Help Desk Technician

Citation Canada; London; Hybrid; CAD 50,000 - 55,000; Full time

Benefits offered by this job

3 weeks vacation

Birthday off

Office closure between Christmas and N

10 paid PTO days annually

Hybrid work environment

Job summary

Citation Canada, a leading HR and Safety SaaS provider, is seeking an IT Support Specialist in London, Ontario. The role ensures reliable end-user technology, resolves issues, and supports a productive office environment in a hybrid setting.

You will manage incident resolution, onboarding/offboarding, and asset provisioning while maintaining accurate inventory and knowledge articles. Strong customer service and teamwork are essential.

Qualifications

• Diploma or degree in Information Technology, Computer Science, or related field preferred; practical experience and customer service are valued.
• Experience supporting Microsoft 365, Entra ID (Azure AD), Windows devices, and collaboration tools such as Teams/Zoom is preferred.
• Certifications like CompTIA A+, ITIL Foundation, or Microsoft certifications are assets.

Responsibilities

• Owns timely resolution of end-user IT incidents and service requests, ensuring high levels of customer service and SLA adherence.
• Owns provisioning and deprovisioning of employee accounts, hardware, software, and system access for onboarding, offboarding, and role changes.
• Maintains end-user devices, peripherals, meeting room tech, and IT equipment for reliable day-to-day operations.
• Maintains IT asset inventory and lifecycle records including deployment, recovery, and replacement of equipment.
• Troubleshoots hardware, software, networking, and collaboration tool issues; escalates complex problems as needed.
• Documents resolutions, maintains knowledge articles, and identifies recurring issues for process improvements.

Skills

Customer service

Troubleshooting

Prioritization

Documentation

Collaboration

Initiative

Adaptability

Judgment

Education

Diploma or degree in IT/CS

Tools

Microsoft 365

Entra ID/Azure AD

Windows devices

IT ticketing platforms

Microsoft Teams / Zoom

Job description

Location: Hybrid- 3 days office (London, Ontario) and 2 days from home.

Citation Canada is built on the belief that HR and Health & Safety are essential to the growth of any organization. Starting our journey as HRdownloads in 2008, we’ve since helped thousands of businesses across Canada make these matters clearer, faster and painless. We’re dedicated to being the most complete and connected HR and Safety solution in Canada, with award-winning technology, world-class support and industry-specific HR and Health & Safety content. We are your trusted HR and Safety partner, for all Canadian companies.

The role:

In this role you will provide responsive technology support that enables employees to work effectively by maintaining reliable end-user technology, resolving technical issues, and supporting a productive office environment.

• Owns the timely resolution of end-user IT incidents and service requests, ensuring a high level of customer service and adherence to established SLAs.
• Owns the provisioning and deprovisioning of employee accounts, hardware, software, and system access for onboarding, offboarding, and role changes.
• Maintains end-user devices, peripherals, meeting room technology, and office IT equipment to ensure reliable day-to-day operations.
• Maintains accurate IT asset inventory and lifecycle records, including deployment, recovery, and replacement of equipment.
• Troubleshoots hardware, software, networking, and collaboration tool issues, escalating complex problems when appropriate.
• Documents resolutions, maintains knowledge articles, and identifies recurring issues that can be addressed through process improvements.

About you:

• Strong customer service mindset with the ability to communicate technical concepts clearly and professionally.
• Demonstrated troubleshooting and problem-solving skills across hardware, software, networking, and business applications.
• Ability to prioritize competing requests and manage workload effectively in a fast-paced environment.
• Strong attention to detail and commitment to maintaining accurate documentation and asset records.
• Collaborative approach with the ability to build positive relationships across all levels of the organization.
• Initiative to identify recurring issues and recommend practical improvements to processes and user experience.
• Adaptability and willingness to continuously learn new technologies, systems, and support practices.
• Sound judgment to determine when issues can be resolved independently and when escalation is appropriate.

Education, Certifications & Experience

A diploma or degree in Information Technology, Computer Science, or a related field is preferred; however, we place greater emphasis on practical experience, customer service, technical troubleshooting, and the ability to resolve issues efficiently in a dynamic SaaS environment.

Experience supporting Microsoft 365, Entra ID (Azure AD), Windows devices, endpoint hardware, IT ticketing platforms, and collaboration tools such as Microsoft Teams or Zoom is preferred.

Certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are considered an asset.

Why choose us?

Compensation is one part of our broader Total Rewards package that supports wellbeing, balance, and growth. Today, this includes:

Time Off & Flexibility

• 3 weeks of vacation
• Your birthday off
• Office closure between Christmas and New Year’s
• 10 paid personal time-off (PTO) days annually for appointments, illness, or well-being needs.
• A hybrid work environment built on trust and accountability.

Base Salary: The expected base salary range being offered to candidates for this role is ($50,000 - $55,000). Positioning within this range will be determined based on a variety of factors such as location, skills, and experience.

Additional Information

Use of Artificial Intelligence (AI)

As part of our hiring process, Citation Canada uses artificial intelligence enabled tools to support the screening, assessment, and selection of applicants. These tools assist our teams but do not replace human decision making. All employment-related decisions are made by our team.

If you require accommodation at any stage of the recruitment process, please let the recruitment team know.