MAI Transition Support Analyst

ABOUT US 
At HUB International, we are a team of entrepreneurs. We believe in protecting and supporting the aspirations of individuals, families, and businesses. We help our clients evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees to learn, grow, and make a difference. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence. 
 
HUB is the 5th largest global insurance and employee benefits broker, providing a boundaryless array of business insurance, employee benefits, risk services, personal insurance, retirement, and private wealth management products and services. With over $5 billion in revenue and almost 20,000 employees in 600 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions. 
 

The MAI Transition Support Analyst will be the first point of contact for technical support requests from internal users. This role involves diagnosing and resolving a variety of IT issues related to hardware, software, networking, and systems. The Analyst will provide timely, courteous, and effective solutions, and will escalate complex issues to senior team members as needed. The ideal candidate will possess strong troubleshooting skills, a customer-oriented mindset, and a desire to learn and grow within the IT field.

Key Responsibilities:

• User Support & Issue Resolution:
  • Respond to and resolve technical support requests via phone, email, and ticketing systems (e.g., ServiceNow, Jira).
  • Troubleshoot and resolve issues related to desktop computers, laptops, mobile devices, printers, software applications, and network connectivity.
  • Assist users with setting up hardware, installing software, and configuring systems.
• Ticket Management:
  • Log and track support tickets in the IT service management platform, ensuring accurate documentation of issues, resolutions, and time spent.
  • Prioritize and escalate tickets based on urgency and complexity, ensuring high levels of service and user satisfaction.
  • Follow up with users to ensure issues are fully resolved and that users are satisfied with the solutions provided.
• Technical Support:
  • Provide support for common operating systems (Windows, macOS, Linux) and enterprise software applications used within the organization.
  • Offer troubleshooting guidance for network-related issues, including Wi-Fi, VPN, MFA, and remote access problems.
  • Assist with system updates, patches, and software installations to ensure a secure and up-to-date IT environment.
• Collaboration & Escalation:
  • Collaborate with other IT teams (network, infrastructure, security) to resolve complex technical problems and improve overall IT service delivery.
  • Escalate issues that cannot be resolved at the Analyst level to higher-level engineers or management.
  • Maintain open communication with users and internal stakeholders regarding the status of support requests.
• Documentation & Knowledge Management:
  • Create and maintain knowledge base articles, FAQs, and troubleshooting guides to assist users with common issues.
  • Document all technical issues, resolutions, and processes for future reference and to enhance team efficiency.
• User Education & Training:
  • Assist with onboarding new employees by providing IT training on systems, software, and best practices.
  • Educate users on how to use software and hardware tools effectively to enhance productivity.

Qualifications:

• Associate's degree in information technology, Computer Science, or a related field, or equivalent experience.
• 1-2 years of experience in a technical support or IT helpdesk role, preferably in a corporate or enterprise environment.
• Strong troubleshooting skills and the ability to solve a wide range of technical issues.
• Familiarity with IT service management platforms (e.g., ServiceNow, Jira) and ticketing systems.
• Basic knowledge of networking concepts, operating systems (Windows, macOS, Mobile, Networking), and common software applications.
• Excellent communication skills, both verbal and written, with a customer-first mindset.
• Ability to work well under pressure, handle multiple tasks simultaneously, and prioritize tasks effectively.

Preferred Skills & Experience:

• IT certifications (CompTIA A+, Microsoft Certified Professional, etc.) are a plus.
• Experience with remote support tools and systems administration.
• Knowledge of cloud-based applications and services (e.g., Microsoft 365, Google Workspace).
• Experience supporting both hardware and software environments.

Although hybrid to a local HUB office is desirable, we are open to remote candidates. 
 

JOIN OUR TEAM 
Do you believe in the power of innovation, collaboration, and transformation?  Do you thrive in a supportive and client focused work environment?  Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization?  When you join HUB International, you will be part of a community of learners and doers focused on our Core Values: entrepreneurship, teamwork, integrity, accountability, and service. 

The expected salary range for this position is $55,000 to $65,000 and will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level.  If you believe that your qualifications and experience surpass the minimum requirements for this role, we encourage you to submit your application. By doing so, we will be able to keep your application on file for consideration for potential future positions within our organization. HUB International is proud to offer comprehensive benefit and total compensation packages which could include extended health benefits, disability insurance, RRSP matching, paid-time-off benefits, and eligible bonuses, and commissions for some positions.