership: Build and maintain a centralized IT Knowledge Base, including user-facing guides, internal troubleshooting procedures, and SOPs.
• Proactive Problem Management: Identify recurring "death by a thousand cuts" trends and collaborate with Senior Systems Administration to develop permanent, systemic solutions.
• Lifecycle & Identity Management: Execute the IT portion of onboarding and offboarding, ensuring secure account provisioning (Entra/M365) and equipment retrieval.
• Infrastructure Support: Manage patching, deployment, and inventory for end-user hardware, while providing core support for Windows Environments and Microsoft 365 services.
• Mentorship: Ensure the broader support team, including interns and outsourced vendors, adheres to established documentation standards and processes.

Qualifications & Experience:

• Experience: At least 3 years of hands-on experience in a dedicated IT Helpdesk or Level 2 technical support role.
• Microsoft Ecosystem Expertise: Strong proficiency in Windows 11, Windows Server, and Microsoft 365 administration (Exchange, Teams, SharePoint, OneDrive, Entra, and Intune).
• Networking Fundamentals: Intermediate troubleshooting skills in TCP/IP, DNS, VPN, and Wi-Fi connectivity.
• The "Process Mindset": A proven ability to document complex procedures and implement organizational best practices within a helpdesk environment.
• Communication & Autonomy: Excellent verbal and written skills for supporting diverse users across multiple time zones, with the ability to prioritize a complex queue with minimal supervision.
• Self Management: Highly organized, proactive, and capable of prioritizing a complex queue of tickets for end users, with excellent time management skills.

Why Polar Racking?

Join our team and become part of a dynamic company at the forefront of the renewable energy sector. In addition to competitive compensation, we offer a comprehensive benefits package including RRSP contributions, generous vacation time, and the opportunity for career growth.

As a valued member of our team, you'll also enjoy perks such as a company vehicle and a collaborative, fun work environment where innovation and teamwork are celebrated. If you're passionate about making a positive impact in the world while working with a supportive team, we invite you to apply and embark on an exciting journey with us.

We value an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. We are proud to be an equal opportunity workplace.