Provide first-line support for staff by identifying, troubleshooting, and resolving hardware, software, and network issues.
Communicate with users to understand and document technical problems, both in person and electronically.
Research and implement solutions using technical resources and documentation.
Guide and train users on new technologies, systems, and best practices.
Support day-to-day business systems, user account management (including Office 365), and device provisioning (MacOS, Windows, phones).
Manage phone and mobile device setup, and maintain up-to-date inventory records.
Document common issues and solutions to contribute to a knowledge base.
Assist with IT security policy compliance and ongoing improvement of IT processes.
Collaborate with colleagues to improve internal systems and workflows.

Minimum 2 years of experience in IT support, help desk, or similar roles.
Strong troubleshooting skills for both hardware and software problems.
Experience with user account management (including Office 365 administration) and device setup.
Eligible to work in Canada.
Hands-on experience managing and supporting Jamf for Apple device administration.
Solid background with Unifi networking—setup, troubleshooting, and ongoing management.
Strong familiarity with Office 365 user administration and support.
Direct experience with Microsoft Entra for identity and access management.
Proven ability to administer AWS cloud environments.
Practical experience deploying and managing infrastructure using Terraform.

Help Desk Technician

Key skills