IT Technician I – End User Support

About the role

The IT Technician I provides first‑line technical support to end users in the Toronto and Ottawa offices. The role combines in‑person assistance with remote troubleshooting, ensuring a high level of customer service and rapid issue resolution.

Key responsibilities

• Communicate processes and procedures to resolve end‑user issues in person, by phone, remote session, or chat.
• Deliver standardized IT orientation and training for new and existing staff.
• Log, track, and resolve incidents using the Perkins and Will service infrastructure.
• Maintain and troubleshoot PC and laptop hardware, including peripherals, warranty repairs, and inventory management.
• Process new and returned leased equipment and assist with procurement of office‑funded hardware.
• Deploy, image, and re‑image Microsoft Windows operating systems via SCCM.
• Maintain software inventory, assist with software procurement, and distribute applications.
• Troubleshoot Windows OS issues such as user profiles, driver problems, patching, and VPN connectivity.
• Perform basic network troubleshooting, including TCP/IP, DNS, and wireless connectivity.

Required profile

• 1‑2 years of IT support experience, preferably in an Architecture, Engineering or Construction environment.
• Strong verbal and non‑verbal communication skills with a customer‑service orientation.
• Ability to work collaboratively with GTS members, Core Enterprise group, and local office management.

Required skills

• Windows operating system administration and troubleshooting.
• Microsoft Office suite.
• Adobe Acrobat Pro and Adobe Creative Suite.
• Lync/Skype for Business.
• SCCM software distribution and OS imaging.
• Hardware maintenance and peripheral troubleshooting.
• VPN configuration and troubleshooting.
• TCP/IP, DNS, and wireless network troubleshooting.