Junior Helpdesk Support Technician

Description:

Reporting to the Director of IT, we are seeking a Junior Helpdesk Support Technician to join our expanding technical operations team. Your primary focus will be on monitoring and responding to incoming IT tickets, as well as maintaining the smooth operation of internal systems. You will be the first line of support for employees across departments and locations, assisting with troubleshooting hardware, software, and cloud-based issues. Additionally, you will conduct research, support larger strategic IT projects, and prepare for future technical initiatives all while keeping a security first approach to ensure our users and environments are safe and secure.

This is a rewarding growth opportunity where every day is different, and there’s always something to learn or improve. If you are someone who loves solving puzzles, keeping up with the latest trends, and building your own machines, this is the role to consider.

This is an existing full-time hybrid position, working remotely 4 days per week and on-site in our Toronto office 1 day per week.

What’s in it for you

Purpose. Your problem-solving skills and curiosity will make an impact on the business. You will play a key role in providing support that keeps teams productive and secure. You will grow your autonomy, taking ownership of user onboarding, helpdesk tickets, and hardware management, ensuring reliable service delivery in a distributed environment.

Breadth of experience. You will build your skills across a broad range of IT tools and platforms, including Microsoft 365, Active Directory, remote access systems, and basic networking. You will support systems administration and contribute to cloud infrastructure initiatives while learning from senior team members and external vendors.

Career growth. You will join a collaborative and security-minded IT team where mentorship and development are priorities. You will be encouraged to pursue ongoing learning and certifications. As you build your technical expertise, you will have the opportunity to grow your career into more advanced support, security and compliance, or management roles here or as part of another business line.

As our new Junior Helpdesk Support Technician, you will:

• Provide frontline support. You will respond to help desk tickets, diagnose issues, and resolve or escalate them as needed. You will use remote access tools to troubleshoot problems and walk users through solutions.
• Support hardware and software. You will install, configure, and maintain workstations, peripherals, and business applications. You will provide basic training and support to end users on hardware and software usage. You will configure, package and ship equipment to employees.
• Ensure secure infrastructure. You will help maintain and support corporate systems including domain controllers, file shares, email, and cloud-based environments. You will contribute to the implementation of secure IT practices and proactively flag potential risks.
• Coordinate user lifecycle processes. You will manage new user onboarding, equipment shipping and setup, and offboarding processes. You will image and redeploy hardware, store returned equipment, and ensure accurate documentation throughout the process.
• Collaborate and document. You will contribute to internal IT documentation and knowledge bases, helping to streamline support tasks and promote consistency across the team.

You bring:

• The technical foundation. You have a technical background, and you may be seeking your first opportunity, or you may have previous experience in a helpdesk, IT support, or information systems role. You are comfortable using and supporting software, hardware, and networking systems via remote or on-site access. You are familiar with or can quickly come up to speed with the administrative aspects of setting up and troubleshooting Microsoft 365 and Azure (including virtual machines).
• The customer service mindset. You are professional, patient, and focused on providing high-quality service. You communicate clearly with both technical and non-technical users and are eager to assist with care and urgency. You are comfortable storing equipment at your remote location to prepare and ship to remote team members as needed.
• Adaptability and curiosity. You are committed to continuous learning, with a desire to stay up to date on tools, technologies, and best practices. You are comfortable working independently, managing shifting priorities, and solving problems in real time.