Technical Support Analyst II (Help Desk)
Location: Vaughan, Ontario
Work Arrangement: Hybrid (with regular travel to company offices and project sites throughout Ontario)
Type: Full-time, Permanent
We are currently seeking a Technical Support Analyst II (Help Desk) to join our team. This position is responsible for ensuring the consistent and optimized delivery of desktop and end-user technology support across assigned office and field locations. Acting as the primary point of contact for local IT support needs, the successful candidate will provide technical assistance, troubleshoot hardware and software issues, and support the deployment and maintenance of IT infrastructure and equipment.
While this position follows a hybrid work arrangement, the successful candidate is expected to be available to support office and field locations as business needs require, including travel to company facilities and project sites throughout Ontario. Occasional travel within Canada and the United States may also be required.
What You'll Be Doing
- Ensure all support calls are handled efficiently within prescribed SLAs to ensure maximum productivity
- Deliver an exceptional level of IT support to all levels of the organization
- Troubleshoot and resolve technical issues related to desktop hardware and software, audio systems, mobile devices, collaboration tools and network connectivity
- Provide regular and proper communication to customers throughout the resolution process
- Ensure all support calls are documented
- Coordinate with SMEs to identify and resolve any ongoing or widespread IT service issues
- When required, escalate incidents to Corporate IT and coordinate to ensure timely resolution
- Create and update technical documentation as needed
- Installations, upgrades and imaging of laptops and desktops
- Software installations, updates and deployments utilizing MECM
- Manage and support mobile devices
- Maintain asset management records
- Ensure that all new IT equipment is configured and deployed in a quality and timely manner
- Assist with the setup of IT infrastructure for new project/work sites or relocating local offices
- Assist with IT-related projects to improve service levels or introduce new services
- Comply with all departmental and corporate policies and procedures
- Perform other responsibilities as requested by leadership
What We're Looking For
- Post-secondary degree or diploma in Computer Technology preferred
- 4+ years supporting end-user technologies in a corporate environment (Windows 11, Microsoft Office, O365, Outlook, Exchange, Entra, Active Directory, DNS/DHCP, VPN, wireless networking)
- Strong working knowledge of desktop imaging and software packaging
- Excellent interpersonal, verbal and written communication skills
- Demonstrated ability to solve problems with a sense of ownership, enthusiasm and innovation
- Self-motivated, goal-oriented and customer-service oriented
- Excellent organizational skills; ability to prioritize and control workload
- Ability to learn new technologies and introduce them into the environment
- Ability to work well independently, under pressure
- Demonstrated poise, confidence and professionalism to interface with all levels of the organization
- Experience with ITIL and other quality assurance processes preferred
- Valid Ontario Driver's License is required
- Must be eligible to travel within Canada and to the United States
Working Environment
- Work is typically performed in an office setting
- Flexibility to work various schedules and stay late with minimal notice
- Must be able to read documents, use a computer, communicate verbally and in writing
- Work sites can include office, warehouse, and construction site environments
- Ability to occasionally lift 20 pounds
Pay Transparency Statement
In accordance with Ontario's Pay Transparency requirements, the expected compensation range for this role is $85,000 – $90,000 annually, with the potential to offer up to $95,000 for candidates with exceptional experience and qualifications. Compensation will be determined based on the successful candidate's skills, experience, qualifications, and overall fit for the position.
Why Join Us
- Opportunity to support a growing and geographically diverse workforce
- Exposure to a wide range of technologies and business operations
- Collaborative and customer-focused IT environment
- Opportunity to participate in technology improvements and infrastructure projects
- Regular interaction with both office and field operations teams
Posting Status
This job posting is for an existing vacancy and represents an actual employment opportunity.
Artificial Intelligence (AI) Disclosure
Artificial intelligence (AI) is not used in the screening, assessment, or selection of candidates for this position. All applications are reviewed by a member of the hiring team.
Equity & Accessibility
NPL Canada is committed to the principles of employment equity and diversity and does not discriminate against any employee or applicant for employment on the basis of race, religion, national origin, age, disability, gender, sexual orientation, gender identity, veteran status, or any other protected characteristic.
We welcome and encourage applications from people with disabilities. Accommodation is available upon request for candidates taking part in all aspects of the selection process.
How to Apply
Interested candidates are invited to submit their resume outlining how their knowledge, skills, and experience align with the requirements of this role.
Only candidates selected for further consideration will be contacted.
Pay: $85,000.00-$95,000.00 per year
Benefits:
- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Mileage reimbursement
- On-site parking
- Paid time off
- RRSP match
- Vision care
Application question(s):
- Are you eligible to travel within Canada and to the United States?
Education:
- Bachelor's Degree (preferred)
Experience:
- Help desk: 4 years (preferred)
Licence/Certification:
- Ontario Driver's License (required)
Work Location: Hybrid remote in Vaughan, ON L4L 8Z7
