Information Technology Support Specialist

Description of the position: The IT Specialist provides end-to-end onsite deskside support for our Toronto office and serves as a service desk escalation point across locations. Reporting to the End User Services Manager, this role works closely with IT Infrastructure, Lab IT, and managed service desk partners to support business and laboratory computing environments.

About the Role: Responsibilities include AV support, laptop and workstation setup, printer support, knowledge base documentation, CMDB inventory management, ticket monitoring, and general service desk troubleshooting. The role may also support network requests and IT projects such as device deployments, site moves, hardware refreshes, and lab instrument PC setups. This position is onsite five days a week to support Toronto users and indirectly support GMP lab IT operations.

Responsibilities:

• Provide onsite desktop and service desk support for office and lab users across Windows 11, Microsoft 365, and business and laboratory applications.
• Perform end-user onboarding and device lifecycle management, including PC builds, imaging, encryption, setup, maintenance, upgrades, and inventory tracking within the CMDB.
• Support Lab IT and Infrastructure operations, provide boots on the ground to troubleshoot hardware, software, and local network issues, and maintain secure system configurations as needed.
• Manage service desk queues, ticket escalations, SLA performance, and incident, request, problem, outage support and communications.
• Maintain support documentation and knowledge base content, and partner with IT Risk, Compliance, and QA on change control, audits, and periodic reviews.
• Support office and lab moves, expansions, and other local IT initiatives for the Toronto site.
• Provide conference room A/V troubleshooting, testing, and meeting support, and contribute local process improvements for Toronto users.
• Primary and first point on contact for onsite service desk support and troubleshooting.

Qualifications:

• 3+ years of hands-on IT desktop Support experience supporting Windows 11, Microsoft 365/Azure and 3rd party productivity and laboratory software in biotechnology / pharmaceutical or healthcare industries.
• Certification or degree in a relevant field or a satisfactory combination of education, training, and/or experience; CompTIA A+ MCP or MCSA preferred.

Required Skills:

• Experience installing, upgrading, troubleshooting, and supporting Office 365 applications.
• Experience documenting incidents, requests, problems, changes, and knowledge base articles in ITSM or RMM tool, ServiceNow or FreshService preferred.
• Experience supporting user setups and groups in Azure AD (Active Directory), and general administrative tasks in SharePoint, Intune Autopilot, SSO (CyberArk), Enterprise Endpoint protection, Backup/Recovery software, Patch management (Intune windows rings or Ninja), PowerShell preferred.
• Understanding of ITIL foundations preferred.