At NOVA Networks, our Onsite Resources provide hands-on IT support across one or more designated client sites on behalf of NOVA Networks. This role combines end-user support, device management, and embedded site coordination. The Onsite Resource works closely with the service desk team, receiving ticket assignments and escalations while also acting as a point of contact for site-specific IT needs.
This is a high-visibility, client-facing role that demands strong technical competence, professional conduct, and the ability to work independently with minimal supervision. The ideal candidate is adaptable, solutions-oriented, and comfortable managing competing priorities in a dynamic, multi-site environment.
Duties and Responsibilities:
- Provide walk-up, desk-to-desk, and scheduled deskside IT support for end users at assigned client site(s).
- Diagnose and resolve hardware, software, network connectivity, and peripheral issues in person, escalating to the service desk when appropriate.
- Configure, troubleshoot, and support Windows desktops and laptops, Microsoft 365 applications, printers, mobile devices, and A/V equipment.
- Perform device-imaging, configuration, and deployment for new and replacement endpoints (laptops, desktops, tablets) in accordance with NOVA Networks build standards.
- Execute hardware break-fix activities on site, including component replacement, peripheral installation, and basic infrastructure cabling support.
- Maintain accurate asset records for all IT equipment at assigned sites, including receipt, tagging, tracking, and decommissioning of devices.
Qualifications:
- Diploma or degree in Information Technology, Computer Science, or a related field; or equivalent hands-on experience.
- Minimum 2–3 years of experience in a deskside support, field technician, or on-site IT support role.
- Proficiency with Windows 10/11, Microsoft 365, Active Directory user management, and common enterprise applications.
- Practical experience with device imaging, deployment tools (e.g., SCCM, Intune, MDT), and hardware break-fix.
- Valid driver’s license and access to a reliable vehicle (travel between sites may be required).
- Ability to lift and transport IT equipment (up to 25 kg).
- ITIL Foundation certification or demonstrated familiarity with ITIL-aligned incident and request processes.
- CompTIA A+, CompTIA Network+, or Microsoft 365 Certified, or Modern Desktop Administrator Associate.
- Experience with ITSM platforms such as ServiceNow or Jira Service Management.
- Familiarity with asset management systems and IT inventory tracking tools.
- Experience supporting multi-site or enterprise-scale client environments.
- Bilingualism (English/French) considered a strong asset.
Pay: $19.00-$23.00 per hour
Work Location: In person
