Hybrid IT Help Desk Technician - End-User Support & IT Ops

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

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.