ABOUT THE PROJECT:

Our client is looking for a hands-on IT support generalist to provide Level 2 deskside support within a mixed Windows PC and Apple Mac environment at their Concord, Ontario location. The role requires strong troubleshooting skills across hardware, software, peripherals and other end-user technologies.

ABOUT THE RESPONSIBILITIES:

You will:

• Diagnose and resolve desktop, laptop, operating system, application and peripheral issues.
• Install, configure, troubleshoot and replace Windows PCs, Apple Macs and related hardware.
• Image, configure and deploy desktops and laptops, including operating systems and standard applications.
• Support Microsoft 365/Office applications including Outlook, Word, Excel, PowerPoint and Teams.
• Troubleshoot monitors, docking stations, printers and other end-user peripherals.
• Support workstation moves, equipment replacements, hardware refreshes and new-user setups.
• Respond to service requests, document incidents and troubleshooting activities, and take ownership of issues through resolution or appropriate escalation.
• Work collaboratively with infrastructure, network, security and other internal IT teams to resolve issues, maintain service levels and minimize business disruption.
• Maintain hardware inventory and asset records.
• Provide occasional support for Apple iPhones/iOS devices and meeting-room technology.

REQUIREMENTS:

Must-have:

• 3–5+ years of hands-on Level 2 deskside, desktop or field IT support experience.
• Strong desktop and laptop hardware troubleshooting skills.
• Strong Windows PC/OS experience and working knowledge of Apple Mac/macOS.
• Experience with computer imaging, configuration and deployment.
• Good working knowledge of Microsoft 365/Office.
• Experience troubleshooting monitors, docking stations, printers and other peripherals.
• Experience working with an ITSM or ticketing system; experience with a specific platform is not required.
• Strong troubleshooting, customer-service and communication skills.
• Ability to independently manage multiple issues and take ownership through resolution.

Nice-to-have:

• Exposure to endpoint-management or deployment tools such as Intune, SCCM/MECM, Autopilot or Jamf.
• Familiarity with Active Directory or Microsoft Entra ID.
• Experience with hardware asset management and inventory.
• Experience supporting Apple iPhones/iOS devices.
• Experience supporting Teams, meeting-room or AV technology.
• Experience supporting users within a large corporate, industrial or distributed environment.
• Relevant technical certifications such as CompTIA A+, Microsoft 365/Endpoint Administrator or ITIL Foundation are considered an asset.