Service Desk Technician

Position Overview

We are looking for a Service Desk Technician L1 to join our IT team and provide Tier 1 technical support to internal users. In this role, you will serve as a primary point of contact for employees requiring technical assistance and will support a variety of hardware, software, and Microsoft 365-related issues in a fast-paced and collaborative environment.

This position is an excellent opportunity for someone who enjoys problem-solving, customer support, and continuous learning while building hands-on experience within a growing IT team.

Responsibilities

• Provide Tier 1 technical support to internal customers for hardware, software, and system-related issues
• Perform hardware and software configuration, support, and troubleshooting
• Provide support for Adobe, Autodesk, Chrome, and Microsoft Office 365 Suite including Outlook, Teams, and OneDrive
• Adhere to cybersecurity best practices in daily support activities
• Maintain a basic understanding of networking and cabling
• Support workstation lifecycle management including coordination with OEM support vendors
• Identify, research, and resolve technical issues of moderate complexity
• Take ownership of service requests and ensure satisfactory resolution
• Escalate issues internally and externally when required
• Coordinate with team members and departments to resolve technical problems
• Respond to telephone, email, and in-person support requests
• Document, track, and monitor open support cases
• Provide accurate and effective solutions to customer issues
• Maintain detailed documentation within an ITIL-based ticketing system
• Maintain hardware and software asset inventory information
• Identify opportunities for process improvements and workflow efficiencies
• Remain current with industry trends through formal and informal learning
• Ability to lift up to 40 lbs
• Ability to travel and work evenings or weekends as required
• Participate in after-hours on-call support rotation

Qualifications

• Post-secondary diploma in Information Technology or equivalent experience
• Minimum of two years of experience as an IT Technician or equivalent experience
• Experience working with an ITIL-based ticketing system
• Experience in a Windows Active Directory environment
• Experience with Microsoft Office Suite
• Experience with Microsoft Windows 10
• Experience with Microsoft Server Administration (2016 to 2019) is considered an asset
• Experience with Microsoft Office 365 is considered an asset
• Experience with VOIP phone systems is considered an asset
• Experience supporting smartphones including iPhone and Android devices is considered an asset
• Experience with Intel-based servers including HP ProLiant and Dell PowerEdge is considered an asset

Additional Requirements

• Ability to identify straightforward technical issues and apply standard procedures and processes to resolve them
• Ability to recognize when escalation is required and collaborate with senior team members
• Ability to work effectively in a fast-paced environment with competing priorities

Compensation

$50,000 - $55,000

Position Type
We have 1 full-time permanent position available.

Job Title: Service Desk Technician
Requisition Number: 2376
Date: May 08, 2026
Location 1: Ottawa, ON
Remote: Hybrid
Business Unit: Shared Services
Department: Information Systems & IT
Job Type: Full-time
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