IT Support Technician - 3 month contract

Modern Niagara; Ottawa; On-site; CAD 41,328,000 - 48,216,000; Full time

Benefits offered by this job

Performance bonus opportunities

Pension plan with employer contrib.

Health and dental benefits

Health spending account

Job summary

Modern Niagara in Ottawa, Ontario, seeks an IT Support Specialist to provide reliable Tier 1 tech support for end-user devices, applications, and systems. You will perform hands-on desktop and deskside support, install software and hardware, and resolve issues to keep staff productive and secure.

The role requires 1-2 years in IT support, strong communication, and experience with ITSM tools; travel to Edmonton as needed and collaboration across national teams.

Qualifications

• 1-2 years of IT Support or Service Desk experience.
• Strong technical foundation with software/hardware expertise.
• Experience providing remote and deskside support with ITSM tools.
• Knowledge of desktop and server OS and basic admin tasks.
• Strong troubleshooting and communication skills.
• Excellent documentation and ticket management.
• Willing to travel to Edmonton for coverage.
• Experience supporting teams nationally.

Responsibilities

• Maintain end-user computing and mobile devices, applications, and peripherals.
• Provide hands-on desktop and deskside support, including software/hardware installation and configuration.
• Support basic Tier 1 requests, including application installation and troubleshooting.
• Prioritize requests based on urgency and business impact.
• Build rapport with users to understand issues and improve delivery.
• Record and track support activities from intake to resolution using service desk tools.
• Conduct post-resolution follow-ups to confirm issues are resolved.
• Develop end-user help documentation and FAQs.

Skills

IT Support

Customer service

Troubleshooting

Documentation

Communication

Team collaboration

Tools

Zoho ManageEngine

ITSM tools

Job description

Role Summary

The IT Support Specialist provides reliable, responsive technology support to Modern Niagara employees by maintaining end‑user devices, applications, and systems. This role supports Tier 1 requests, resolves technical issues efficiently, and ensures employees can work productively and securely. Success is demonstrated through timely issue resolution, strong customer service, and stable, well‑maintained IT environments.

Why This Role Matters to Modern Niagara

Reliable IT support is essential to keeping Modern Niagara’s teams connected, productive, and safe. This role directly supports business continuity across offices and project sites by minimizing downtime, maintaining secure systems, and enabling employees to focus on delivering high‑quality work to clients.

Key Impact / Purpose

• Deliver consistent Tier 1 support that minimizes disruption and supports daily operations.
• Maintain secure and reliable end‑user computing environments through proactive troubleshooting, maintenance, and improvement.
• Support national teams through responsive service, collaboration with internal partners and vendors, and shared ownership of service quality.

Duties and Responsibilities

• Maintain end‑user computing and mobile devices, applications, and peripherals.
• Provide hands‑on desktop and deskside support, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Support basic Tier 1 requests, including application installation, configuration, and troubleshooting.
• Prioritize support requests based on urgency and business impact.
• Build strong rapport with users to understand issues holistically and improve service delivery.
• Apply diagnostic tools and utilities and access software updates, drivers, knowledge bases, and FAQs to resolve issues.
• Conduct root cause analysis to ensure problems are fully resolved and prevent recurrence.
• Record, track, and document support activities from intake through resolution using service desk tools.
• Perform post‑resolution follow‑ups to confirm issues are resolved and users are supported.
• Develop help documentation and FAQs for end users.
• Collaborate with teammates to maintain an up‑to‑date knowledge base of best practices and issue resolutions.

Must Haves:

• 1-2 years of experience in an IT Support or Service Desk role.
• Strong technical foundation with the ability to support operational technologies and become a subject matter expert in specific software and hardware solutions.
• Experience providing both remote and deskside support using helpdesk or ITSM tools.
• Working knowledge of desktop and server operating systems, including basic back‑end support such as user and email account setup.
• Strong troubleshooting, analytical, and problem‑solving skills.
• Excellent interpersonal and communication skills, with the ability to explain technical concepts in user‑friendly language.
• Strong documentation skills and experience managing service tickets through to resolution.
• Familiarity with infrastructure and networking concepts.
• Willing and able to perform light and heavy lifting as required.
• Willing and able to support teams nationally, including travel to the Edmonton location for coverage as required.

Nice to Haves:

• Familiarity with ITIL principles.
• Experience working with software vendors to optimize support and functionality.
• Experience with infrastructure networking environments.
• Experience using Zoho ManageEngine or similar ITSM tools.
• Experience supporting IT environments within the construction industry.

This is a temporary replacement position. Expected hourly compensation $30-$35/hr.

Modern Niagara offers a competitive total compensation package including:

• Performance based bonus opportunities.
• Defined Contribution Pension Plan with a generous employer contribution.
• Flexible Health and Dental benefits with tiered options to meet the needs of you and your family.
• An annual health spending account to support your overall wellness.
• 24/7 confidential support through our Employee and Family Assistance Program with access to comprehensive resources and professional services.
• A competitive vacation package with additional vacation granted throughout your tenure with the organization.
• Employer Paid Parental Leave Top Up.
• Annual Community Day dedicated to volunteering and giving back to the communities where we live and work.
• Corporate Discounts through various vendors across Canada for programs such as fitness, mobile phones, travel, home and auto insurance and many others.
• Here at Modern Niagara, because we know our people are the best in the industry, we pride ourselves on providing a total compensation package that rewards employees for their hard work and supports employees and their families in their overall wellbeing.

About Modern Niagara

Who We Are
Modern Niagara helps building owners, managers, and general contractors meet the mechanical, electrical, integrated building technology, and building services needs of their buildings across Vancouver, Calgary, Edmonton, Toronto, Southwestern Ontario, and Ottawa. We are committed to having a positive and meaningful impact on Canada’s infrastructure — and on the communities where we live, learn, work, and heal. We build for life.

Our Culture & Values
We value passion, initiative, determination, professionalism, and teamwork. Health and safety are embedded in everything we do, and our award-winning safety culture consistently performs well above industry standards.

Diversity, Equity & Inclusion at Modern Niagara
We are committed to building a diverse, equitable, and inclusive organization where everyone has access to opportunity, feels a sense of belonging, and can thrive. Health and safety are embedded in everything we do, and our award-winning safety culture consistently performs well above industry standards. We actively work to remove barriers faced by members of equity‑seeking groups (including women, Indigenous, Black, racialized, 2SLGBTQIA+ people, people with disabilities, and newcomers to Canada) in the construction industry. We encourage applications from candidates of all backgrounds and lived experiences and are committed to a barrier‑free hiring process.

If you require accommodation at any stage of the recruitment process, please contact us at [e-mail] so we can make appropriate arrangements.

We appreciate every applicant’s interest in joining Modern Niagara. Only those selected for an interview will be contacted.