Desktop Support Technician

About the role

The Desktop Support Technician provides frontline technical assistance, troubleshooting a wide range of software, hardware and network issues for end‑users. The role involves remote support via phone, chat and email, as well as on‑site assistance when required.

Key responsibilities

• Diagnose and resolve desktop, laptop, printer, scanner and mobile device problems.
• Provide remote support through phone, chat and email.
• Create, manage and close service requests using a ticketing system such as ServiceNow.
• Maintain accurate equipment inventory records.
• Configure, image and deploy workstations and laptops.
• Install, update and support applications including Microsoft Office Suite, Windows 10/11, Pulse Secure (Ivanti), Adobe Acrobat and iManage Filesite.
• Perform additional duties as operational needs dictate.

Required profile

• Permanent holder of the Computer Associate (Software) or Computer Service Technician civil service title.
• Baccalaureate degree with at least 24 semester credits in computer science or related field, plus one year of full‑time computer software experience; or high school diploma with five years of relevant experience; or equivalent education/experience combinations.
• Strong customer‑service orientation and excellent written and verbal communication skills.
• Ability to assist users of varying technical expertise in a clear, patient manner.
• Capability to work independently and collaboratively while managing multiple tasks.

Required skills

• Windows 10 and Windows 11 operating systems.
• Microsoft Office Suite.
• Adobe Acrobat.
• Pulse Secure (Ivanti).
• iManage Filesite.
• ServiceNow ticketing system.
• Desktop hardware (desktops, laptops, printers, scanners, mobile devices) configuration and imaging.

What we offer

• Opportunity to work in a dynamic IT support environment.
• Professional development and training on new technologies.