Technical Support Specialist

1 week ago

Toronto, Ontario, Canada Northwest Healthcare Properties REIT Full time $60,000 - $80,000 per year

Position Description:

The Technical Support Specialist is a key member of our IT team, providing responsive, hands-on support to employees across the organization. Reporting to the Systems Administrator, this role is responsible for managing day-to-day helpdesk requests, assisting with employee onboarding and offboarding, and ensuring smooth operation of our hardware, software, and systems.

We're looking for someone who is friendly, proactive, and customer-focused, with a natural ability to build relationships and explain things clearly. While technical experience is helpful, we're especially interested in candidates who are eager to learn, thrive in a collaborative environment, and genuinely enjoy helping others solve problems.

This is an excellent opportunity to join a small, engaged, and supportive IT team within a dynamic global organization. You'll gain hands-on experience with a variety of technologies and develop foundational IT skills while delivering high-quality service to internal clients across departments and regions.

Key Responsibilities:

Help Desk & End-User Support

  • Monitor and manage incoming helpdesk requests: triage, prioritize, and assign as needed
  • Provide timely, friendly, and solutions-oriented first-line support to end users
  • Manage and maintain global inventory of IT assets, including PCs, iPhones, and peripherals, ensuring accurate tracking, timely replenishment, and coordination with regional offices.
  • Deploy and support hardware (PCs, iPhones, peripherals) for employees
  • Provide onsite desktop support to head office employees and remote support to field offices
  • Coordinate onboarding and offboarding of employees working closely with People & Culture and Sys Admin team.
  • Liaise with third-party desktop support vendors and IT partners in other regions

Communication & Documentation

  • Deliver exceptional customer service through patient, approachable, and professional interactions
  • Clearly explain technical procedures and solutions to non-technical users
  • Assist in the creation & maintenance of documentation for IT processes, user guides, and support manuals
  • Support training efforts and knowledge sharing within the IT team
  • Multilingual communication skills (especially German, French, or Portuguese) are an asset

Availability & Travel

  • This is a fully on-site role based at our Head Office (8:30 a.m. – 4:30 p.m., Monday to Friday)
  • Occasional after-hours support may be required

Required Qualifications, Skills and Experience:

  • Post-secondary education in Computer Science, Engineering, or a related technical field or relevant experience.
  • 2-5 years relevant work experience.
  • Strong troubleshooting and diagnostic skills
  • Excellent verbal and written communication
  • Resourceful, proactive, and self-directed learner
  • Committed to providing exceptional service to internal customers

Proficiency with:

  • Microsoft Office Suite
  • Microsoft Windows 11
  • Apple iOS

Familiarity with:

  • Windows Server
    (Active Directory, Group Policy, Print Management)
  • Networking concepts
    (TCP/IP, DNS, DHCP, LAN/WAN)
  • Mobile Device Management
    (MDM) (InTune, WorkspaceONE)
  • Meeting Platforms
    (Zoom, MS Teams)
  • Microsoft
    (Entra/Azure)

Preferred Qualifications (an asset, not required):

  • Prior experience supporting remote or hybrid teams across multiple locations is an asset

Experience with enterprise systems/tools such as would be an asset:

  • InvGate Helpdesk
  • Yardi, Argus
  • VTS
  • Duo
  • TeamViewer

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