Desktop Support Specialist

Company Overview

National Logistics Services (NLS) is Canada’s leading retail logistics provider for global lifestyle brands, including apparel, footwear, accessories, and sporting goods. NLS’s well-established Canadian retail relationships, transportation partnerships, and infrastructure provide our internationally recognized clients with a significant advantage for reaching and serving consumers in Canada and beyond through wholesale, brick-and-mortar, and e-commerce channels.

Our people are the driving force behind our culture, and we embrace our P.I.E.C.E values every day. At NLS, you can contribute new ideas and are empowered to do so. Joining Canada’s leading retail logistics provider can provide opportunities that you may have never considered. With our continued expansion into new markets and new supply chain capabilities, our future is one of growth and opportunity.

The Desktop Support Specialist role will serve as primary escalation point for all problem/issues along with all members of the Support team. The purpose of the role is to ensure the stable and efficient operation and support of the organization’s desktop computing and network environment. This includes designing, installing, diagnosing, maintaining, and upgrading the Company’s desktop computing environment to ensure optimal workstation performance by addressing hardware, operating system, imaging, application delivery, inventory, and support tools.

The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required. They may also perform some routine operations tasks like managing backups or reviewing logs.

• Support a wide variety of users through phone and email communication as well as personal interaction.
• Analyze and diagnose problems reported by end-users and formulate viable solutions to satisfy user’s requirements.
• Install and update operating systems, applications, and security patches.
• Support Microsoft 365, Outlook, MS Teams, SharePoint, Defender, Intune deployment, VPNs, and collaboration tools.
• Document issues, resolutions, and technical procedures.
• Maintain IT inventory and asset tracking.
• Ensure compliance with cybersecurity and company IT policies.
• Hands‑on experience with Windows/Linux/ Android environments.
• Address user tickets regarding hardware, software and networking.
• Collaborate with existing vendors to evaluate new technology that is available and make recommendations to management on using that technology.
• Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, tablets, printers, mobile devices, RFs, phones and other computer and telecommunications equipment.
• Assess recurring issues and create automated processes to eliminate the need for repeated manual tasks.
• Troubleshoot and resolve issues with workstation hardware and software.
• Set up and deploy IT equipment for new employees.
• Troubleshoot LAN/WAN, Windows server and connectivity issues.
• Add/change/remove end user pc, phones and peripherals.
• Remote desktop support for client, corporate and home office employees.
• Work with fellow members of the IT department to accomplish assigned projects.
• As required, train users in various software and operating system activities.
• Performs departmental and/or corporate office moves and additions.
• Effectively manage multiple projects, activities and tasks simultaneously and prioritize based on business requirements.
• Evaluate, recommend and implement desktop tools.
• Recommend improvements and/or appropriate changes to policies and procedures.
• Maintain a library of build images and related process documentation.

• Diploma in Computer Science or Networking courses or equivalent, combination of education and experience in computer systems technology.
• CompTIA A+ certified.
• Must possess a working knowledge of hardware components, hardware configurations, and have strong software experience.
• 3–5 years of prior experience in a desktop support role is preferred.
• Experience supporting applications developed on Windows.
• Technology infrastructure selection and…