Level I Desk

Responsibilities

• Provide first-line technical support for all end users across Windows
  10 & 11 and macOS devices — including troubleshooting hardware, software, network, and peripheral issues both remotely and onsite
• Manage and resolve tickets through Jira Service Management within defined SLAs; document all steps clearly and ensure timely follow‑ups
• Support Intune and JamF Pro enrollment for endpoint compliance, including device configuration, application deployment, and security posture verification
• Assist with onboarding and offboarding activities (account provisioning, access setup, asset assignment, and retrieval)
• Maintain, troubleshoot, and repair laptops, desktops, monitors, and peripherals as needed
• Escalate unresolved incidents to L2/3 or system administrators, ensuring proper documentation and root‑cause notes
• Provide frontline support for Microsoft
  365 applications, AzureAD/EntraID authentication, and general connectivity issues (VPN, Wi‑Fi, printer, etc.)
• Support corporate tools including Teams, SharePoint, and other business applications under IT supervision
• Monitor IT asset compliance and participate in audits using KACE, Intune, and other inventory tools
• Contribute to process improvements and maintain knowledge‑base articles for common technical issues
• Maintain professionalism and a customer‑focused attitude in all interactions, ensuring minimal disruption to business operations

• College diploma or certificate in Information Technology, Computer Systems, or related field
• CompTIAA+, Microsoft
  365 Certified:
  Modern Desktop Administrator Associate, or MD‑102 certification is an asset
• Ongoing professional development in Microsoft, Intune, or Azure administration is an asset
• 3+ years of experience in an IT support or helpdesk role (enterprise environment preferred)
• Strong troubleshooting experience with Windows
  10/11, macOS, and basic network connectivity (TCP/IP, DNS, DHCP, VPN)
• Hands‑on experience with Microsoft
  365, Azure
  
  EntraID (AD), and Exchange Online user account management
• Familiar with Intune device enrollment, compliance policies, and endpoint management principles
• Experience using IT ticketing systems (Jira, Service Now, or similar)
• Working knowledge of hardware diagnostics, imaging, and laptop setup (Dell, Lenovo, HP)
• Excellent communication and documentation skills, with a strong customer‑service mindset
• Ability to manage multiple tasks under pressure and prioritize effectively in a fast‑paced environment
• Team‑oriented with a willingness to learn and develop

• Experience with asset management and endpoint management systems (Intune, KACE, JamFPro, etc.)
• Familiarity with ITSM or SLA‑driven environments
• Exposure to Active Directory Group Policies, Power Shell basics, or remote support tools (Screen Connect, RDP, etc.)
• Understanding of Zero Trust concepts, MFA troubleshooting, and security awareness principles
• Basic familiarity with network troubleshooting tools (ping, trace route, nslookup)
• Previous experience in financial or regulated industries is an asset

• Growth and prospect – promotion from within
• Incredible company culture
• Competitive salary and health benefits
• Comprehensive vacation package
• Group health and dental benefits
• Group RRSP program
• Support for new parents
• Diverse and inclusive workplace

$40,000 – $55,000. Final compensation is determined by market conditions, location, and the candidate’s experience, skills, and education. This role may also be eligible for performance‑based incentive programs and total compensation may include variable incentives, such as bonuses and commissions.

Propel welcomes and encourages applications from all groups, including Indigenous peoples, women, visible minorities, persons with disabilities, people from gender and sexually diverse communities, and those with intersectional identities. Should you require accommodation throughout any stage of the recruitment and selection process, please specify your requirements when submitting your application and we will work with you to meet your needs.

We use AI to assist in reviewing applications and assessing candidates. These tools support our recruitment team; however, all hiring decisions are made by our trained hiring managers and recruitment professionals, not AI.