Service Desk Consultant
Tridel
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Job summary
Tridel is seeking a Service Desk Consultant to provide frontline support for employee technology, including Windows devices, Microsoft 365, and network connectivity. You will work with IT teams to resolve issues, document resolutions, and ensure a high-quality employee technology experience.
The role emphasizes onboarding/offboarding, incident management, and contributing to knowledge bases. Office-based, with a collaborative IT environment and opportunities to improve support automation.
Qualifications
- 2+ years of experience in an IT Service Desk, Help Desk, desktop support, or end-user computing role.
- Experience supporting Windows environments and end-user technology.
- Experience supporting Microsoft 365 applications, including Outlook, Teams, OneDrive, and Microsoft Office.
- Familiarity with Active Directory and/or Microsoft Entra ID.
- Familiarity with endpoint management and device deployment technologies.
- Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
- Experience working with an ITSM or ticketing platform.
- Strong troubleshooting and analytical skills.
- Strong customer-service orientation.
- Clear written and verbal communication skills.
Responsibilities
- Provide frontline technical support for hardware, software, identity, connectivity, and productivity issues.
- Troubleshoot and resolve incidents and service requests using established procedures and technical documentation.
- Support Windows devices, Microsoft 365 applications, Microsoft Teams, mobile devices, printers, peripherals, VPN, and network connectivity.
- Maintain clear ownership of assigned tickets through resolution or effective escalation as required.
- Communicate clearly with employees regarding issue status, next steps, and resolution.
- Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Microsoft Office applications.
- Assist with device provisioning, deployment, replacement, and lifecycle activities.
- Support endpoint management and security technologies, including Microsoft Intune, patching, encryption, antivirus/EDR, and device compliance.
- Install, configure, and troubleshoot software and endpoint-related issues.
Skills
Tools
Job description
Our strength, innovation and growth are the result of talented individuals who come together as a team to build sustainable and award-winning homes and communities. Through passion and dedication, our employees work collectively to develop some of the largest and most complex projects within the Greater Toronto Area. We recognize our employees are the key to our success, and we invest in creating a meaningful employee experience and culture that promotes:
- A diverse and robust suite of benefits and perks
- Social and sustainable impact within our company and the communities we build, and much more.
As a Tridel employee, you contribute to our purpose and standard of excellence while building homes for people today and the generations of tomorrow.
As part of our hiring process, applicants are required to complete a brief (5–10 minute) Predictive Index® Behavioural Assessment.
This assessment does not measure intelligence or experience; rather, it helps us understand your natural work and communication preferences.
The Service Desk Consultant is a key member of the IT Service Desk responsible for providing responsive, high-quality technical support to employees across the organization.
This role provides frontline support for end-user technology, including hardware, software, Microsoft 365, identity and access, connectivity, and corporate devices. The Service Desk Consultant is responsible for troubleshooting incidents, fulfilling service requests, supporting employee onboarding and offboarding, and ensuring requests are managed effectively through the ITSM platform.
The role works closely with senior Service Desk team members and other IT teams to resolve issues, maintain technology standards, improve documentation, and deliver a positive employee technology experience.
- Provide frontline technical support for hardware, software, identity, connectivity, and productivity issues.
- Troubleshoot and resolve incidents and service requests using established procedures and technical documentation.
- Support Windows devices, Microsoft 365 applications, Microsoft Teams, mobile devices, printers, peripherals, VPN, and network connectivity.
- Maintain clear ownership of assigned tickets through resolution or effective escalation as required.
- Communicate clearly with employees regarding issue status, next steps, and resolution.
- Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Microsoft Office applications.
- Assist with device provisioning, deployment, replacement, and lifecycle activities.
- Support endpoint management and security technologies, including Microsoft Intune, patching, encryption, antivirus/EDR, and device compliance.
- Install, configure, and troubleshoot software and endpoint-related issues.
- Support employee onboarding, transfers, and offboarding by assisting with provisioning and maintaining user accounts, devices, applications, groups, and access.
