IT Help Desk Support

Platina IT Waterloo is a growing technology solutions provider based in the heart of Ontario's innovation corridor. We specialize in delivering comprehensive IT services, infrastructure management, and technical support to clients across a wide range of industries. As our operations continue to expand, we are seeking a dedicated and technically skilled IT Helpdesk Support professional to join our team in Waterloo, ON.

About the Role

As an IT Helpdesk Support specialist at Platina IT Waterloo, you will be the first point of contact for our clients and internal users, providing technical assistance and troubleshooting for hardware, software, and network-related issues. You'll work collaboratively with a talented IT team that values communication, innovation, and service excellence.

This is an excellent opportunity for a detail-oriented, customer-focused professional who is passionate about technology and eager to develop their career in a fast-paced, collaborative environment.

Key Responsibilities

• Serve as the initial contact for IT-related inquiries and incidents via phone, email, or ticketing system.
• Diagnose and resolve technical problems related to desktops, laptops, mobile devices, and peripherals.
• Assist in the setup and maintenance of user accounts, permissions, and access controls within Active Directory and Microsoft 365.
• Provide remote and on-site support for hardware, software, and network issues.
• Escalate complex issues to higher-level technical staff as needed, ensuring timely resolution.
• Maintain detailed records of all support requests and solutions in the helpdesk management system.
• Support deployment of new systems, software updates, and hardware installations.
• Collaborate with the IT team to improve system performance, documentation, and end-user experience.
• Educate users on best practices for cybersecurity, data protection, and IT efficiency.

Qualifications

• Diploma or degree in Information Technology, Computer Science, or a related field.
• 1–3 years of experience in IT support, helpdesk, or desktop support roles.
• Solid understanding of Windows OS, Microsoft 365, and network fundamentals.
• Experience with Active Directory, Exchange, and remote access tools (e.g., TeamViewer, AnyDesk, or RDP).
• Excellent troubleshooting, analytical, and communication skills.
• Strong organizational abilities and attention to detail.
• Customer service mindset with the ability to explain technical concepts in simple terms.
• Experience with ticketing systems (such as Zendesk, Freshservice, or Jira) is an asset.

Why Join Platina IT Waterloo

At Platina IT Waterloo, we believe technology is powered by people — and we invest in both. Our team-driven culture emphasizes collaboration, innovation, and continuous learning. You'll have the opportunity to work with diverse technologies, expand your skills, and contribute to meaningful IT projects that make a real difference for our clients.

We offer:

• Competitive salary and performance-based incentives
• Comprehensive benefits package
• Opportunities for professional growth and certification support
• A supportive and inclusive work environment
• Flexible working arrangements (on-site with hybrid options)

About Platina IT Waterloo

Platina IT Waterloo is a full-service technology provider specializing in IT consulting, managed services, cloud solutions, and technical support. With a reputation for reliability and forward-thinking solutions, we help businesses streamline their operations, enhance security, and embrace innovation. Our team is driven by curiosity, integrity, and a passion for helping clients succeed in an ever-evolving digital world.

How to Apply

If you're a proactive IT professional who thrives in a fast-paced, client-oriented environment, we'd love to hear from you.

Please submit your resume and a brief cover letter outlining your relevant experience and interest in the IT Helpdesk Support role at Platina IT Waterloo.

Job Types: Full-time, Permanent

Pay: $32.20 per hour

Benefits:

• Dental care
• Paid time off
• Work from home

Work Location: In person