Help Desk Support Specialist (1 Year Contract)

Echoworx; Toronto; On-site; CAD 52,000 - 76,000; Full time

Benefits offered by this job

RRSP matching

100% company-paid benefits

Health and wellness perks

Learning and development allowance

Flexible remote/hybrid options

Job summary

Echoworx, a leader in enterprise security, is seeking a Help Desk Support Specialist for a 1-year contract. You’ll deliver first‑level technical support to internal staff and external customers, combining strong troubleshooting with clear communication to resolve issues quickly and professionally.

In this hands-on role, you’ll operate across Windows and Linux environments, Office 365, networking and security tools, while helping to maintain documentation and contribute to process improvements.

Qualifications

• Bachelor’s degree in computer science or equivalent practical experience.
• 2+ years of customer support experience.
• Experience with Windows and Linux, Office 365, and networking.

Responsibilities

• Deliver first-level support and clearly communicate resolutions to customer issues.
• Escalate unresolved issues to the appropriate next level of support.
• Track, log, and route problems to the right internal resources.
• Guide customers through the troubleshooting process with patience and clarity.
• Provide timely follow-ups, updates, and resolutions to customer inquiries.
• Maintain accurate and thorough documentation of issues and resolutions.
• Suggest improvements to help desk procedures and processes.
• Continuously build your knowledge of help desk tools, products, and services.
• On-boarding new customers profile and branding setup.

Skills

Customer support

Windows

Linux

Office 365

Networking

Firewalls

HTML/CSS

Communication skills

Time management

Education

Bachelor’s degree in computer science or equivalent

Tools

Help desk software

Databases

Remote support tools

Job description

Help Desk Support Specialist (1 Year Contract)

We’re looking for a Help Desk Support Specialist (1 Year Contract) to join our team and deliver outstanding technical support to both internal staff and external customers. In this hands-on role, you’ll combine strong technical know-how with excellent troubleshooting and communication skills to resolve product and service issues efficiently and professionally.

At Echoworx, we’re not just building features; we’re solving the toughest challenges in enterprise security. From ensuring multi-billion-dollar M&A deals don’t falter due to clunky login portals to untangling S/MIME complexities, we’re the team that makes security seamless and invisible. This is your chance to join a team on the front lines of a $15 billion market shift. Your work will have a real, immediate impact—and you’ll build a career on something solid.

Why Join Echoworx?

We understand that burnout doesn’t build great software. While we tackle some of the hardest security headaches in the industry, we prioritize collaboration, balance, and fun. Protecting the world’s data is easier when you genuinely enjoy the company you keep.

• Flexibility that works for you: Fully remote, in-office at our York Mills location, or a hybrid mix—it’s your choice.
• Connection beyond the code: From virtual meetups to in‑person events, we invest in building meaningful connections.
• Convenient office access: For those who commute, our Toronto office is right off the 401 and public transit.

What You’ll Do:

• Deliver first‑level support and clearly communicate resolutions to customer issues
• Escalate unresolved issues to the appropriate next level of support
• Track, log, and route problems to the right internal resources
• Guide customers through the troubleshooting process with patience and clarity
• Provide timely follow‑ups, updates, and resolutions to customer inquiries
• Deliver exceptional customer service that meets and exceeds expectations
• Maintain accurate and thorough documentation of issues and resolutions
• Suggest improvements to help desk procedures and processes
• Continuously build your knowledge of help desk tools, products, and services
• On‑boarding new customers profile and branding setup

What You Bring:

• Bachelor’s degree in computer science or equivalent practical experience
• Strong ability to plan, organize, and manage your own workload
• Comfort working in a fast‑paced, evolving environment
• Ability to multitask effectively across teams and priorities
• Excellent verbal, written, and interpersonal communication skills
• Proven experience in a help desk or technical support role
• Working knowledge of help desk software, databases, and remote support tools
• Strong client‑facing skills and a customer‑first mindset
• Solid troubleshooting abilities under time constraints

Required Technical Skills:

• 2+ years of customer support experience
• 2+ years working with Windows and Linux operating systems
• 2+ years of experience with Microsoft Office Suite and Office 365
• Experience with networking and firewalls
Familiarity with HTML and CSS

What We Offer:

• Company Matching Group RRSP: Build your future with our support.
• 100% Company-Paid Group Benefits: Comprehensive coverage for you, your spouse, and dependents.
• Health and Wellness Perks: Onsite gym and discounts with partnered gym memberships.
• Learning and Development Allowance: Stay sharp with ongoing skill development.
• True Flexibility: Fully remote and hybrid options to fit your life.