Information Technology Support Generalist

Fidus Systems; Ottawa; On-site; CAD 65,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

GRSP contributions matching

Annual profit-sharing bonus

Supplementary benefits

Job summary

Fidus Systems is seeking an IT Support Generalist to manage the help desk, onboard/offboard users, and provide hands-on support for software and hardware in our Kanata office. You’ll administer AD/Entra ID, monitor Windows and Office 365, and document processes.

The role requires 3+ years IT experience, strong customer service, and English fluency. Occasional after-hours work may be needed and security clearances are valued.

Qualifications

• Minimum of 3 years of IT help desk experience.
• Post-secondary IT education or equivalent experience.
• Excellent customer service and communication skills.
• Fluency in English (spoken and written) for audits and client comms.
• Strong diagnostic and problem-solving abilities.
• Able to manage multiple tasks with strong attention to detail.
• Experience with IT ticketing systems and hardware provisioning.
• Knowledge of Windows OS, Active Directory, Entra ID, Exchange Online, Office 365; Linux basics.

Responsibilities

• Onsite inKanata office 4/5 days per week and manage IT help desk tickets.
• Lead onboarding and offboarding IT tasks.
• Hands-on end-user support for software/hardware issues.
• Provision hardware and deployments, including Autopilot.
• Monitor Windows OS, Office 365; some Mac/Linux support.
• Document processes, configurations, and incident responses.

Skills

Customer service

English fluency

Problem solving

Organization

Education

Post-secondary IT field

Tools

Windows OS

Active Directory

Entra ID

Exchange Online

Office 365

Linux (Ubuntu, Red Hat)

Command-line

Job description

Fidus is a global high-tech design firm headquartered in Ottawa, with additional design centres in Kitchener-Waterloo and San Jose. We specialize in leading-edge electronic product development, with hardware, embedded software, FPGA/ASIC, and signal integrity teams working together to design and deliver next‑generation products for clients in emerging technology markets.

Position Overview

The IT Support Generalist will work closely with the business to help support growth. The position manages all incoming helpdesk requests, sets priorities and promptly resolves issues and closes tickets with fantastic customer service.

What You'll Be Doing:

• Onsite in our Kanata office 4/5 days per week;
• Primary person responsible for IT help desk operations, ensuring prompt and professional resolution of support tickets from our employees;
• Takes ownership for IT related Onboarding and Offboarding processes and tasks;
• Hands‑on IT support to end users, including software and hardware troubleshooting;
• Hardware provisioning, including Autopilot deployments and asset tracking;
• Monitor and maintain Windows OS, Office 365, and some Mac/Linux;
• Administer user and group accounts in Active Directory / Entra ID;
• Create and maintain documentation for IT processes, configurations, and change management logs;
• Purchase and provision IT software;
• Fluent user of AI for assistance with troubleshooting, support and replies

Requirements

• Minimum of 3 years of experience in a similar position in IT;
• Post‑secondary education in a computer‑related field or the equivalent related work experience;
• Excellent customer service and communication skills;
• Fluency in English is required (spoken and written) for audits and client communication;
• Strong diagnostic and problem‑solving skills;
• Can manage and prioritize multiple tasks, very organized with a good attention to detail;
• Experience working with IT ticketing systems;
• Experience with IT hardware provisioning;
• Strong knowledge of Windows OS, Active Directory, Entra ID, Exchange Online, and Office 365;
• Working knowledge of Linux systems (Ubuntu, Red Hat) and command‑line administration;
• Ability to document processes, configurations, and incident responses in a detailed and organized manner;
• Self‑motivated with the ability to work independently and as a member of a team;
• Understanding of compliance and cybersecurity frameworks;
• Able to shift schedule to work the odd evening or weekend to repair critical systems/components or perform upgrades/fixes outside of business hours;
• Ability to obtain security clearance to work within Canadian and US government contract requirements (e.g., Secret Clearance) (Existing security clearance an asset)

Benefits

This role is being posted to fill an existing vacancy.

Annual base salary ranges from $65,000 to $75,000. The final offer within this range takes into account the variations in knowledge, skills, experience, and market conditions, and with consideration to internal equity.

Our competitive compensation package also includes a comprehensive benefits package, including medical, dental, and vision plans, matching GRSP contributions, annual profit‑sharing bonus, along with other supplementary benefits

We also recognize that candidates show interest throughout different career stages and welcome all applications. When there is a great fit, the level of the role may be shifted as applicable.

About Fidus & Why Work Here

Since 2001, Fidus has completed over 4,000 projects for more than 400 customers across industries including Telecom/Datacom, Aerospace & Defence, Consumer, Semiconductors, Industrial/Automotive Controls, and Medical. As a Premier Adaptive Computing Partner for AMD North America, we combine deep technical expertise with industry‑leading tools to solve complex design challenges.

Fidus designs high‑speed, high‑complexity electronic systems using emerging technologies, often well before they reach the broader market. Our teams work across FPGA/DSP, hardware, embedded software, verification, SI/PI, PCB layout, and mechanical/thermal design to deliver real products for our customers.

Our work spans space and satellite systems, next‑generation communications and networking, high‑performance compute and storage platforms, advanced video and imaging, and industrial, medical, and automotive systems. We are not tied to a single product or industry—our work follows the technology, not just one roadmap.

At Fidus, collaboration is at the core of how we work. We value openness, trust, and shared ownership, and we create an environment where people are encouraged to contribute ideas, learn from one another, and have a meaningful impact through the work they do.

Curious what it's actually like to work here? Take a look at our Working at Fidus page.

If all of this excites you, has your attention, and you can't wait to join our amazing team and work environment, then we want to hear from you!

Fidus has a commitment to ensure a fair and transparent recruitment process. Automated tools (including AI) support our initial screening of applicants against our job posting to identify candidates whose qualifications, experience, and skills align most closely with the position requirements. All further candidate assessments and final selection are conducted by our human recruitment team. AI does not make any final hiring decisions.

Thank you for your interest in Fidus. We welcome and encourage diverse candidates to apply. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Fidus is committed to creating a diverse environment and is proud to be an equal opportunity employer.