Help Desk Technician

Helpdesk Technician (1 year contract) Location: Hybrid- 3 days office (London, Ontario) and 2 days from home. Citation Canada is built on the belief that HR and Health & Safety are essential to the growth of any organization. Starting our journey as HRdownloads in 2008, we’ve since helped thousands of businesses across Canada make these matters clearer, faster and painless. We’re dedicated to being the most complete and connected HR and Safety solution in Canada, with award-winning technology, world-class support and industry-specific HR and Health & Safety content. We are your trusted HR and Safety partner, for all Canadian companies. The role: In this role you will provide responsive technology support that enables employees to work effectively by maintaining reliable end-user technology, resolving technical issues, and supporting a productive office environment. Owns the timely resolution of end-user IT incidents and service requests, ensuring a high level of customer service and adherence to established SLAs. Owns the provisioning and deprovisioning of employee accounts, hardware, software, and system access for onboarding, offboarding, and role changes. Maintains end-user devices, peripherals, meeting room technology, and office IT equipment to ensure reliable day-to-day operations. Maintains accurate IT asset inventory and lifecycle records, including deployment, recovery, and replacement of equipment. Troubleshoots hardware, software, networking, and collaboration tool issues, escalating complex problems when appropriate. Documents resolutions, maintains knowledge articles, and identifies recurring issues that can be addressed through process improvements. About you: Strong customer service mindset with the ability to communicate technical concepts clearly and professionally. Demonstrated troubleshooting and problem-solving skills across hardware, software, networking, and business applications. Ability to prioritize competing requests and manage workload effectively in a fast-paced environment. Strong attention to detail and commitment to maintaining accurate documentation and asset records. Collaborative approach with the ability to build positive relationships across all levels of the organization. Initiative to identify recurring issues and recommend practical improvements to processes and user experience. Adaptability and willingness to continuously learn new technologies, systems, and support practices. Sound judgment to determine when issues can be resolved independently and when escalation is appropriate. Education, Certifications & Experience A diploma or degree in Information Technology, Computer Science, or a related field is preferred; however, we place greater emphasis on practical experience, customer service, technical troubleshooting, and the ability to resolve issues efficiently in a dynamic SaaS environment. Experience supporting Microsoft 365, Entra ID (Azure AD), Windows devices, endpoint hardware, IT ticketing platforms, and collaboration tools such as Microsoft Teams or Zoom is preferred. Certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are considered an asset. Why choose us? Compensation is one part of our broader Total Rewards package that supports wellbeing, balance, and growth. Today, this includes: Time Off & Flexibility 3 weeks of vacation Your birthday off 2 paid volunteer days Office closure between Christmas and New Year’s Health & Wellbeing 10 paid personal time-off (PTO) days annually for appointments, illness, or well-being needs. Work Environment A hybrid work environment built on trust and accountability. A standard 7.5-hour workday. Base Salary: The expected base salary range being offered to candidates for this role is ($50,000 - $55,000). Positioning within this range will be determined based on a variety of factors such as location, skills, and experience. Additional Information Use of Artificial Intelligence (AI) - As part of our hiring process, Citation Canada uses artificial intelligence enabled tools to support the screening, assessment, and selection of applicants. These tools assist our teams but do not replace human decision making. All employment-related decisions are made by our team. If you require accommodation at any stage of the recruitment process, please let the recruitment team know.

Provide responsive technology support by resolving end-user IT incidents and managing service requests according to SLAs. Handle the provisioning of accounts and hardware for onboarding and offboarding while maintaining IT asset inventory.

Requires a strong customer service mindset and troubleshooting skills across hardware, software, and networking. Experience with Microsoft 365, Entra ID, and Windows devices is preferred, along with a relevant IT diploma or degree.

• 3 weeks of vacation • Birthday off • 2 paid volunteer days • Office closure between Christmas and New Year’s • 10 paid personal time-off (PTO) days

• Service à la clientèleSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Technical Troubleshooting
• Customer Service
• Microsoft 365
• Entra ID
• Windows Devices
• IT Asset Management
• Incident Resolution
• Hardware Support
• Networking
• Collaboration Tools
• Documentation
• SLA Adherence

• Customer Service & Support
• Technology
• Software

Formation minimale

Diplôme professionnel

Expérience minimale

0+ ans

Postuler avant le

16 sept. 2026

Langue de l’offre

anglais

Heures de travail

38 heures par semaine

Présence au bureau

3 jours par semaine

Niveau d’expérience

Associate

Mode de candidature

La candidature directe est offerte