Desktop Support Engineer (Full-time)

Axiom Technologies; Ottawa; Hybrid; CAD 60,000 - 90,000; Full time

Job summary

Axiom Technologies seeks a capable Desktop Support Engineer to provide on-site end-user support in a hybrid work environment. The role covers 1st/2nd line help desk tasks, ticket triage, and collaboration with IT and users to resolve issues quickly.

The ideal candidate has 3+ years of desktop support experience, strong Windows 10/11 and Office 365 skills, and relevant certifications. Immediate start with flexible schedules and professional growth opportunities.

Qualifications

• Minimum 3+ years of IT desktop support experience.
• Proficient in Windows 10/11 and Office 365 environments.
• AD and ITSM ticketing tools familiarity required.

Responsibilities

• Provide 1st/2nd level Help Desk support for end-users.
• Triaging tickets, prioritizing tasks, and escalation as needed.
• Perform IMAC services and hardware deployments on PCs and devices.
• Maintain knowledge base and document resolutions for future use.
• Coordinate with IT and users to resolve issues promptly.

Skills

Desktop support

Windows 10/11

Office 365

Customer service

Communication

Self-starter

Education

A+ certification

Cisco/Microsoft cert

Tools

ServiceNow

Job description

Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com

We are looking for a capable resource to coordinate, ranging from simple activities to more complex plans. This role will provide on-site assistance to end-users within the organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

Location: Kelowna,British Columbia, CA
Contract Type: Independent Contractor
Start Date: Immediate
Eligibility: Canadian Citizens and PR Holders Preferred

The Desktop Support Engineer in a full-time role is responsible for providing first and second-level technical support while also managing the efficient assignment and dispatch of service requests. This hybrid role ensures end-user issues are resolved promptly—either directly or by coordinating with other technicians—by triaging tickets, prioritizing tasks, and maintaining strong communication between IT and users.

Key Responsibilities:

• 3+ years of strong experience providing IT Infrastructure field support,which includes troubleshooting hardware, software, and operating system issues and problems and fixing the issues without impacting/violating the hardware warrantyor customer security compliance requirements.
• Constantly monitor the individual queue to resolve routine and non-routine desktop issues and requests
• Escalate issues as appropriate and act as a technical escalation for the end user
• Maintain a high level of customer satisfaction
• Comply with the desktop group practices and procedures
• Update ServiceNow and other data repositories (e.g. knowledge base)as appropriatein a timely manner.
• Identify technical and process issues and recommend improvements
• Achieve target ticket volumes and ticket resolution levels
• Responsible for compliance with applicable corporate policies and procedures
• Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on
• Follows the processes and practices established for the group
• Coordination and consulting with client areas to help analyze problems and needs and recommend technical solutions
• Perform intermediate-to-advanced IMAC (installs, moves, add, changes) services: hardware roll-outs, refreshes, and other hardware deployment-related activities on PCs, laptops, printers, and POS devices, etc.
• Perform intermediate-to-advanced desk-side support services, installing and troubleshooting hardware, software, and network-related issues
• Handle software installation/support/upgrades
• Provide 1st/2nd level Help Desk support
• Perform basic LAN and internetworking-related activities
• Have strong internetworking and troubleshooting skills
• Have A+ certification & at least one certification from either Cisco or Microsoft
• May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP)
• Must be a self-starter and can manage multiple tasks
• Exceptional customer service skills
• Good communication skills
• Ability to work independently or as part of a team
• Ability to complete tasks effectively with minimal supervision
• Must be available to work flexible work schedules
• High-level skill set
• Outstanding people skills
• Self-starter, needs to be able to work on his/her own
• Proficient in Windows 10 & 11 and Office Suite/O365

Job Features

Job Category

Technical

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