Help Desk Technician

About the role

We are looking for a Help Desk Technician to join our growing IT support team serving multiple sites in the Edmonton and Markham regions. The role involves hands‑on support for end users, troubleshooting hardware, software and network issues, and ensuring employees have the tools they need to work effectively.

Key responsibilities

• Provide first‑level and second‑level technical support to end users via phone, email and in‑person.
• Troubleshoot hardware, software, network and connectivity problems, including printers, peripherals and mobile devices.
• Support Windows 10 and 11 environments and Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint).
• Create and manage user accounts, permissions and groups in Active Directory.
• Assist with workstation imaging, deployment, maintenance and VPN/remote‑access tools.
• Document issues and resolutions in the ticketing system and prioritize support requests.
• Travel to local sites as needed to provide onsite assistance and support technology rollouts.

Required profile

• Previous experience in Help Desk, IT Support, Desktop Support or Technical Support.
• Strong customer service and communication abilities.
• Ability to diagnose and resolve hardware and software issues independently.
• Comfortable supporting users both remotely and onsite.
• Valid driver’s licence and reliable vehicle for travel between sites.

Required skills

• Windows 10/11 operating systems.
• Active Directory user and group administration.
• Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint).
• Networking fundamentals: DNS, DHCP, IP addressing, VPN troubleshooting.
• Hardware and software troubleshooting.
• Printer, peripheral and mobile device support.
• Workstation imaging and deployment.
• Basic PowerShell scripting.
• Experience with ticketing systems and IT service management processes.