I.T. Support Technician

We are looking for a hands-on I.T. Support Technician to provide onsite IT support for a location of approximately 120 users. This role will focus on supporting end-user technology, including laptops, desktops, mobile devices, printers, collaboration tools, business applications, and day-to-day technical issues. The successful candidate will be customer-focused, organized, and able to resolve issues efficiently while collaborating with the broader IT team when escalation is required.

Specific Responsibilities

• Provide onsite deskside support for approximately 120 users, ensuring a high level of customer service and timely resolution of technical issues.
• Support end-user technology, including laptops, desktops, monitors, docking stations, mobile devices, printers, meeting room equipment, and collaboration tools.
• Troubleshoot hardware, software, network connectivity, Microsoft 365, VPN, printing, and business application issues.
• Install, configure, deploy, and replace IT equipment in accordance with company standards and asset lifecycle processes.
• Manage incidents and service requests through the ticketing system, ensuring accurate documentation, prioritization, follow-up, and closure.
• Escalate complex issues to the appropriate IT teams or external partners while maintaining ownership of the user experience.
• Assist with onboarding and offboarding activities, including workstation setup, account access coordination, equipment preparation, and user orientation.
• Maintain local IT inventory, track assigned assets, and coordinate equipment repairs, replacements, and returns as required.
• Create and maintain clear documentation, knowledge base articles, and standard operating procedures to support consistent IT operations.
• Adhere to established IT policies, procedures, cybersecurity requirements, and service standards.

Position Requirements

• Technical diploma in Computer Systems, Information Technology, or equivalent experience preferred.
• Minimum of 4 to 6 years of experience in a deskside, service desk, field support, or IT support role.
• Strong troubleshooting skills for Windows workstations, Microsoft 365, mobile devices, printers, peripheral equipment, and common business applications.
• Experience supporting end users in an onsite environment with a strong focus on customer service and professionalism.
• Ability to prioritize incidents and service requests based on urgency, impact, and business needs.
• Responsible, autonomous, accountable, and able to work independently while collaborating with remote IT teams as needed.
• Strong interpersonal, communication, time-management, and organizational skills.
• Ability to work under pressure, manage multiple priorities, and remain effective during urgent support situations.
• Experience with ServiceNow or a similar incident/request management tool preferred.
• A+ certification, ITIL Foundation certification, or other relevant IT certifications considered an asset.
• Effective written and verbal communication skills in English and French.
• Availability to participate in after-hours or on-call support rotation, if required.
• Ability to travel as needed.
• Must have a valid driver’s license and access to a vehicle.
• Other duties as assigned.

Security Clearance Requirements/ CGP / ITAR:

Position requires Level II Clearance with the Canadian Government and the ability to gain access to the Canadian Controlled Goods Program.

By joining Top Aces, you will find:

• A work environment in which service, integrity, excellence and teamwork are highly valued;
• Opportunities for development and growth;
• Multidisciplinary and multicultural collaboration at a local and global level;
• A flexible schedule;
• Attractive benefit plan.