Intermediate Desktop Support

Location: Onsite - Downtown Toronto

Duration: Either till Mar 31, 2027 or June 30, 2027 (TBD)

*Candidate must be eligible for Reliability Clearance (Must have lived in Canada for 5 consecutive years)

Join a team supporting technology operations within a fast-paced professional services environment. This role focuses on resolving hardware, application, and infrastructure issues while supporting internal users across multiple office locations. The position includes hands-on support for Windows, Mac, iOS, Android, laptop and printer troubleshooting, and operational incident management. Candidates will also contribute to process automation, vulnerability remediation, and infrastructure support initiatives.

Must Haves

• 5+ years technical experience supporting hardware and stand-alone and networked applications in a large environment, including:
• Windows, Mac, iOS and Android operating systems 
• Laptop and Printer troubleshooting and repair
• Office productivity tools (document, spreadsheet and presentation software)
• Strong analytical, problem-solving, time-management and interpersonal skills
• A strong focus and demonstrated commitment for providing excellent customer service
• An outstanding approach to teamwork, collaboration and communication
• Experience with procedures for incident, request and asset management as outlined by the organization and ITIL methodology to achieve desired SLA and KPI results
• Experience using data analytic and automation applications is a benefit
• Must have two years or more of formal education in Computer Science (or equivalent)
• Knowledge of audio-video and video conference equipment is an asset 

Responsibilities

• Use judgement and problem solving skills to effectively and efficiently resolve technology issues to the satisfaction of the customer
• Effectively manage multiple support calls, customer requests, and operational projects, meeting specific response and resolution times and project deadlines, while maintaining quality service to our customers
• Display a high level of integrity concerning privacy and security
• Quickly grasp new technologies and share knowledge openly including contributing to knowledge repositories
• Contribute to and participate in the delivery of customer education programs, communicating technical information appropriate to audiences at varying computer skill levels
• Demonstrate strong verbal and listening skills to liaise with local stakeholders and understand and improve their technology experience
• Identify and deliver continuous process improvements to facilitate a consistent and positive customer experience through process simplification, automation and issue elimination
• Collaborate and work remotely with others in your team to achieve common goals and maintain harmony
• Raise your hand to take ownership of issues and additional tasks
• Work effectively with others of diverse personalities, positions, cultures, sexual orientations, and generations
• Approach issues with curiosity and display an interest in innovation and emerging technologies and continuous upskilling
• Assist customers with the use of data analytics and automation tools
• Identify production issues, respond to support calls from business units, and managing production incidents from inception to resolution.
• Monitor issues and escalate as required.
• Oversees, plans and executes infrastructure services in support of the technology estate
• Ensure the security of the environment through vulnerability remediation
• Decommission/retire infrastructure and application assets that are no longer required as a result of the changes
• Provide oversight of vendors and suppliers contracted to support the environment