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Desktop Support Specialist
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Title: Deskside Support Technician Location: Toronto, ON (Onsite) Position Type: Contract Job Description: Strong troubleshooting expertise in Windows (10/11) and Mac OS environments. Solid understanding of hardware maintenance and troubleshooting, including laptops, desktops, monitors, and peripherals. Experience supporting VPN, remote access, and connectivity-related issues. Hands-on experience with data center environments, including server racking, cabling, and physical troubleshooting. Familiarity with ITSM systems such as ServiceNow, including incident and request management. Excellent interpersonal and communication skills, with the ability to explain technical issues clearly and concisely. Professionalism and discretion in supporting VIP users and handling sensitive issues. Ability to work independently and manage time effectively in a fast-paced environment. Valid driver’s license and willingness to travel between sites as required. Certifications such as CompTIA A+, ITIL Foundation, ACSP (Apple Certified Support Professional), or Microsoft certifications (MCSA/MCTS) are a plus. Key Responsibilities: Deskside Support & Troubleshooting Provide high-quality, in-person IT support for desktops, laptops, monitors, peripherals, and mobile devices (Windows and Mac OS environments). Troubleshoot hardware and software issues, including operating system problems, network connectivity, and application performance. Assist users with software installations, configurations, and upgrades. Perform break-fix support and proactive maintenance to minimize downtime and disruptions. VIP & Executive-Level Support Deliver exceptional support to VIPs, C-level executives, and other high-profile users with a focus on white-glove service and discretion. Understand the criticality of executive support and ensure swift, efficient resolution of any issues. Anticipate VIP needs and provide proactive solutions to enhance their technology experience. Data Center Hands and Feet Support Perform physical tasks in the data center, including racking, cabling, hardware swaps, and equipment relocations. Assist remote engineering teams by acting as their “hands and feet” for diagnostics, maintenance, and troubleshooting. Maintain accurate records of data center assets and ensure proper cable management and labeling. Ticket Management & Documentation Log and manage all incidents and requests in ServiceNow, ensuring timely resolution and proper categorization. Document troubleshooting steps and solutions, creating reusable knowledge articles and improving team effectiveness. Communicate status updates and next steps to end users and stakeholders. Collaboration & User Engagement Build strong relationships with end users, understanding their unique needs and ensuring a customer-centric experience. Collaborate with other IT teams (e.g., network, security, infrastructure) to resolve complex or escalated issues. Support onboarding and offboarding activities, including hardware provisioning and system setups. Travel, Compliance, & Continuous Improvement Travel to satellite offices and data centers as needed, requiring a valid driver’s license and reliable transportation. Adhere to company policies, security guidelines, and ITIL standards to ensure compliance and data protection. Contribute ideas and feedback to improve IT processes and drive continuous improvement. Key Qualifications & Experience: 2–4 years of experience in deskside support or field IT roles, supporting diverse user bases. Strong troubleshooting expertise in Windows (10/11) and Mac OS environments. Solid understanding of hardware maintenance and troubleshooting, including laptops, desktops, monitors, and peripherals. Experience supporting VPN, remote access, and connectivity-related issues. Hands-on experience with data center environments, including server racking, cabling, and physical troubleshooting. Familiarity with ITSM systems such as ServiceNow, including incident and request management. Excellent interpersonal and communication skills, with the ability to explain technical issues clearly and concisely. Professionalism and discretion in supporting VIP users and handling sensitive issues. Ability to work independently and manage time effectively in a fast-paced environment. Valid driver’s license and willingness to travel between sites as required. Certifications such as CompTIA A+, ITIL Foundation, ACSP (Apple Certified Support Professional), or Microsoft certifications (MCSA/MCTS) are a plus.
