IT Support Technician | Deskside & Field Support

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

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.