IT Service Technician

At Flynn, it's not just a job, it's a career Flynn Group of Companies, North America’s leading building envelope contractor, is looking for an IT Service Technician to join our team in our Mississauga office, reporting to the Helpdesk Manager. The primarily focus of this role will be on handling day today end user tickets and user queries, end user computing hardware and application management and troubleshooting (Including mobile device, printers, and computers). The role will require a mix of technical, strong communication, and customer service skills. We are a collaborative and innovative team of high performing individuals working together to provide technology service and support to our internal customers while maintaining a high level of quality and customer experience. We stand proudly for our people and support their success through career development and advancement. What we offer: Funded training and development program Subsidized in-house cafeteria and gym Dental and supplemental medical plan RRSP contributions Employee and Family Assistance Program Free parking and EV Charging facility Family Events and Flynn Fest Sports Sponsorship Program Rogers Preferred Program Perkopolis Retailer Discounts A Day in the Life: Provide first- and second-level technical support to Flynn offices through phone, email, and ticketing systems, ensuring prompt response and resolution of incidents and service requests. Collaborate with the centralized Help Desk team to manage ticket ownership, escalation, communication, and resolution throughout the support lifecycle. Prioritize and manage a fluctuating volume of requests while meeting SLA targets and maintaining a high level of customer satisfaction. Deliver in-person support for local office users, conference rooms, and site technology needs. Troubleshoot and resolve hardware, software, telephony, mobile device, audio/visual, and peripheral issues. Follow ITIL-aligned Incident, Problem, Change, and Request Management processes to ensure effective service delivery. Monitor ticket queues, identify trends, declare and coordinate major incidents when required, and participate in root cause analysis and corrective actions. Maintain accurate ticket documentation, knowledge articles, inventory records, and asset assignments. Contribute to process improvements, automation initiatives, self-service capabilities, and knowledge base development. Assist with the evaluation, deployment, and support of end-user hardware, software, and services. Participate in an on-call rotation, including evenings, weekends, and holidays, and travel occasionally to support regional offices and projects. Technical Skills Include: Strong experience installing, configuring, and troubleshooting computer hardware, printers, audio/visual equipment, telephony systems, mobile devices, and software applications. Proficiency supporting Windows operating systems and mobile platforms. Experience with Microsoft 365 Apps, Microsoft Teams and Teams Rooms, Autodesk, Bluebeam, and similar business applications. Experience with endpoint management and automation tools such as Microsoft Intune, Windows Autopilot, MDT, and PowerShell, as well as familiarity with Microsoft Dynamics SL and SAP SuccessFactors, is considered an asset. Experience using enterprise ticketing platforms such as ServiceNow, Jira Service Management, or similar systems. Understanding of ITIL best practices and IT service management principles. What we are Seeking: Degree or diploma in Computer Systems, Networking, Information Technology, or equivalent experience. 3+ years of IT support experience in a corporate or enterprise environment. Industry certifications (Microsoft or equivalent) are an asset. Strong analytical, troubleshooting, and problem-solving skills. Excellent customer service, communication, and interpersonal abilities. Ability to manage competing priorities in a fast-paced environment while meeting SLA commitments. Experience working within ITIL-aligned service management environments and ticketing systems. Ability to identify support trends, assess business impact, and make sound escalation and incident management decisions. Experience with incident response, major incident management, and root cause analysis is an asset. Collaborative team player with a continuous improvement mindset and the ability to work independently when needed. \n \n $55,000 - $65,000 a year \n #LI-AD1 Flynn Group of Companies is the leading trade contractor in North America that works on virtually every aspect of a building’s outer layer, including Roofing, Glazing, Waterproofing, and Architectural Metals. The foundation of our award winning success is having the right people on our team. Disclosure: We use an AI-powered system to initially screen resumes. However, all applications/resumes are also reviewed by our team of Human Resources and Talent Acquisition Professionals to ensure a fair and thorough evaluation in determining a candidate’s potential fit for a role they applied to. This posting is for an existing vacancy within the organization.

The IT Service Technician will provide first- and second-level technical support for hardware, software, and mobile devices while managing end-user tickets. They will also collaborate with the Help Desk team to ensure SLA targets are met and contribute to process improvements and knowledge base development.

Candidates must have a degree or diploma in Information Technology or a related field, along with at least 3 years of corporate IT support experience. Proficiency in Windows operating systems, Microsoft 365, and ITIL-aligned service management processes is required.

• Funded training and development program • Subsidized in-house cafeteria • Gym • Dental plan • Supplemental medical plan • RRSP contributions • Employee and Family Assistance Program • Free parking • EV Charging facility • Family Events • Flynn Fest • Sports Sponsorship Program • Rogers Preferred Program • Perkopolis Retailer Discounts

• Customer servicePreferred
• Incident ManagementPreferred
• Microsoft TeamsPreferred
• Problem solvingPreferred
• Microsoft 365Preferred
• Communication SkillsPreferred
• Technical SupportPreferred

Identified from the job description. Confirm important requirements above.

• Technical support
• Hardware troubleshooting
• Software troubleshooting
• Customer service
• ITIL
• Microsoft 365
• Microsoft Teams
• Ticketing systems
• Incident management
• Mobile device management
• Printer support
• Audio/visual equipment
• Telephony systems
• Problem solving
• Communication skills
• Analytical skills
• Building Envelope
• SAP SuccessFactors
• Autodesk
• Endpoint Management
• Application Lifecycle Management
• Technical Support
• JIRA
• Automation
• Business Continuity Planning
• Management
• Customer Service
• Communication
• Computer Hardware
• Information Technology
• Computer Systems
• Continuous Improvement Process
• Training And Development
• Discounts And Allowances
• Incident Response
• Help Desk Support
• Incident Management
• Innovation
• ITIL 4
• Problem Solving
• IT Service Management
• Knowledge Base
• Microsoft Dynamics Sl
• Windows PowerShell
• Roofing
• Resume Screening
• Self Service Technologies
• Service Management
• Troubleshooting (Problem Solving)
• Waterproofing

• Technology
• Customer Service & Support
• Construction
• Administrative
• IT Service Technician
• Server Administrator
• Systems Aministrators
• Network and Computer Systems Administrators

Minimum education

Bachelor’s degree

Minimum experience

2+ years

Posting language

English

Working hours

40 hours per week