IT Support Specialist

Urbacon; Toronto; On-site; CAD 52,000 - 78,000; Full time

Job summary

Urbacon, a Toronto-based design, construction and real estate development firm, seeks an IT Support Specialist to be the primary contact for daily employee technology support and onboarding. You will manage hardware, software, access and collaboration issues, and maintain a mature helpdesk with documented procedures.

You will own onboarding/offboarding, maintain the IT knowledge base, and work closely with the Director of IT and vendors.

Qualifications

• Two to four years of IT support, service desk, desktop support, or application-support experience.
• Solid working knowledge of Microsoft 365 – Exchange Online and Outlook, Teams, SharePoint, and OneDrive.
• Account administration – creating user accounts and groups, assigning Microsoft 365 licences, and supporting access, password, and MFA issues.
• Windows endpoint support – build, configuration, updates, and troubleshooting.

Responsibilities

• Own the day-to-day helpdesk queue – intake, triage, prioritization, and follow-through.
• Resolve incidents within service expectations, and own each request through to resolution or confirmed escalation.
• Keep complete ticket records: the exchange with the requester, steps taken, and the resolution.
• Escalate with full diagnostic detail, and confirm resolution with the user.

Skills

IT support

Windows troubleshooting

Active Directory

M365 Admin

Documentation

On-site support

Tools

Microsoft 365 Admin

Intune

Autopilot

Job description

Role Summary

Urbacon is a Toronto-based, full-service design, construction, and real estate development company with about 150 people. Our IT team is small, hands-on, and close to the business – you will know the people you support, and your work will be visible. We are looking for an IT Support Specialist to be the primary point of contact for day-to-day employee technology support and onboarding. You will resolve hardware, software, access, and collaboration issues independently, provide frontline support for our business applications, and be accountable for day-to-day helpdesk intake, triage, documentation, and follow-through. This is an established role with processes, documentation, and a mature helpdesk already in place. You will take ownership of that foundation, bring your own judgment to the problems that are not in the runbook, and grow into deeper application support alongside our Business Systems Analyst.

Key Responsibilities

What you will be doing

• Own the day-to-day helpdesk queue – intake, triage, prioritization, and follow-through
• Resolve incidents within service expectations, and own each request through to resolution or confirmed escalation
• Keep complete ticket records: the exchange with the requester, steps taken, and the resolution. Accurate records support consistent service, knowledge management, and self-service
• Escalate with full diagnostic detail, and confirm resolution with the user rather than assuming it

IT and workplace support

• Set up, support, and troubleshoot desktops, laptops, phones, printers, and peripherals
• Handle Windows support – installations, updates, and configuration
• Support boardroom and meeting-room technology, including Teams connectivity and conferencing equipment
• Maintain accurate hardware and asset records

Business application support

• Current systems include Microsoft 365, Concur, Pacific Timesheet, Procore, Vista by Viewpoint, Monday.com, and other SaaS business applications. You are not expected to know all of them on day one
• Diagnose and resolve application issues – using documented procedures where they exist, and your own troubleshooting skill where they do not
• Manage routine access, permissions, mailbox, and SharePoint sharing requests
• Maintain application FAQs and troubleshooting guides, and open and track vendor support tickets through to closure

Onboarding and offboarding

• Coordinate equipment and account readiness ahead of a new employee’s first day
• Set up hardware, install software, configure application access, and verify it with the employee and their manager
• Deliver introductory technology orientation
• Execute offboarding – access removal, equipment recovery, and record updates

Documentation

• Maintain and extend the IT knowledge base as part of normal service delivery, and turn repeat issues into user-facing guidance

Scope of the role

This is our primary frontline support role. You will work closely with our endpoint and collaboration support function, our Business Systems Analyst, vendors, and the Director of IT, and complex infrastructure, security, integration, reporting, business-analysis, and system-configuration work is escalated to the appropriate owner – this is a support role rather than a business-analyst role.

Location & Commitments

This position is based at our head office at 750 Lakeshore Blvd East in Toronto, on-site five days per week. Being here matters for this role – device provisioning, meeting-room support, onboarding, equipment inventory, and in-person help are a significant part of the job.

Candidate Requirements

What you bring

• Two to four years of IT support, service desk, desktop support, or application-support experience
• Solid working knowledge of Microsoft 365 – Exchange Online and Outlook, Teams, SharePoint, and OneDrive
• Account administration – creating user accounts and groups, assigning Microsoft 365 licences, and supporting access, password, and MFA issues. Active Directory, Entra ID, or both
• Windows endpoint support – build, configuration, updates, and troubleshooting
• Experience supporting non-technical employees, and the patience to do it well
• Disciplined record-keeping – you keep a structured queue current and write tickets the next person can actually use
• Sound troubleshooting ability – you can work an unfamiliar problem through to a solution, not only apply known fixes
• Clear, user-friendly writing for documentation and ticket records
• Ability to work on-site five days per week

Nice to have

• Experience in construction, engineering, property, or professional services
• Experience supporting SaaS business applications such as Concur, Procore, or Vista by Viewpoint
• Familiarity with Intune, Autopilot, or comparable device management tooling
• Experience with onboarding and offboarding processes

Urbacon is an equal opportunity employer committed to abiding by all equal opportunity employment standards.

Urbacon is committed to providing accommodations for people with disabilities. If you require an accommodation at any stage of the hiring process, we will work with you to meet your needs.

We thank all candidates for their interest in Urbacon, however, only those candidates selected for an interview will be contacted.

This posting is for a current vacancy. AI is used to assist in screening and assessing applicants.