Desktop Support Specialist (12-14 Month Contract)

Nicola Wealth Management Ltd.; Toronto; Hybrid; CAD 55,000 - 65,000; Full time

Job summary

An established industry player is on the lookout for a dedicated IT Support Specialist to join their dynamic Technology Team. This role is pivotal in delivering high-quality technical support to staff, ensuring smooth operation of IT systems and enhancing user experiences. You will engage in a variety of tasks, from troubleshooting Windows 11 issues to setting up hardware for remote users. With a hybrid working model in place, this 12-14 month contract position offers a competitive salary and a chance to be part of a collaborative environment that values innovation and growth. If you are a problem-solver with a passion for technology, this opportunity is perfect for you.

Benefits

Profit sharing

Benefit programs

Share ownership program

Qualifications

• 1-2 years IT helpdesk experience preferred in medium to large offices.
• Proficient in Microsoft Office 365 and web-based applications.

Responsibilities

• Triage helpdesk tickets and provide Tier 1 support.
• Setup laptops and peripherals for users, both local and remote.
• Perform routine upgrades and preventative maintenance on hardware.

Skills

Troubleshooting skills in Windows 11

Customer service

Microsoft Office 365

Web-based applications (Intune, Azure, AutoPilot)

Active Directory

Basic identity and endpoint security

Network protocols understanding

Power Platform (Power Automate, Power Apps, PowerBI)

English communication skills

Education

College diploma in Information Systems

Tools

Ticketing systems

Job description

About the Team:

Our Technology Team is a dynamic group of innovators, problem-solvers, and tech enthusiasts. Our team drives digital transformation, elevates user experiences, and empowers our company to thrive in the ever-evolving tech landscape. In our collegial, supportive, and collaborative workplace, you will be provided with excellent tools, opportunities for learning and development, and be involved in interesting projects.

Purpose of the Role:

We are seeking an individual who will be responsible for providing high quality technical support to staff for all their technology needs. You have an overall sense of the business’s needs, apply a broader perspective to your work, and are good at balancing conflicting demands. You are a problem solver with a can-do attitude, driven to find simple solutions to complex problems and are flexible and adaptive to continual change. This role will operate on a hybrid working model and be based in Toronto. This role is a 12-14 month contract position.

Core Responsibilities:

• Triage helpdesk tickets.
• Act as main resource for all client-side related hardware and software installation, configuration, upgrades, maintenance and Tier 1 troubleshooting.
• Perform daily Tier 1 support, monitoring and administration tasks for the corporate Windows based client devices.
• Setup laptops and peripherals for local and remote locations.
• Provide professional support to all users (including remote/mobile users) for all IT related technical issues including hardware, software (custom and out of box), business applications, printers, smart phones, etc.
• Perform onboarding tasks for new user account creation.
• Provide after-hours Tier 1 support as required.
• Perform routine upgrades and preventative maintenance for various hardware.

Required Skills & Qualifications:

• College diploma in Information Systems or equivalent related work experience and or education.
• 1-2 years IT helpdesk related experience preferred (preferable in medium to large sized office environments).
• 2+ years customer service experience preferred.
• Superior troubleshooting skills in Windows 11 desktop environments.
• Proficient in Microsoft Office 365 (User and Admin), Exchange online, Teams (User and Admin).
• Proficient in web-based applications such as Intune, Azure, AutoPilot, AAD, etc.
• Familiar with ticketing systems.
• Able to provide desktop and web application troubleshooting relating to OS environment and network issues.
• Understanding of network protocols used in LAN and WAN environments including remote connectivity.
• Working Knowledge of Power Platform (Power Automate, Power Apps, PowerBI).
• Knowledge of Active Directory and creation/management of users.
• Basic identity and endpoint security understanding.
• Outstanding English communication skills (verbal and written).
• Must be legally eligible to work in Canada for any employer.

Compensation & Benefits Package:

This position comes with a competitive base salary hiring range of $55,000 - $65,000; dependent on experience, skills, qualifications and internal equity. At Nicola Wealth, our people grow our business, delight our clients, and live our values every day. Our comprehensive compensation and benefits package reflects our appreciation for this commitment. Whether it’s participating in our profit sharing and benefit programs on day one, or the opportunity to participate in our share ownership program, our people are able to go beyond a conventional salary and bonus structure. To learn more about our complete package, visit: www.nicolawealth.com/total-rewards.