Helpdesk Support Specialist

Encore; Oakville; On-site; CAD 28,000 - 33,000; Part time

Job summary

Encore is seeking a part-time Director, Client Technology & Data Solutions to support our Technical Support Team in Oakville. The role focuses on front-line ticket triage, device preparation, imaging, and onboarding/offboarding coordination.

The position offers hands-on IT support in a fast-paced environment. You will help with Windows laptops, iPads, and Microsoft 365 tools, while maintaining asset tracking, documentation, and end-user assistance.

Qualifications

• Strong written and verbal communication in English.
• French is an asset.
• Experience with Windows laptops and iPads.
• Familiar with Microsoft 365 apps (Outlook/Teams/Word/Excel).
• Ability to manage multiple priorities effectively.

Responsibilities

• Respond to inbound help desk tickets, calls, and emails.
• Configure and deploy iPads and Windows laptops for deployment.
• Assist with onboarding and offboarding for staff accounts and devices.
• Document issues and support ticket updates for internal reporting.

Skills

Organized

Detail-oriented

Customer service

Time management

Multitasking

Communication

English proficiency

French asset

Tools

Zendesk

Intune

Microsoft 365

Job description

POSITION DESCRIPTION
ROLE: Director, Client Technology & Data Solutions
TYPE: Part-Time (Approx. 16 Hours/Week)
LOCATION: Oakville
RATE: $20-$24 per hour

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.