IT Support Specialist
At Smith and Long, our reputation is built on power and precision - not just in the field, but in how we maintain the digital backbone that keeps our operations running smoothly. We are looking for an IT Support Specialist who is a dual-threat: a technical troubleshooter who can rapidly resolve complex hardware and software issues, and a patient, user-focused communicator who serves as the friendly face of our IT support.
This isn’t just a "ticket-closing" job. This is a high-impact role where you are the first line of defense for our technical infrastructure and the architect of smooth day-to-day user experiences across our entire team. You are the one who ensures our 500+ person team stays securely connected, our critical engineering software runs without a hitch, and new hires are set up for success on day one.
If you crave variety, take pride in mastering complex technology ecosystems, and love helping people succeed, you’ve found your home.
What We’re Looking For:
· Logistical Dominance: You don't just clear a ticket queue. You triage, prioritize, log, and resolve incidents with strategic discipline, managing desk setups, hardware deployments, and office moves flawlessly.
· The Digital Eye: You have a systems-first brain. You look at an application error or a connectivity issue and can immediately map out a troubleshooting path, whether supporting local staff or diagnosing a problem for field-based users via remote tools.
· Extreme Ownership: From tracking accurate digital asset assignments to verifying user identities before executing privileged actions, you treat every security check and technical request as a direct reflection of your professional standards.
· The Un-Corporate Corporate: We provide the resources and the stability of a giant, but we want the scrappy, "get-it-done" energy of a startup. No bureaucracy, just execution.
Your Primary Objectives:
As the steward of our digital workplace and user connectivity, your success will be measured by:
· The "Zero-Hitch" Tech Deployment: Executing flawless physical desk setups, imaging laptops with standard agents, and configuring network printers. When a new employee starts, their equipment and user accounts are exactly where they need to be.
· Application Stability & Growth: Ensuring the smooth operation of the entire Smith and Long software ecosystem, including Microsoft 365, Bluebeam Revu, AutoCAD, and specialized engineering tools. You will empower our team through continuous knowledge transfer and guidance.
· Operational Glue: Managing the nitty-gritty details of daily access—password resets, group memberships, softphone extensions, and MFA configurations. You keep our field and office teams securely connected.
· Infrastructure Mastery: Partnering with our IT Operations team to maintain complete clarity across our hardware fleet, endpoint managers, and remote management tools without missing a beat.
Who You Are:
· The Tactical Producer: You can walk up to a chaotic hardware setup or a broken print queue and bring total resolution with complete composure. You easily balance in-person support with occasional site visits to support remote field equipment.
· Support Analyst: You don't just "patch problems". You understand brand consistency, strict security protocols, and how to use data from ticketing and RMM platforms to track system health and spot trends.
· Resolution Grit: You are comfortable working under the supervision of leadership to tightly manage network permissions and challenge recurring system errors. You treat the company’s digital security and technological assets like your own.
· Meticulous Record-Keeper: You thrive on organized documentation. Whether it’s an active asset register, a checklist for onboarding, or a software licensing key, you have it filed and ready.
· The Swiss Army Knife: You’re comfortable jumping between phone systems, handling basic PowerShell scripts, or assisting team members with routine software questions across multiple departments.
What’s In It For You?
· High Visibility: You report to the Manager of Information Technology. Your work directly impacts the daily efficiency of every single employee and project at Smith and Long.
· Creative Freedom: We want your ideas. You have the license to suggest new training topics, automation scripts, and workflow improvements that move the needle.
· Full Security: Comprehensive health, dental, vision, and a robust RRSP matching program to build your future.
Performance Scorecard: IT Support Specialist
· Role Mission: To flawlessly execute first-line technical support for all end users while driving operational uptime and digital productivity through a proactive, ticket-rich IT strategy.
· Core Competencies (The DNA):
o Strategic IT Execution: Coordinating all end-user logistics (hardware deployment, account provisioning, workstation layout) so that team members can simply show up and work.
o System & Application Mastery: Maintaining a functional knowledge base and software library across Microsoft 365, drafting applications, and identity platforms.
o Organizational Discipline: Managing complex ticket queues, hardware asset tags, and access permissions with zero errors.
o Proactive Tech Support: Anticipating user requirements during office moves or network upgrades by building clear documentation and training before being asked.
Qualifications & Requirements:
· Experience: 2+ years of hands-on experience in a help desk, service desk, or end-user support role.
· Technical Skills: Solid knowledge of Windows 10/11 administration, Microsoft 365 applications, Active Directory, and basic networking (IP, DNS, VPN).
· Hardware Expertise: Direct experience troubleshooting laptops, desktops, docks, monitors, and local/network printers.
· Assets: Familiarity with Bluebeam Revu, AutoCAD, RMM platforms, EDR tools, or CompTIA A+/Network+ certifications is a strong advantage.
· Working Conditions: Based primarily on-site at our Etobicoke office (441 Carlingview Dr) to facilitate walk-up requests and physical hardware handling, with occasional travel between company sites.
Salary: $55,000.00 – $75,000.00 Annually based on experience.
Our Human Touch: At Smith and Long, we believe great talent deserves a real look. We don’t use AI bots to screen your resume—our actual team reviews every application to find the best human for the job.
Note: This is a full-time, vacant role available for an immediate start. We thank you for taking the time to apply; however, only selected candidates will be contacted for an interview. NO PHONE CALLS PLEASE.
Smith and Long is an equal opportunity employer committed to meeting the accessibility requirements under the AODA. Accommodations are available on request.
Pay: $55,000.00-$75,000.00 per year
Benefits:
- Dental care
- Extended health care
- On-site parking
- Paid time off
- RRSP match
Work Location: In person
