AI Support Analyst

About the Role

ForIT is looking for a help desk professional who's passionate about technology and wants to be part of building something new. You'll run IT support operations for airline clients—troubleshooting issues, managing tickets, and delivering excellent service. AI tools like Claude Code are here to make you more effective, not replace the core skills that matter.

This is an invite-only position for candidates who want to join at the ground floor. As we grow, you'll help us build out our ticketing infrastructure (whether that's a homegrown system or Microsoft Dynamics) and shape how we deliver support.

What You'll Be Doing

Help Desk Operations for Airlines

You'll be the frontline support for our airline clients, handling:

Tier 1/2 IT Support: Troubleshooting hardware, software, and connectivity issues
Ticket Management: Triaging, prioritizing, and resolving support requests efficiently
User Communication: Clear, professional communication with end users and stakeholders
Documentation: Creating and maintaining knowledge base articles and procedures

Airlines operate 24/7, including weekends and holidays. We're looking for someone with flexibility to work non-traditional hours as client needs require.

AI-Powered Support with Claude Code

This isn't a traditional help desk role. You'll use Claude Code to:

Accelerate Troubleshooting: Build and refine prompts that turn Claude Code into an effective support tool
Automate Repetitive Tasks: Script solutions for common issues
Generate Documentation: Create runbooks, guides, and procedures faster
Analyze Patterns: Identify recurring issues and propose systematic fixes

Growing the Business

As we get up and running, there's opportunity to help grow ForIT beyond just support delivery:

Demonstrate Value: Deliver exceptional service that becomes a reference for new clients
Identify Opportunities: Spot ways to expand services with existing clients
Work Toward Gaining Clients: Help with proposals, demos, or discovery calls as you develop expertise
Shape the Service: Your feedback will directly influence how we build and package our offerings

What We're Looking For

Required

2+ years of IT help desk or support experience
Strong troubleshooting skills across Windows, macOS, and common business applications
Excellent written and verbal communication
Experience with ticketing systems (ConnectWise, Freshdesk, Zendesk, etc.)
Weekend and flexible hour availability (airlines don't stop on Saturdays)
Self-motivated and comfortable working independently
Canadian citizen or permanent resident (no visa sponsorship available)

Preferred

Microsoft 365 administration experience (Exchange Online, SharePoint, Teams)
Microsoft Entra ID (Azure AD) experience—user management, conditional access, SSO
Experience supporting aviation, transportation, or 24/7 operations
Familiarity with Claude Code or other AI development tools
MSP experience or understanding of managed services
Interest in automation and scripting (PowerShell, Python, or similar)
You tinker with tech in your free time—homelab, side projects, always trying new tools
You're the person friends and family call when their computer acts weird

Why This Role

Ground Floor Opportunity: Join early and grow with us
AI-First Approach: Use cutting-edge tools, not just traditional ticketing
Real Impact: Your work directly shapes client relationships and company growth
Toronto-Based: Hybrid role with flexibility
Flexibility + Ownership: We care about results, not micromanagement

Compensation

Contract position with competitive hourly rate based on experience. Potential for expanded hours and scope as client base grows.

How to Apply

Submit your resume and a brief note about:

Your help desk experience
Any experience with AI tools (Claude, ChatGPT, etc.)
Your availability for weekend/flexible hours
What interests you about joining an early-stage MSP

We review applications continuously and will reach out to schedule a conversation.