IT Service Technician

Flynn Group of Companies, North America’s leading building envelope contractor, is looking for anIT Service Technician to join our team in our Mississauga office, reporting to the Helpdesk Manager.

The primarily focus of this role will be on handling day today end user tickets and user queries, end user computing hardware and application management and troubleshooting (Including mobile device, printers, and computers). The role will require a mix of technical, strong communication, and customer service skills.

We are a collaborative and innovative team of high performing individuals working together to provide technology service and support to our internal customers while maintaining a high level of quality and customer experience. We stand proudly for our people and support their success through career development and advancement.

What we offer:

• Funded training and development program
• Subsidized in-house cafeteria and gym
• Dental and supplemental medical plan
• RRSP contributions
• Employee and Family Assistance Program
• Free parking and EV Charging facility
• Family Events and Flynn Fest
• Sports Sponsorship Program
• Rogers Preferred Program
• Perkopolis Retailer Discounts

A Day in the Life:

• Provide first- and second-level technical support to Flynn offices through phone, email, and ticketing systems, ensuring prompt response and resolution of incidents and service requests.

• Collaborate with the centralized Help Desk team to manage ticket ownership, escalation, communication, and resolution throughout the support lifecycle.

• Prioritize and manage a fluctuating volume of requests while meeting SLA targets and maintaining a high level of customer satisfaction.

• Deliver in-person support for local office users, conference rooms, and site technology needs.

• Troubleshoot and resolve hardware, software, telephony, mobile device, audio/visual, and peripheral issues.

• Follow ITIL-aligned Incident, Problem, Change, and Request Management processes to ensure effective service delivery.

• Monitor ticket queues, identify trends, declare and coordinate major incidents when required, and participate in root cause analysis and corrective actions.

• Maintain accurate ticket documentation, knowledge articles, inventory records, and asset assignments.

• Contribute to process improvements, automation initiatives, self-service capabilities, and knowledge base development.

• Assist with the evaluation, deployment, and support of end-user hardware, software, and services.

• Participate in an on-call rotation, including evenings, weekends, and holidays, and travel occasionally to support regional offices and projects.

Technical Skills Include:

• Strong experience installing, configuring, and troubleshooting computer hardware, printers, audio/visual equipment, telephony systems, mobile devices, and software applications.

• Proficiency supporting Windows operating systems and mobile platforms.

• Experience with Microsoft 365 Apps, Microsoft Teams and Teams Rooms, Autodesk, Bluebeam, and similar business applications.

• Experience with endpoint management and automation tools such as Microsoft Intune, Windows Autopilot, MDT, and PowerShell, as well as familiarity with Microsoft Dynamics SL and SAP SuccessFactors, is considered an asset.

• Experience using enterprise ticketing platforms such as ServiceNow, Jira Service Management, or similar systems.

• Understanding of ITIL best practices and IT service management principles.

What we are Seeking:

• • Degree or diploma in Computer Systems, Networking, Information Technology, or equivalent experience.

  • 3+ years of IT support experience in a corporate or enterprise environment.

  • Industry certifications (Microsoft or equivalent) are an asset.

  • Strong analytical, troubleshooting, and problem-solving skills.

  • Excellent customer service, communication, and interpersonal abilities.

  • Ability to manage competing priorities in a fast-paced environment while meeting SLA commitments.

  • Experience working within ITIL-aligned service management environments and ticketing systems.

  • Ability to identify support trends, assess business impact, and make sound escalation and incident management decisions.

  • Experience with incident response, major incident management, and root cause analysis is an asset.

  • Collaborative team player with a continuous improvement mindset and the ability to work independently when needed.