Help Desk and Application Support Specialist

Position Summary:

We are seeking a technically proficient and user-oriented Help Desk and Application Support Specialist to serve as the first point of contact for initial help desk support across the organization. This role is responsible for delivering prompt and effective front-line support for a variety of software applications, including AutoCAD, Bluebeam, M365, Jira and Confluence. The position also involves supporting backend administration tasks such as managing server-side tools for spam filtering and antivirus protection, performing basic user account maintenance through Active Directory, and supporting the company's expansion of its Microsoft Exchange Online footprint.

This is a hands-on, first-responder role where you will be responsible for addressing user issues quickly, escalating more complex problems appropriately, and ensuring a smooth and productive systems experience for all employees.

This is initially an in-person role supporting our physical offices located in Markham and Ottawa, and a growing employee base working remotely from across Canada. The position requires onsite presence at our Markham headquarters, occasional travel to our Ottawa office, and the flexibility to work a variety of shifts within a 36-hour week.

Key Responsibilities:

Help Desk Support:

• Serve as the first point of contact for all IT-related issues, with a focus on software and productivity tools.
• Diagnose and resolve common issues related to application errors, user access, and configuration.
• Escalate more complex support needs to the appropriate internal resources or vendors when necessary.

Application Support & Troubleshooting:

• Run diagnostics to resolve user-reported issues, and to collect additional information as required to escalate an issue
• Provide support for a range of user-facing applications, including:
• AutoCAD
• Bluebeam Revu
• M365
• Jira
• Confluence
• Assist with installations, user account setups, permission changes, and feature usage guidance.

Cloud Email and Collaboration Support:

• Provide day-to-day support for Microsoft Exchange including user access, mailbox configuration, archiving, and troubleshooting email delivery issues
• Support he migration of mailboxes from on-premises Exchange to Exchange Online.
• Assist with OneDrive support, including synchronization issues, permissions and best practices.

Software Configuration & Optimization:

• Set up and manage user profiles and custom configurations to align with project and team needs.
• Configure default templates, toolsets, and views for software such as AutoCAD and Bluebeam.

Server-Side & Security Tool Support:

• Monitor and assist with configuration of email security tools and policies.
• Support endpoint protection, monitor threat alerts and quarantines.
• Provide first-level assistance with Microsoft Teams, including voice/VoIP settings and user devices.
• Support the IT Infrastructure Manager with monitoring and some triage activities as assigned.

Training & Documentation:

• Maintain internal knowledge base articles, training guides, and FAQs.
• Assist in onboarding new staff with software setup and orientation.

Qualifications:

• 2-4 years in a help desk, IT support, or software application support role
• Undergraduate degree in computer science or a related field
• Comp-TIA or related Microsoft certification
• Proficiency supporting end users on:
• AutoCAD, Bluebeam Revu
• M365 (Teams, Outlook, MS Project)
• Jira
• Confluence
• Microsoft Exchange Online
• Working knowledge of VOIP setups within Microsoft Teams.
• Strong troubleshooting, communication, and documentation skills.
• Strong analytical and problem-solving skills
• Familiarity with virtualised environments (including Horizon)
• General proficiency and comfort level supporting both Windows and Mac operating systems, a good understanding of hardware, computer systems and software, and a willingness to learn new technologies and systems
• Strong communication skills, including the ability to explain technical material to non-technical users
• Flexibility to work a variety of shifts, sometimes including after-hours and weekends, occasionally with minimal notice