Technology Service Desk Administrator

CPA Ontario; Canada; Hybrid; CAD 53,000 - 66,000; Full time

Benefits offered by this job

Hybrid work arrangement

One-time home office bonus

Benefits package

Job summary

CPA Ontario is seeking a Technology Service Desk Administrator to be the first point of contact for IT support. You will deliver Tier 1 and 2 assistance, manage user accounts, and support Microsoft 365 across a hybrid work environment.

You will collaborate with colleagues, resolve technical issues efficiently, and help improve services and security while growing your skills through ongoing training and projects.

Qualifications

• A post-secondary diploma or degree in IT, CS, IS, or equivalent.
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Responsibilities

• Provide Tier 1 and Tier 2 support for hardware, software, Microsoft 365 and workplace technology.
• Diagnose, troubleshoot, and resolve issues related to devices, OS, network, email and collaboration tools.
• Administer user accounts, access permissions, Microsoft 365 licensing, and identity management across AD and Entra ID.
• Support onboarding, offboarding and organizational changes by provisioning accounts and resources.
• Configure, deploy and maintain laptops, desktops and mobile devices while ensuring security and patching compliance.
• Manage endpoint administration and asset lifecycle via Microsoft Intune and inventory.
• Track, prioritize and resolve incidents and service requests through ServiceNow and meet SLAs.
• Create and maintain technical documentation and user guides for knowledge sharing.
• Contribute to technology projects, upgrades, migrations and new deployments.
• Identify opportunities to improve service quality and automate processes.

Skills

Tier 1/2 support

Customer service

Communication

Time management

Team collaboration

Problem solving

Attention to detail

Education

IT degree/diploma

Tools

Microsoft 365

Active Directory

Microsoft Entra ID

Intune

PowerShell

Azure

ServiceNow

Job description

Make an impact through exceptional IT support and innovative solutions

CPA Ontario is not like other organizations
We operate at a rare intersection, both regulator and membership body, responsible for upholding the integrity of the CPA designation while supporting more than 105,000 members and 19,000 students across the province. Our work sits between business and the public interest, between the evolving demands of industry and the standards that make trust possible.
Careers built here tend to look different because the work itself is different. You are not simply contributing to an organization. You are helping shape a profession that touches nearly every sector of the economy at a moment when expectations, technology, and the nature of work are all being rewritten.

About This Opportunity:

At CPA Ontario, our Service Desk team plays a critical role in enabling employees to work effectively, securely, and productively. As aTechnology Service Desk Administrator, you'll be the first point of contact for technology support, delivering exceptional service while helping employees navigate a wide range of technical challenges.
In this hands-on role, you'll provide Tier 1 and Tier 2 support, administer user accounts and devices, support Microsoft 365 technologies, and contribute to technology projects and service improvements. You'll work closely with colleagues across the organization to resolve issues, enhance the employee technology experience, and ensure reliable, secure, and efficient IT service delivery.
This is an excellent opportunity for a customer-focused IT professional who enjoys problem-solving, building relationships, and continuously learning in a collaborative and evolving technology environment.

What You’ll Be Doing:

• Provide Tier 1 and Tier 2 technical support for hardware, software, Microsoft 365, workplace technology, and business applications, delivering an exceptional end-user experience.
• Diagnose, troubleshoot, and resolve technical issues related to devices, operating systems, network connectivity, email, and collaboration tools, escalating complex issues when required.
• Administer user accounts, access permissions, Microsoft 365 licensing, and identity management processes across Active Directory and Microsoft Entra ID environments.
• Support employee onboarding, offboarding, and organizational changes by provisioning accounts, access, and technology resources.
• Configure, deploy, maintain, and support laptops, desktops, mobile devices, and other endpoint technologies while ensuring compliance with security and patching standards.
• Manage endpoint administration and asset lifecycle activities, including Microsoft Intune, inventory management, technology refreshes, and equipment provisioning.
• Track, prioritize, and resolve incidents and service requests through ServiceNow while meeting service-level commitments.
• Create and maintain technical documentation, knowledge base articles, and user guides to support efficient service delivery and knowledge sharing.
• Contribute to technology projects, system upgrades, migrations, and new technology deployments.
• Identify and implement opportunities to improve service quality, automate processes, and enhance the employee technology experience.

To Be Successful You Need:

• A post-secondary diploma or degree in Information Technology, Computer Science, Information Systems, or a related field, or an equivalent combination of education and experience.
• 2 to 4 years of experience in a Service Desk, Desktop Support, or End User Support environment.
• Hands-on experience providing Tier 1 and Tier 2 technical support for hardware, software, mobile devices, printers, collaboration technologies, and workplace technology.
• Strong experience supporting Microsoft technologies, including Windows, Microsoft 365, Outlook, Teams, Exchange Online, Active Directory, Microsoft Entra ID, and Intune.
• Experience managing user accounts, access permissions, onboarding, offboarding, and other identity and access management activities.
• Experience configuring, deploying, and supporting end-user devices, including laptops, mobile devices, peripherals, and endpoint technologies.
• Strong customer service orientation with the ability to deliver professional, responsive, and user-focused support.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
• Demonstrated problem-solving, organizational, and time-management skills, with the ability to manage competing priorities in a fast-paced environment.
• Strong attention to detail and the ability to work collaboratively with colleagues, vendors, and business stakeholders.
• Exposure to ITIL, Microsoft Azure, Intune administration, PowerShell scripting, cybersecurity, identity and access management, workplace technology deployments, audio-visual and meeting room support, executive support, and the development of technical documentation and training resources would be considered an asset.

Why Join CPA Ontario?

• We support your well-being through industry-leading benefits, mental health resources, savings programs, and a sustainable approach to how work gets done.
• We are committed to inclusion as a core part of how we operate, not as an afterthought.
• We have a hybrid working environment, with three days a week on-site, complemented by 2 days of work-from-home time. We are intentional about that: the work we do benefit from being together. We want those days you work from home to be comfortable and offer a one-time bonus towards a home office when you start.
• We invest in your growth through learning and professional development opportunities, stretch projects, secondments, and genuine paths for career progression.
• We move quickly. The pace reflects the profession we serve; it can be demanding, but the work matters, and the team around you is invested in the same outcomes you have.

Salary range

The starting annual salary range for this position is between $53,000 - $66,300 per annum, based on your qualifications, experience, and internal parity. Exceptions may be considered with further review.

CPA Ontario is an inclusive employer. Accommodation is available under theOntario Human Rights Code. Ifyourequireadisability-relatedaccommodationto participate in the recruitment process, please email [e-mail] with “Accommodation Required” in the subject line to provide your contact information. A member of the Recruitment team will contact you within 48 hours.