IT Specialist

Purpose

Reporting to the IT Manager the IT Specialist provides front-line technical support and IT services to end users on-site at our Kitchener location and remotely throughout Canada. This role delivers in-person phone and remote support for hardware software and network-related issues while ensuring a positive and consistent user experience.

The IT Specialist supports day-to-day IT operations assists with onboarding and offboarding activities and contributes to the effective management of IT requests and assets. This role works closely with other IT team members and vendors to ensure issues are resolved efficiently and in alignment with company standards policies and service expectations.

Responsibilities

• Serves as a primary point of contact for end users regarding IT-related issues and requests.
• Provides Level 1 support and assists with Level 2 issues across hardware software and network environments.
• Ensures IT support tickets are accurately logged prioritized and resolved in a timely manner.
• Delivers IT support through multiple channels including the ticketing system phone remote sessions and onsite walk-ups ensuring accessible assistance for all users.
• Escalates more complex issues to senior IT staff internal teams or vendors as required while maintaining ownership and follow-up.
• Supports onboarding and offboarding activities including account setup equipment imaging and user provisioning.
• Configures installs and maintains end-user devices including laptops desktops peripherals and mobile devices.
• Assists with the maintenance of IT assets and inventory ensuring accurate tracking and documentation.
• Provides support for business apps Microsoft 365 remote access tools and internal software.
• Ensures adherence to company IT policies procedures and security standards.
• Contributes to a positive user experience by delivering professional courteous and timely support.

Qualifications

• Post-secondary education in Information Technology Computer Science or a related field preferred or equivalent combination of education and experience.
• Professional certifications a plus (CompTIA HDI ITIL Microsoft)
• 13 years of experience in an IT support service desk or help desk role.
• Strong working knowledge of Microsoft Windows and Microsoft 365 (Outlook Teams Office applications).
• Foundational understanding of Active Directory or Azure/Entra ID concepts.
• Experience troubleshooting laptops desktops printers and peripherals.
• Familiarity with ticketing systems (ServiceNow) and IT service processes.
• Demonstrated proficiency in administering the following technologies: SCCM Microsoft Exchange Active Directory Bitlocker Microsoft Azure DHCP LAN and WAN.
• Exposure to remote support tools (TeamViewer) and mobile device support (iOS/iPadOS) considered an asset.
• Strong customer service orientation with the ability to communicate technical information clearly and professionally.
• Good organizational and time management skills with the ability to manage multiple tasks and priorities.
• Willingness to learn and develop technical skills in a fast-paced environment.
• Ability to lift up to 25 lb boxes and travel occasionally to support clinic locations.
• A valid drivers license and/or a dependable method of transportation are required to report to the office location.

Why should you work with us

Competitive salary and bonus
Flexible work arrangements
Comprehensive health and dental benefits
Fitness/Exercise spending account
Group RRSP and company match
Paid vacation and paid personal days
Dynamic work atmosphere
Career development programs and opportunities
Social events and thriving culture

This job posting is for an actual vacancy.