IT Support Coordinator

OSL Retail Services; Mississauga; On-site; CAD 53,000 - 59,000; Full time

Benefits offered by this job

3 weeks vacation

Benefits package

RRSP matching

Best Managed Companies Platinum Club

Employee development programs

Job summary

OSL Retail Services in Mississauga is seeking an IT Support Coordinator to manage day-to-day IT support operations. You will provide Tier 1 technical help and coordinate onboarding, asset management, and process tracking to ensure smooth service delivery.

The role requires strong organization and communication, with hands-on support for Windows/Mac devices, Wi-Fi, printers, and access provisioning. Onsite work 4–5 days a week in Mississauga, with a comprehensive benefits package.

Qualifications

• Minimum 6-12 months of experience in customer service, help desk, technical support, IT coordination, retail support, or operations support.
• Basic knowledge of Microsoft 365, Windows/Mac devices, password resets, user access, printers, Wi-Fi, and common troubleshooting steps.
• Experience working with tickets, trackers, queues, spreadsheets, or structured task lists.
• Strong verbal and written communication skills with the ability to document issues and resolutions clearly.
• Strong troubleshooting, problem-solving, organizational, and time management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Comfortable working onsite 4-5 days per week in Mississauga.
• Able to lift, move, prepare, package, and ship IT equipment when required.

Responsibilities

• Act as the first point of contact for IT-related issues and requests via ticketing system and phone.
• Provide Tier 1 technical support, including troubleshooting Wi-Fi/connectivity issues, printers, peripherals, user access, and permissions.
• Triage, prioritize, and coordinate incoming support requests to ensure timely resolution; elevate complex issues to Tier 2/3 teams as needed.
• Maintain accurate and detailed ticket documentation, including issue descriptions, actions taken, and resolutions.
• Coordinate IT onboarding and offboarding activities, including user access provisioning and deprovisioning.
• Process access requests for new hires, role changes, and departures; maintain offboarding trackers and share regular reports with stakeholders.
• Coordinate the preparation, packaging, and shipment of IT equipment to new hires.
• Track, maintain, and reconcile IT hardware inventory; support audits and inventory reviews.
• Manage multiple tickets and coordination tasks simultaneously, especially during peak periods.
• Maintain clear documentation, job aids, and process notes to support consistent service delivery.
• Identify recurring issues and opportunities to improve service desk workflows and efficiency.

Skills

Customer service experience

Technical support

IT coordination

Communication skills

Time management

Tools

Microsoft 365

Windows/Mac devices

Ticketing systems

Job description

Overview

At OSL Retail Services, we believe people are the heart of everything we do, and it is an exciting time to be part of something special! Our momentum is growing, and is fueled by innovation, collaboration, and a shared entrepreneurial spirit that drives real results. Founded in 2012 in Mississauga, Ontario, OSL delivers customized sales solutions in retail, direct sales, and customer acquisition, all built on a foundation of integrity, respect, and passion. Our culture thrives on connection, purpose, and growth. If you’re looking for a place where your talents are valued, your ideas matter, and your career can grow, we’d love to meet you.

About The Role

We are currently seeking an IT Support Coordinator. This role serves as the central point of coordination for day-to-day IT support operations, ensuring smooth and efficient experience for both field and in-office teams. The position combines hands-on Tier 1 technical support with administrative coordination, asset management, and process tracking. The ideal candidate is highly organized, customer-focused, and able to manage multiple priorities in a fast-paced environment while delivering clear communication and accurate documentation.

What you’re responsible for:

• Act as the first point of contact for IT-related issues and requests via ticketing system and phone
• Provide Tier 1 technical support, including troubleshooting Wi-Fi/connectivity issues, printers, peripherals, user access, and permissions
• Triage, prioritize, and coordinate incoming support requests to ensure timely resolution; elevate complex issues to Tier 2/3 teams as needed
• Maintain accurate and detailed ticket documentation, including issue descriptions, actions taken, and resolutions
• Coordinate IT onboarding and offboarding activities, including user access provisioning and deprovisioning
• Process access requests for new hires, role changes, and departures; maintain offboarding trackers and share regular reports with stakeholders
• Coordinate the preparation, packaging, and shipment of IT equipment to new hires
• Track, maintain, and reconcile IT hardware inventory; support audits and inventory reviews
• Manage multiple tickets and coordination tasks simultaneously, especially during peak periods
• Maintain clear documentation, job aids, and process notes to support consistent service delivery
• Identify recurring issues and opportunities to improve service desk workflows and efficiency

To join our team

• Minimum 6-12 months of experience in customer service, help desk, technical support, IT coordination, retail support, or operations support
• Basic knowledge of Microsoft 365, Windows/Mac devices, password resets, user access, printers, Wi-Fi, and common troubleshooting steps
• Experience working with tickets, trackers, queues, spreadsheets, or structured task lists
• Strong verbal and written communication skills with the ability to document issues and resolutions clearly
• Strong troubleshooting, problem-solving, organizational, and time management skills
• Ability to manage multiple priorities in a fast-paced environment
• Comfortable working onsite 4-5 days per week in Mississauga
• Able to lift, move, prepare, package, and ship IT equipment when required

The salary for this role is $53K to $59K, with a yearly eligible 5% bonus. Your final compensation will reflect your years of experience and beyond the numbers, we’re proud to offer a holistic package that includes:

• Generous time off: Start with 3 weeks of vacation.
• Comprehensive benefits package: Includes medical, dental, vision and a health spending account.
• Retirement support: Company-sponsored RRSP matching program to help build your financial future.
• Award-winning culture: Proud to be one of Canada’s Best Managed Companies for 8 years running - now a Platinum Club member.
• Invested in you: Structured employee development programs designed to help you thrive.

We’re committed to supporting your success every step of the way. What are the next steps?

The Interview Process

Step 1:

If your profile is a match, we will invite you for a first conversation with the recruiter.

Step 2:

The next step is a virtual or in person interview with the hiring manager.

Step 3:

The final step is an in-person interview with the hiring manager and extended team members.

We thank all interested applicants; however, only qualified candidates will be contacted. This position requires successful completion of a criminal background check. OSL is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply.