Technical Support Analyst; Help Desk

Requirements

• We prefer a post‑secondary degree or diploma in Computer Technology.
• We need at least 4 years of experience supporting end‑user technologies in a corporate environment, including Windows 11, Microsoft Office, O365, Outlook, Exchange, Entra, Active Directory, DNS/DHCP, VPN, and wireless networking.
• We require strong knowledge of desktop imaging and software packaging.
• We look for excellent interpersonal, verbal, and written communication skills.
• We value proven problem‑solving ability with ownership, enthusiasm, and innovation.
• We need a self‑motivated, goal‑driven, and customer‑service‑oriented professional.
• Strong organizational skills and the ability to prioritize and manage workload are essential.
• We want someone who can quickly learn new technologies and help introduce them into our environment.
• The ability to work independently and perform well under pressure is important.
• We expect poise, confidence, and professionalism when working with all levels of the organization.
• Experience with ITIL and other quality assurance processes is preferred.
• A valid Ontario Driver's License is required.
• The candidate must be eligible to travel within Canada and the United States.
• A Bachelors Degree is preferred.
• Help desk experience of 4 years is preferred.

• We handle support requests efficiently and within defined service‑level targets to maintain productivity.
• We provide high‑quality IT assistance to employees across the organization.
• We troubleshoot and resolve issues involving desktop hardware and software, audio equipment, mobile devices, collaboration tools, and network connectivity.
• We keep customers updated throughout the resolution process.
• We document all support tickets thoroughly.
• We coordinate with subject matter experts to identify and resolve recurring or widespread IT issues.
• We elevate incidents to Corporate IT when needed and help drive them to resolution.
• We create and maintain technical documentation.
• We perform laptop and desktop installations, upgrades, and imaging.
• We deploy software using MECM.
• We manage and support mobile devices.
• We maintain asset management records.
• We configure and deliver new IT equipment in a timely and high‑quality manner.
• We help set up IT infrastructure for new project sites or office relocations.
• We contribute to IT projects aimed at improving service or introducing new capabilities.
• We follow departmental and corporate policies and procedures.
• We take on additional duties as assigned by leadership.

We are a growing, geographically diverse organization offering a hybrid role based in Vaughan, Ontario, with regular travel to our offices and project sites across Ontario and occasional travel within Canada and the United States. This full‑time, permanent position offers a salary range of $85,000 to $95,000 annually, depending on experience and fit, along with benefits including casual dress, dental care, an employee assistance program, extended health care, life insurance, mileage reimbursement, on‑site parking, paid time off, RRSP matching, and vision care.

We provide a collaborative, customer‑focused IT environment with exposure to a wide range of technologies, business operations, and infrastructure projects. We are committed to employment equity, diversity, and accessibility, and we welcome applications from candidates who may require accommodation during the hiring process.