IT Support Technician

United States Digital Space LLC; Kitchener; On-site; CAD 34,000 - 58,000; Full time

Benefits offered by this job

Equity

Benefits

Job summary

United States Digital Space LLC in Waterloo, Ontario, is seeking an on-site IT Support Technician to join our IT team. You will manage the ticket queue, assist employees with MacOS and SaaS tools, and help run internal events with strong communication and troubleshooting.

You’ll take on small projects, identify improvements to reduce repetitive work, and document workflows in Notion. This role requires confident, proactive hands-on support in an office environment.

Qualifications

• 2+ years of experience in IT Support/Help Desk/ deskside role.
• Experience supporting MacOS and SaaS applications.
• Experience with basic A/V setups.
• Strong troubleshooting skills and ability to work independently.
• Clear written and verbal communication.
• Comfortable using Jira, Slack, Zoom, Notion, FleetDM.
• Willingness to be on-site and travel internationally 1–2 times per year.

Responsibilities

• Handle tickets in the Jira queue with clear communication and ownership.
• Support employees with MacOS, SaaS tools, account access, and general troubleshooting.
• Troubleshoot devices, network, Zoom rooms, and coordinate with IT Engineering to implement solutions.
• Communicate clearly with employees through Slack, Zoom, Jira, and in person.
• Provide event support including planning, setup, and day-of assistance.
• Update documentation and improvements in Notion to streamline processes.

Skills

MacOS support

SaaS apps

Troubleshooting

Clear communication

Organized

Proactive

Automation interest

Tools

Jira

Slack

Zoom

Notion

FleetDM

Job description

the company is a technology wholesale platform built on the belief that the future is local. Independent retailers around the globe collectively represent a multi-hundred-billion-dollar wholesale market that has historically been fragmented and offline. At the company, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe. Picture your favorite boutique in town — we help them discover the best products from around the world to sell in their stores. With the right tools and insights, we believe that we can level the playing field so businesses can grow and local communities can thrive.

We’re looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours.

About this role:

the company is looking for an on-site IT Support Technician to join our IT team in Waterloo. Most of your day will be spent helping employees by working through the ticket queue, helping unblock employees when they run into technical issues, and supporting internal events — all with clear communication, solid troubleshooting, and reliable follow-through.

Beyond the daily support work, we’re looking for someone who can take on small projects and unclear tasks without needing step-by-step direction. You should be comfortable identifying improvements, finding ways to reduce repetitive work, and handling one-off technical issues. This role includes both regular in-person support and opportunities to improve how our team works.

This role requires full-time presence in our Kitchener-Waterloo office five days per week. What you’ll do: Daily Support

• Work in the Jira ticket queue throughout the day, handling tickets with strong communication and ownership
• Support employees with MacOS, SaaS tools, account access, and general troubleshooting
• Troubleshoot issues with devices, the network, Zoom rooms, etc., partnering with IT Engineering to implement solutions
• Communicate clearly with employees through Slack, Zoom, Jira, and in person

Event Support

• Support internal events such as Makers the company, including planning, setup, equipment testing, and day-of assistance
• Make sure event spaces, A/V setups, and demo stations are working properly

Project & Improvement Work

• Take on ambiguous tasks and work independently to deliver high-quality results
• Look for ways to simplify, improve, or automate repetitive support tasks
• Update and create documentation in Notion to make processes clearer for the team
• Help solve unexpected or unusual technical problems and become someone the team can rely on in those moments

Qualifications:

• 2+ years of experience in an IT Support, Help Desk, or deskside role
• Experience supporting MacOS, SaaS applications, and basic A/V setups
• Strong troubleshooting skills and the ability to solve issues independently
• Comfortable using tools such as Jira, Slack, Zoom, Notion, and FleetDM
• Clear written and verbal communication
• Organized and able to manage multiple tasks at once
• Comfortable working in the office and handling hands-on support needs
• Self-starter who can take initiative and run with tasks
• Interest in automation or improving workflows
• Experience assisting with company events
• Curiosity about new tools and ways to make IT support more efficient

Must be able to travel internationally, 1 to 2 times per year. Salary Range:

Canada: the pay range for this role is $30.30 to $41.85 per hour.

This role will also be eligible for equity and benefits. Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands, and primary work location. The base pay range provided is subject to change and may be modified in the future.

the company uses Artificial Intelligence (AI) to screen and select applicants for this position.

This job posting is for an existing vacancy.

Hybrid the company employees currently go into the office 3 days per week on Tuesdays, Thursdays, and a third flex day of their choosing (Monday, Wednesday, or Friday).* Additionally, hybrid in-office roles will have the flexibility to work remotely up to 4 weeks per year. Specific Workplace and Information Technology positions may require onsite attendance 5 days per week as will be indicated in the job posting.*

Why you’ll love working at the company

• Move fast: You'll own meaningful problems that serve customers around the globe with the agency to move fast and see your results clearly.
• Equipped to scale: We invest in what matters, including the latest enterprise AI tools, to help you work smarter and get more out of every day.
• Best in class: Our team is full of sharp, kind, and generous colleagues who care about their craft and about helping you grow in yours.
• Real rewards. Competitive pay, equity, and comprehensive benefits designed to support your life inside and outside of work.
• Belonging: We're intentional about building an environment where every the company employee has equal access to opportunities, growth, and success.

the company was founded in 2017 by a team of early product and engineering leads from Square. We’re backed by some of the top investors in retail and tech including: Y Combinator, Lightspeed Venture Partners, Forerunner Ventures, Khosla Ventures, Sequoia Capital, Founders Fund, and DST Global. We have headquarters in San Francisco and Kitchener-Waterloo, and a global employee presence across offices in Toronto, London, and New York. To learn more about the company and our customers, you can read more on our blog.

the company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.

the company is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Accommodations are available throughout the recruitment process and applicants with a disability may request to be accommodated throughout the recruitment process. We will work with all applicants to accommodate their individual accessibility needs. To request reasonable accommodation, please fill out our Accommodation Request Form (https://bit.ly/the company-form)

Privacy

For information about the type of personal data the company collects from applicants, as well as your choices regarding the data collected about you, please visit the company’s Privacy Notice (https://www.the company.com/privacy)