The Opportunity:

Maintains the hardware and software for the desktop environment, executes desktop changes, and provides tier 2 support for users for desktop incidents to ensure availability and reliability of the desktop environment, support the business and assist in the delivery of projects. Acts as a subject matter expert for simpler, less technically complex projects, and completes work for assigned project tasks.

 

This is an in-office and onsite role requiring the ideal candidate to be able to travel to other sites to provide coverage between Toronto and Mississauga with the home site located at 4/8 Prince Andrew Place

 

Shift Requirements: Days and evening shifts on a rotational basis (approx every 3 weeks)

Location: Home site is 4/8 Prince Andrew Place

Site Coverage: Required to travel to other sites to provide coverage on adhoc basis. Four sites exist in downtown Toronto, one site in Mississauga.

 

About The Role:

Deliver responsive Tier 2 support for IT incidents and service requests from both remote and on-site users. Troubleshoot and resolve issues across hardware, software, and network configurations. Log, update, and close incidents using Ivanti ECM, ensuring accurate documentation and timely communication. Collaborate with external vendors to resolve technical issues and fulfill service requests. Support the Help Desk by providing expert escalation assistance and guidance on complex issues. Coach junior team members through incident resolution and technical best practices. Manage and fulfill desktop-related service requests (e.g., device provisioning, application installs, access setup). Support onboarding activities, including WiFi access setup and asset deployment. Maintain accurate inventory records of IT assets and devices. Assist with imaging, configuration, testing, and deployment of laptops/desktops. Contribute to patch management and vulnerability remediation on a monthly basis. Participate in the rollout of infrastructure tools, print services, and desktop applications. Act as a desktop SME on site-level and low-complexity internal/external projects. Liaise with vendors and coordinate the introduction of new desktop technologies. Document and share knowledge through user guides and training for Help Desk and end users. Generate reports on key metrics, vulnerabilities, and service performance. Ensure adherence to departmental procedures and IT security standards.

 

 

What You Need to Succeed:

 

Education:

Completion of a post-secondary college diploma or university degree in a related discipline or a combination of education, training and experience deemed to be equivalent.

 

Experience:

1–2 years of hands-on experience providing desktop or end-user support in a corporate or enterprise environment.

Technical Skills:

Proficiency in Windows Desktop operating systems (Win7/10/11), including installation and configuration. Solid understanding of Active Directory, DHCP, DNS, TCP/IP, HTTP, NTP, and Ethernet technologies. Experience assembling and troubleshooting desktop-grade hardware. Working knowledge of network protocols and services (WINS, DHCP, DNS). Familiarity with enterprise IT tools and infrastructure environments. Experience using ITSM tools such as Ivanti is an asset.

Other Skills:

Strong analytical and troubleshooting abilities. Proven ability to manage multiple tasks and priorities effectively. Excellent communication and interpersonal skills. Willingness to coach, collaborate, and share knowledge within the team.