Information Technology Support Specialist

About the role

The Information Technology Support Specialist provides end‑to‑end onsite deskside support for the Toronto office and acts as an escalation point for the service desk across locations. Reporting to the End User Services Manager, the role collaborates with IT Infrastructure, Lab IT and managed service desk partners to keep business and laboratory computing environments running smoothly.

Key responsibilities

• Deliver onsite desktop and service‑desk support for office and lab users on Windows 11, Microsoft 365 and specialised applications.
• Handle end‑user onboarding, device lifecycle management, imaging, encryption, upgrades and CMDB inventory tracking.
• Support Lab IT and Infrastructure operations, troubleshooting hardware, software and local network issues.
• Manage service‑desk queues, ticket escalations, SLA performance and incident communications.
• Maintain knowledge‑base documentation and partner with IT Risk, Compliance and QA on change control and audits.
• Assist with office and lab moves, expansions and local IT initiatives, including conference‑room A/V setup.

Required profile

• 3+ years of hands‑on desktop support experience in biotechnology, pharmaceutical or healthcare environments.
• Relevant certification or degree; CompTIA A+, MCP or MCSA preferred.
• Familiarity with ITIL foundations and change‑control processes.

Required skills

• Windows 11, Microsoft 365, Azure Active Directory
• Office 365, SharePoint, Intune Autopilot, PowerShell
• ServiceNow or FreshService (ITSM/RMM)
• CyberArk SSO, endpoint protection, backup/recovery, patch management (Intune, Ninja)
• ITIL fundamentals, CompTIA A+, MCP, MCSA