I.T. Support Technician

Founded in 2000 by three former Royal Canadian Air Force (RCAF) CF-18 fighter pilots who identified an opportunity to improve military readiness training, Top Aces has since established itself as the world leader in contracted adversary air (ADAIR) services and joint terminal attack controller (JTAC) training.

We pride ourselves on our unblemished safety record, having flown an industry leading 130,000+ hours of operational training without accident in support of customers worldwide, including Canada, the U.S., Germany, and multiple other NATO allies and international partner nations.

Our vision is to be the most trusted provider of innovative defense training solutions, continuously elevating standards in an industry where "Experience Matters." This commitment to innovation and technology ensures we remain adaptable, training allied militaries to succeed against evolving threats.

Top Aces' dynamic team contributes to delivering on our purpose of training the next generation of combat leaders by living our values of Service, Integrity, Excellence, and Together every day!

Join our team!

We are looking for a hands-on I.T. Support Technician to provide onsite IT support for a location of approximately 120 users. This role will focus on supporting end-user technology, including laptops, desktops, mobile devices, printers, collaboration tools, business applications, and day-to-day technical issues. The successful candidate will be customer-focused, organized, and able to resolve issues efficiently while collaborating with the broader IT team when escalation is required.

• Provide onsite deskside support for approximately 120 users, ensuring a high level of customer service and timely resolution of technical issues.
• Support end-user technology, including laptops, desktops, monitors, docking stations, mobile devices, printers, meeting room equipment, and collaboration tools.
• Troubleshoot hardware, software, network connectivity, Microsoft 365, VPN, printing, and business application issues.
• Install, configure, deploy, and replace IT equipment in accordance with company standards and asset lifecycle processes.
• Manage incidents and service requests through the ticketing system, ensuring accurate documentation, prioritization, follow-up, and closure.
• Escalate complex issues to the appropriate IT teams or external partners while maintaining ownership of the user experience.
• Assist with onboarding and offboarding activities, including workstation setup, account access coordination, equipment preparation, and user orientation.
• Maintain local IT inventory, track assigned assets, and coordinate equipment repairs, replacements, and returns as required.
• Create and maintain clear documentation, knowledge base articles, and standard operating procedures to support consistent IT operations.
• Adhere to established IT policies, procedures, cybersecurity requirements, and service standards.

• Technical diploma in Computer Systems, Information Technology, or equivalent experience preferred.
• Minimum of 4 to 6 years of experience in a deskside, service desk, field support, or IT support role.
• Strong troubleshooting skills for Windows workstations, Microsoft 365, mobile devices, printers, peripheral equipment, and common business applications.
• Experience supporting end users in an onsite environment with a strong focus on customer service and professionalism.
• Ability to prioritize incidents and service requests based on urgency, impact, and business needs.
• Responsible, autonomous, accountable, and able to work independently while collaborating with remote IT teams as needed.
• Strong interpersonal, communication, time-management, and organizational skills.
• Ability to work under pressure, manage multiple priorities, and remain effective during urgent support situations.
• Experience with Service Now or a similar incident/request management tool preferred.
• A+ certification, ITIL Foundation certification, or other relevant IT certifications considered an asset.
• Effective written and verbal communication skills in English and French.
• Availability to participate in after-hours or on-call support rotation, if required.
• Ability to travel as needed.
• Must have a valid driver's license and access to a vehicle.
• Other duties as assigned.

Position requires Level II Clearance with the Canadian Government and the ability to gain access to the Canadian Controlled Goods Program.