Help Desk Support Specialist

Encore Market Engagement; Oakville; Hybrid; CAD 42,000 - 65,000; Full time

Benefits offered by this job

Hybrid schedule

Vacation time

Health benefits

Communications allowance

Balance-focused culture

Job summary

Encore Market Engagement is seeking a service-oriented Helpdesk Support Specialist to support our Technical Support Team and broader IT operations. This role focuses on front-line ticket triage, device prep, and Windows laptop/iPad support, plus onboarding/offboarding coordination.

You'll handle Level 1 troubleshooting, imaging, and asset tracking in a fast-paced environment while delivering calm, professional customer service and clear communication.

Qualifications

• Organized, dependable, and detail-oriented.
• Calm and professional when handling support requests.
• Able to manage multiple priorities efficiently.
• Willing to assist with hands-on physical tasks, including unboxing and packing devices.
• Strong written and verbal communication skills (English required; French is an asset).
• Familiarity with Microsoft 365 tools, including Outlook, Teams, Word, and Excel.

Responsibilities

• Respond to inbound help desk tickets, phone calls, and email requests.
• Perform Level 1 troubleshooting for Windows laptops, iPads, and Microsoft 365 tools.
• Escalate more complex issues to the Technical Support Staff.
• Configure and prepare iPads and Windows laptops for deployment.
• Assist with imaging, software installation, and device setup.
• Ship, receive, track, and reconcile hardware inventory.
• Assist with Microsoft 365 account setup and deactivation.
• Prepare devices and coordinate shipment for new hires and returned equipment from departing employees.
• Ensure access removal and asset reconciliation are completed accurately.
• Document common issues and procedures.
• Support ticket updates and internal reporting as needed.

Skills

Organized

Detail-oriented

Customer service mindset

Time management

Multi-tasking

Written communication

Verbal communication

English required

French asset

Microsoft 365 familiarity

Outlook

Teams

Word

Excel

Windows laptops & iPads

Tools

Zendesk or similar

Microsoft 365

Intune (Nice to Have)

Job description

At Encore, we possess the expertise in field sales to ensure our clients are successful in their most critical market channels. Going deep with few…being nimble and responsive for us is more than a turn of phrase; it is a way of life…and it comes down to the following Vision and Mission that compel us to outperform every day.

Our Vision: The first choice for tier one organizations seeking to optimize their field sales investment.

Our Mission: Provide uncompromising quality of service and unparalleled calibre of thinking…developing strategies and delivering solutions that enable our clients to win.

ROLE OVERVIEW

We are seeking a service-oriented Helpdesk Support Specialist to support our Technical Support Team and the broader IT operations.

This role focuses on front-line ticket triage, device preparation and logistics, Windows laptop and iPad support, and assisting with employee onboarding and offboarding processes. The successful candidate will play an important role in keeping day-to-day technical operations running smoothly in a fast-paced environment.

This is an excellent opportunity for someone building their IT career who enjoys hands-on technical support and operational coordination.

What You'll Do

Front-Line Help Desk Support

• Respond to inbound help desk tickets, phone calls, and email requests.
• Perform Level 1 troubleshooting for Windows laptops, iPads, and Microsoft 365 tools.
• Escalate more complex issues to the Technical Support Staff.

Device & Asset Management

• Configure and prepare iPads and Windows laptops for deployment.
• Assist with imaging, software installation, and device setup.
• Ship, receive, track, and reconcile hardware inventory.

Onboarding & Offboarding Support

• Assist with Microsoft 365 account setup and deactivation.
• Prepare devices and coordinate shipment for new hires and returned equipment from departing employees.
• Ensure access removal and asset reconciliation are completed accurately.

Administrative & Operational Support

• Document common issues and procedures.
• Support ticket updates and internal reporting as needed.

What You Bring

• Organized, dependable, and detail-oriented.
• Calm and professional when handling support requests.
• Able to manage multiple priorities efficiently.
• Willing to assist with hands-on physical tasks, including unboxing and packing devices.
• Strong written and verbal communication skills (English required; French is an asset).
• Comfortable supporting iPads and Windows laptops.
• Familiarity with Microsoft 365 tools, including Outlook, Teams, Word, and Excel.
• Strong time management and customer service mindset.

Nice to Have

• Previous help desk or customer support experience.
• Experience with ticketing systems (Zendesk or similar).
• Exposure to Microsoft 365 administration or Intune.
• Interest in growing within IT support or systems administration.

Perks & Benefits that set us apart

We believe great work comes from having the right balance of flexibility, support, and time to recharge:

• Work-Life Flexibility: Hybrid working schedule with 2 days per week in office, plus summer hours to help you make the most of the season.
• Time to Recharge: 3 weeks' vacation, your birthday off, and a December holiday hiatus to disconnect and enjoy the season.
• Health & Wellness Coverage: Comprehensive medical and dental benefits to support you and your family.
• Stay Connected: A monthly communications allowance to help cover the cost of staying connected.
• A Culture that Values Balance: We're focused on creating an environment where people can do great work while maintaining flexibility and time for what matters outside of work.