Position Title: End User Support Specialist

Contract Position - Start ASAP until December 31, 2025 (with chance of extension or conversion to full-time permanent with client.)

Downtown Toronto, ON

Hybrid - 3 days per week onsite at client offices, downtown Toronto, ON.

Role Overview: The End User Support Specialist is tasked with providing Level 2 support to ensure smooth computer operations, enabling end users to effectively complete their business tasks. This role involves actively resolving escalated help requests within set SLAs. The specialist will manage Intune deployments, update and modify ServiceNow, and maintain OS imaging for organizational devices.

Key Responsibilities:

• Deliver Level 2 support during periods of high request volumes.
• Act as the escalation point for advanced help requests.
• Document and escalate incidents accurately to the appropriate technician or vendor when necessary.
• Utilize remote tools and diagnostic utilities for troubleshooting.
• Deploy and manage applications, policies, and updates via Microsoft Intune to ensure optimal device performance and security.
• Configure workflows, manage incidents, and automate service requests in ServiceNow for improved efficiency.
• Use Microsoft Deployment Toolkit (MDT) and Microsoft Autopilot to deploy and maintain OS images, ensuring streamlined device provisioning.
• Administer and optimize Microsoft M365 Admin Center, managing users, licenses, security policies, Exchange, SharePoint, Teams, and other M365 services.
• Provide courteous service desk support and resolve issues to the satisfaction of end users.
• Monitor and respond promptly to requests received through the IT Service Desk system.
• Record, track, and document all actions taken to resolve service desk tickets.
• Access software updates, drivers, knowledge bases, and FAQs online to assist in problem resolution.
• Identify and learn the software and hardware supported by the organization.
• Perform timely upgrades of workstation hardware and software as needed.
• Assist with the onboarding of new users.
• Install, test, and configure new workstations, peripheral equipment, and software.
• Conduct preventive maintenance, including checking and cleaning workstations, printers, and peripherals.
• Maintain inventory of all equipment, software, and software licenses using inventory tracking software.
• Evaluate documented resolutions and analyze trends to prevent future issues.
• Perform other duties as assigned by the Infrastructure and Operations Leader or the Manager of Information Technology.

Education & Certification Requirements:

• College diploma or university degree in computer science or equivalent work experience (5-7 years) in a supervisory role.
• ITIL or other IT service management framework certifications are advantageous.