IT Support Specialist

Role Summary

Urbacon is a Toronto-based, full-service design, construction, and real estate development company with about 150 people. Our IT team is small, hands-on, and close to the business – you will know the people you support, and your work will be visible. We are looking for an IT Support Specialist to be the primary point of contact for day-to-day employee technology support and onboarding.

You will resolve hardware, software, access, and collaboration issues independently, provide frontline support for our business applications, and be accountable for day-to-day helpdesk intake, triage, documentation, and follow-through. This is an established role with processes, documentation, and a mature helpdesk already in place. You will take ownership of that foundation, bring your own judgment to the problems that are not in the runbook, and grow into deeper application support alongside our Business Systems Analyst.

What you will be doing

• Own the day-to-day helpdesk queue – intake, triage, prioritization, and follow-through
• Resolve incidents within service expectations, and own each request through to resolution or confirmed escalation
• Keep complete ticket records: the exchange with the requester, steps taken, and the resolution. Accurate records support consistent service, knowledge management, and self-service
• Escalate with full diagnostic detail, and confirm resolution with the user rather than assuming it

• Set up, support, and troubleshoot desktops, laptops, phones, printers, and peripherals
• Handle Windows support – installations, updates, and configuration
• Support boardroom and meeting-room technology, including Teams connectivity and conferencing equipment
• Maintain accurate hardware and asset records

• Current systems include Microsoft 365, Concur, Pacific Timesheet, Procore, Vista by Viewpoint, , and other SaaS business applications. You are not expected to know all of them on day one
• Diagnose and resolve application issues – using documented procedures where they exist, and your own troubleshooting skill where they do not
• Manage routine access, permissions, mailbox, and SharePoint sharing requests
• Maintain application FAQs and troubleshooting guides, and open and track vendor support tickets through to closure

• Coordinate equipment and account readiness ahead of a new employee’s first day
• Set up hardware, install software, configure application access, and verify it with the employee and their manager
• Deliver introductory technology orientation
• Execute offboarding – access removal, equipment recovery, and record updates

• Maintain and extend the IT knowledge base as part of normal service delivery, and turn repeat issues into user-facing guidance

This is our primary frontline support role. You will work closely with our endpoint and collaboration support function, our Business Systems Analyst, vendors, and the Director of IT, and complex infrastructure, security, integration, reporting, business-analysis, and system-configuration work is escalated to the appropriate owner – this is a support role rather than a business-analyst role.

This position is based at our head office at 750 Lakeshore Blvd East in Toronto, on-site five days per week. Being here matters for this role – device provisioning, meeting-room support, onboarding, equipment inventory, and in-person help are a significant part of the job.

What you bring

• Two to four years of IT support, service desk, desktop support, or application-support experience
• Solid working knowledge of Microsoft 365 – Exchange Online and Outlook, Teams, SharePoint, and One Drive
• Account administration – creating user accounts and groups, assigning Microsoft 365 licences, and supporting access, password, and MFA issues. Active Directory, Entra , or both
• Windows endpoint support – build, configuration, updates, and troubleshooting
• Experience supporting non-technical employees, and the patience to do it well
• Disciplined record-keeping – you keep a structured queue current and write tickets the next person can…