IT Support Specialist – Remote (Vancouver Metro)

About the role

We are seeking an IT Support Specialist to deliver high‑quality Tier 1 and Tier 2 assistance to a rapidly growing, distributed workforce. The role is fully remote and supports users across the Vancouver Metro area, ensuring reliable day‑to‑day IT services and contributing to operational excellence.

Key responsibilities

• Provide Tier 1/Tier 2 end‑user support for hardware, software, mobile devices, conferencing systems, VPN, and core business applications.
• Handle user account and access requests, including MFA resets, group and application access, following established policies.
• Support onboarding and off‑boarding activities, including device provisioning and access setup.
• Maintain accurate documentation in the ITSM platform (ticket notes, status updates, resolution details).
• Escalate incidents to resolver teams with clear context and impact.
• Manage device lifecycle tasks such as deployment, inventory updates, refreshes, and returns.
• Contribute to knowledge‑base articles and self‑service improvements.
• Identify recurring issues and propose automation or process enhancements.

Required profile

• 2‑4 years of experience in IT support, service desk, or end‑user computing.
• Strong troubleshooting skills in Windows and macOS environments.
• Customer‑service mindset with excellent written and verbal communication.
• Ability to prioritize multiple tickets while meeting SLA expectations.
• Understanding of ITIL fundamentals (incident, request, escalation, knowledge management).

Required skills

• Windows operating system
• macOS operating system
• Google Workspace
• Okta or Azure AD
• Intune
• JAMF
• VPN clients
• ServiceNow or Jira Service Management
• ITIL basics