- Prepare and configure technology for new employees.
- Work with People & Culture and other IT teams to ensure technology-related onboarding and offboarding activities are completed accurately and on time.
- Manage incidents and service requests through the organization's ITSM platform.
- Follow established incident, request, escalation, and change-management processes.
- Maintain accurate and complete ticket documentation.
- Create and maintain knowledge-base articles, troubleshooting guides, and standard operating procedures.
- Identify recurring issues and bring them forward for further investigation or problem management.
- Suggest opportunities to improve Service Desk processes, documentation, self-service, and automation.
- Participate in the implementation and testing of ITSM workflow improvements and automation.
- Deliver professional, responsive, and respectful support to employees at all levels of the organization.
- Set appropriate expectations and keep users informed throughout the resolution process.
- Collaborate with Service Desk colleagues and Infrastructure, Security, Applications, and other IT teams.
- Share knowledge with other team members and contribute to a collaborative Service Desk environment.
- Follow established cybersecurity, identity, data protection, and technology standards.
- Follow least-privilege and access-management practices when provisioning or modifying user access.
- Escalate suspected phishing, malware, compromised accounts, or other potential security incidents.
- Handle employee and organizational information appropriately and securely.
- 2+ years of experience in an IT Service Desk, Help Desk, desktop support, or end-user computing role.
- Experience supporting Windows environments and end-user technology.
- Experience supporting Microsoft 365 applications, including Outlook, Teams, OneDrive, and Microsoft Office.
- Familiarity with Active Directory and/or Microsoft Entra ID.
- Familiarity with endpoint management and device deployment technologies.
- Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
- Experience working with an ITSM or ticketing platform.
- Strong troubleshooting and analytical skills.
- Strong customer-service orientation.
- Clear written and verbal communication skills.
- Ability to document technical issues and resolutions accurately.
- Ability to manage multiple priorities and take ownership of assigned requests.
- Experience with Microsoft Intune or other modern endpoint-management technologies.
- Experience with Microsoft Defender or other endpoint-security technologies.
- Experience with ITSM platforms such as Freshservice or ServiceNow.
- Experience assisting with ITSM workflow configuration or automation, such as ticket routing, approvals, service requests, notifications, or escalations.
- Exposure to scripting or automation technologies such as PowerShell or Power Automate.
- Experience contributing to knowledge management or self-service initiatives.
- ITIL Foundation certification or familiarity with ITIL service-management practices.
- Microsoft certifications related to Microsoft 365, endpoint administration, Azure, or security.
- CompTIA A+, Network+, or Security+ certification.
- Experience supporting executives or other high-touch business users.
- Exposure to cybersecurity standards or frameworks such as ISO 27001.
Founded in 1934, Tridel is responsible for delivering over 90,000 homes to date, and we are proud to continue building not just our legacy but communities for years to come.
As a purpose-driven company guided by our ‘Built for Life®’ commitment, we create socially and environmentally responsible communities and invest in innovations that promote quality, sustainability, high performance in construction, social inclusion and cohesion, and community economic development. As an award-winning company, we are proud to be recognized as an industry leader for excellence in design and construction, green building, corporate social responsibility, diversity, equity and inclusion, customer service, and more.
Tridel is committed to having a workforce that reflects the communities where we build, where everyone feels they belong, is physically and psychologically safe, and can reach their full potential. We embrace diversity while reinforcing equity and inclusion and are committed to building a team with a range of experiences and skills.
As an equal opportunity employer, we encourage all qualified individuals to apply, including those who self-identify as Indigenous in Canada (First Nations, Métis, Inuit), are from racialized communities, and persons with disabilities. We remain committed to a barrier-free recruitment and selection process and will provide accommodation upon request. If you require accommodation at any stage of the recruitment process, please email your request to recruitmentaccommodations@tridel.com. All information received will be handled in strict confidence.
As part of Tridel Group of Companies’ recruitment and selection process, we utilize Artificial Intelligence (AI) for candidate screening.
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