Level 1 Support Desk

About Us:
Propel (TSX: PRL) is the fintech company building a new world of financial opportunity by facilitating access to credit for consumers underserved by traditional financial institutions. Through its AI-driven platform, Propel evaluates customers in a more comprehensive way than traditional credit scores can. Our revolutionary fintech platform has already helped consumers access over one million loans and lines of credit and over one billion dollars in credit.

To build a new world of opportunity we bring together the brightest talent to help us build opportunities. We are entrepreneurs and believe in measuring success through results and growing within; talent and hard work never goes unnoticed. At Propel, we are here to change the way employees, customers and shareholders succeed together.

We are a team of passionate entrepreneurs, who foster curiosity and growth in our employees. Our culture is why we've been so successful and why our employees choose Propel to build their careers. It's also why we're one of North America's fastest growing companies and a Best Place to Work.

Join us as we change the way employees, customers and shareholders succeed together.

About You:
As a fast-growing fintech, we stay true to our startup roots. You picture yourself within a vibrant and entrepreneurial organization where your ideas will be heard, and you have an opportunity to showcase your talent. You are motivated by goals, a self-starter and like to wear multiple hats.

You are a talented professional looking for a career, not a job. Reporting to the Manager, IT Support Services, you will provide front line support to the Propel team. You will manage a service desk providing full-scope IT support for the setup, maintenance, troubleshooting and provisioning of IT software and hardware.

Responsibilities

• Provide first-line technical support for all end users across Windows 10 & 11 and macOS devices — including troubleshooting hardware, software, network, and peripheral issues both remotely and onsite
• Manage and resolve tickets through Jira Service Management within defined SLAs; document all steps clearly and ensure timely follow-ups
• Support Intune and JamF Pro enrollment for endpoint compliance, including device configuration, application deployment, and security posture verification
• Assist with onboarding and offboarding activities (account provisioning, access setup, asset assignment, and retrieval)
• Maintain, troubleshoot, and repair laptops, desktops, monitors, and peripherals as needed.
• Escalate unresolved incidents to L2/3 or system administrators, ensuring proper documentation and root cause notes
• Provide frontline support for Microsoft 365 applications, Azure AD/Entra ID authentication, and general connectivity issues (VPN, Wi-Fi, printer, etc.)
• Support corporate tools including Teams, SharePoint, and business applications under IT supervision
• Monitor IT asset compliance and participate in audits using KACE, Intune, and other inventory tools
• Contribute to process improvements and maintain knowledge base articles for common technical issues
• Maintain professionalism and a customer-focused attitude in all interactions, ensuring minimal disruption to business operations

Requirements

• College diploma or certificate in Information Technology, Computer Systems, or related field
• CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator Associate, or MD-102 certification is an asset
• Ongoing professional development in Microsoft, Intune, or Azure administration is an asset
• 3+ years of experience in an IT support or helpdesk role (enterprise environment preferred)
• Strong troubleshooting experience with Windows 10/11, macOS, and basic network connectivity (TCP/IP, DNS, DHCP, VPN)
• Hands-on experience with Microsoft 365, Azure Entra ID (AD), and Exchange Online user account management
• Familiar with Intune device enrollment, compliance policies, and endpoint management principles.
• Experience using IT ticketing systems (Jira, ServiceNow, or similar)
• Working knowledge of hardware diagnostics, imaging, and laptop setup (Dell, Lenovo, HP)
• Excellent communication and documentation skills, with a strong customer-service mindset
• Ability to manage multiple tasks under pressure and prioritize effectively in a fast-paced environment
• Team-oriented with a willingness to learn and develop

Nice to Have

• Experience with asset management and endpoint management systems (Intune, KACE, JamF Pro, etc.)
• Familiarity with ITSM or SLA-driven environments
• Exposure to Active Directory Group Policies, PowerShell basics, or remote support tools (ScreenConnect, RDP, etc.)
• Understanding of Zero Trust concepts, MFA troubleshooting, and security awareness principles.
• Basic familiarity with network troubleshooting tools (ping, traceroute, nslookup)
• Previous experience in financial or regulated industries is an asset

Should you require accommodation throughout any stage of the recruitment and selection process, please specify your requirements when submitting your application and we will work with you to accommodate your needs.
We welcome and encourage applications from individuals from all groups, including aboriginal, women, visible minorities, and persons with disabilities, regardless of race, ethnicity, family status, national origin, age, people from gender and sexually diverse communities, and/or people with intersectional identities.
We thank all applications for showing an interest in this position. Only those selected for an interview will be contacted. No agencies or phone calls.