{"id":1631896,"url":"https://alion.io/job/top-aces-i-t-support-technician","title":"I.T. Support Technician","company":{"id":2667048,"name":"Top Aces","domain":"topaces.com","url":"https://alion.io/company/top-aces","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":{"grade":"A","score":88,"open_postings":38,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Quebec, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":73000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":20},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-29T18:47:06Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-21T23:06:37Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":21},"description":"Founded in 2000 by three former Royal Canadian Air Force (RCAF) CF-18 fighter pilots who identified an opportunity to improve military readiness training, Top Aces has since established itself as the world leader in contracted adversary air (ADAIR) services and joint terminal attack controller (JTAC) training.\nWe pride ourselves on our unblemished safety record, having flown an industry leading 130,000+ hours of operational training without accident in support of customers worldwide, including Canada, the U.S., Germany, and multiple other NATO allies and international partner nations.\nOur vision is to be the most trusted provider of innovative defense training solutions, continuously elevating standards in an industry where \"Experience Matters.\" This commitment to innovation and technology ensures we remain adaptable, training allied militaries to succeed against evolving threats.\nTop Aces’ dynamic team contributes to delivering on our purpose of training the next generation of combat leaders by living our values of Service, Integrity, Excellence, and Together every day!\nJoin our team!\nI.T. Support Technician\nWe are looking for a hands-on I.T. Support Technician to provide onsite IT support for a location of approximately 120 users. This role will focus on supporting end-user technology, including laptops, desktops, mobile devices, printers, collaboration tools, business applications, and day-to-day technical issues. The successful candidate will be customer-focused, organized, and able to resolve issues efficiently while collaborating with the broader IT team when escalation is required.\nSpecific Responsibilities\nProvide onsite deskside support for approximately 120 users, ensuring a high level of customer service and timely resolution of technical issues.\nSupport end-user technology, including laptops, desktops, monitors, docking stations, mobile devices, printers, meeting room equipment, and collaboration tools.\nTroubleshoot hardware, software, network connectivity, Microsoft 365, VPN, printing, and business application issues.\nInstall, configure, deploy, and replace IT equipment in accordance with company standards and asset lifecycle processes.\nManage incidents and service requests through the ticketing system, ensuring accurate documentation, prioritization, follow-up, and closure.\nEscalate complex issues to the appropriate IT teams or external partners while maintaining ownership of the user experience.\nAssist with onboarding and offboarding activities, including workstation setup, account access coordination, equipment preparation, and user orientation.\nMaintain local IT inventory, track assigned assets, and coordinate equipment repairs, replacements, and returns as required.\nCreate and maintain clear documentation, knowledge base articles, and standard operating procedures to support consistent IT operations.\nAdhere to established IT policies, procedures, cybersecurity requirements, and service standards.\nPosition Requirements\nTechnical diploma in Computer Systems, Information Technology, or equivalent experience preferred.\nMinimum of 4 to 6 years of experience in a deskside, service desk, field support, or IT support role.\nStrong troubleshooting skills for Windows workstations, Microsoft 365, mobile devices, printers, peripheral equipment, and common business applications.\nExperience supporting end users in an onsite environment with a strong focus on customer service and professionalism.\nAbility to prioritize incidents and service requests based on urgency, impact, and business needs.\nResponsible, autonomous, accountable, and able to work independently while collaborating with remote IT teams as needed.\nStrong interpersonal, communication, time-management, and organizational skills.\nAbility to work under pressure, manage multiple priorities, and remain effective during urgent support situations.\nExperience with ServiceNow or a similar incident/request management tool preferred.\nA+ certification, ITIL Foundation certification, or other relevant IT certifications considered an asset.\nEffective written and verbal communication skills in English and French.\nAvailability to participate in after-hours or on-call support rotation, if required.\nAbility to travel as needed.\nMust have a valid driver’s license and access to a vehicle.\nOther duties as assigned.\nSecurity Clearance Requirements/ CGP / ITAR:\nPosition requires Level II Clearance with the Canadian Government and the ability to gain access to the Canadian Controlled Goods Program.\nBy joining Top Aces, you will find:\nA work environment in which service, integrity, excellence and teamwork are highly valued;\nOpportunities for development and growth;\nMultidisciplinary and multicultural collaboration at a local and global level;\nA flexible schedule;\nAttractive benefit plan.\nCome share your passion with us! Here, you’ll be encouraged, empowered, and challenged to be your best self.\nEqual Employment Opportunity\nAt Top Aces, all employees are welcome regardless of race, nationality, color, religion, sex, gender identity or expression, sexual orientation, disability or age. 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