IT Service Desk Analyst

Serco; Toronto; On-site; CAD 60,000 - 75,000; Full time

Job summary

Serco Canada Inc. is seeking a Field Service Technician to deliver hands-on IT support for desktops, peripherals, and basic networked systems. The role includes on-site installation, maintenance, and remote assistance, with escalation to senior teams as needed.

The position targets technicians with at least 2 years of relevant experience, capable of remote collaboration, ticketing, and documenting activities while traveling locally within the GTA area.

Qualifications

• College diploma or university degree or equivalent experience.
• Minimum 2 years in Field Service/Desktop Support or similar IT role.
• Experience imaging, memory/storage replacement, and Windows support.
• Familiarity with ticketing systems and on-site service.

Responsibilities

• On-site installation, maintenance, and servicing of IT equipment.
• Diagnose hardware/software issues using standard methods.
• Image, configure, and deploy PCs per build procedures.
• Provide remote and on-site user support and guidance.
• Log, track, and update incidents in the ticketing system.
• Escalate complex issues to senior teams when needed.

Skills

PC hardware

Windows OS

Troubleshooting

Remote support

Ticketing systems

Education

College Diploma / University Degree

Tools

ServiceNow

Jira

Job description

Position Description & Qualifications

Job Summary

The Field Service Technician provides hands‑on, on‑site and remote technical support for computer hardware, peripherals, and basic networked systems. Working under close supervision, this role is responsible for installing, maintaining, troubleshooting, and repairing end‑user computing equipment while delivering professional customer service to internal users.

This position is targeted at early‑to‑mid level technicians with at least 2 years of relevant experience and is not intended for entry‑level (zero‑experience) candidates. The technician will handle routine and non‑complex issues independently, escalating advanced or complex problems to senior field or remote engineering teams as required.

Key Responsibilities

Field Support & Technical Services

• Perform on‑site installation, maintenance, and servicing of IT equipment, including desktops, laptops, peripherals, and telecommunications devices
• Diagnose hardware and software issues using standard troubleshooting methodologies and specialized diagnostic tools
• Image, configure, and deploy PCs in accordance with standard build procedures
• Perform preventive maintenance activities on PCs and related equipment

Operating Systems & Applications

• Support Windows OS platforms (Windows 10/11)
• Install, configure, and troubleshoot standard business applications
• Assist users with application errors, configuration issues, and basic usage questions

Networking & Infrastructure Support

• Possess a foundational understanding of networking and server concepts (LAN/WAN, cabling, switches, basic server roles)
• Provide hands‑on assistance for remote Network and Server Engineers during on‑site troubleshooting, hardware replacement, or validation activities
• Participate in basic equipment and system acceptance testing following established procedures

Customer Interaction & Communication

• Deliver operation and maintenance instructions to users when required
• Interact professionally with end users both in person and remotely
• Work with customers to clarify technical issues and identify root causes

Ticketing & Documentation

• Log, track, and update incidents and service requests using an assigned ticketing platform
• Accurately document troubleshooting steps, resolutions, and field activities

Escalation & Collaboration

• Independently address routine and non‑complex issues
• Escalate complex or unresolved problems to higher‑level technicians or engineering teams
• Collaborate effectively with remote support teams to resolve issues efficiently

Required Qualifications & Experience

Experience

• College Diploma / University Degree or combination of experience and education
• Minimum 2 years of experience working in a Field Service Technician, Desktop Support, or similar IT support role
• Experience troubleshooting and repairing PCs, including imaging, memory replacement, and storage replacement
• Hands‑on experience supporting Windows‑based environments
• Experience working with or alongside ticketing systems (ServiceNow, Jira, etc.)

Technical Skills

• Strong PC hardware troubleshooting skills
• Windows OS installation, configuration, and troubleshooting
• Application installation and issue resolution
• Basic understanding of networking and server concepts

Soft Skills

• Strong verbal communication skills
• Ability to interact confidently with users on‑site and remotely
• Good problem‑solving and organizational skills
• Ability to follow procedures while working under close supervision

Additional Requirements

• Ability to work independently in a remote / regional environment
• Valid driver’s license and ability to travel locally within the GTA area (if applicable)

Preferred Qualifications

• IT certifications (CompTIA A+, Network+, or similar)
• Prior experience working in geographically remote or low‑density service regions
• Experience supporting public‑facing or regulated environments

Company Overview

Serco Canada Inc. strives to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves the Canadian Federal and Provincial governments and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well‑being and work-life balance—so you can thrive both professionally and personally. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of the posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job‑related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple provinces, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long‑term incentive opportunities.

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us .

Serco complies with all applicable federal, provincial, and local leave laws This is a Canada-based role and this position is for an existing vacancy, unless stated otherwise in the job description. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: [e-mail] .