IT Support Specialist
3 days ago
**IT Support Specialist**
Office: 3151 Lenworth Drive Mississauga
permanent position, working fully on-site in our office.
Hours: Monday to Friday - 8:00am - 5:00pm
**Main Purpose**:
Provide frontline IT support for end-users, handling troubleshooting, provisioning, and escalations.
**Key Responsibilities**:
- Respond to helpdesk tickets for 1st-line IT support (hardware, software, user accounts).
- Provision and deploy new users, laptops, mobile phones, and peripheral devices.
- Manage basic Microsoft 365 support (password resets, mailbox access, Teams issues).
- Perform onboarding & offboarding tasks, including:
- Creating/removing accounts in Active Directory and Microsoft 365
- Assigning proper security groups and licenses.
- Configuring building security access (badge access, door entry permissions, etc.) for new hires and revoking access for departures.
- Support field service technicians with connectivity or device issues.
- Document troubleshooting steps and maintain IT knowledge base.
- Escalate complex issues to Azure/Office 365 Admin or external vendors.
- Monitor endpoint compliance alerts (via Intune/Defender) and remediate where possible.
- Handle routine IT maintenance like printer setups, Wi-Fi configurations, and basic network checks.
**Requirements**:
- 3 years, or more, of experience in equivalent role
- Diploma in Computer Science or equivalent experience
- Ready for occasional travel, including overnight stays, in Southern Ontario and Eastern Ontario. Approximately 10% of the time.
- Strong working knowledge of English required. Bilingualism in a second language is a plus.
**KPIs / Success Metrics**:
- Ticket resolution time
- First-contact resolution rate
- User satisfaction score
- Reduced repeat incidents
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