IT Support Technician

About the Role

Madison Group is a diversified holding company operating across real estate, industrial automation, data, and media. Based in Vancouver, the organization supports more than 1,100 employees across Canada. Its central IT function is responsible for keeping a mixed Microsoft, Google, Windows, and macOS environment reliable, secure, and consistent.

This is a hybrid position with a strong on-site component. The schedule combines remote troubleshooting with visits to multiple Lower Mainland offices, and you will be expected to be physically present at a location at least three days each week. Because staff rely on regular in-person IT coverage, candidates must be able to commute dependably within the Greater Vancouver area.

The work ranges from traditional break/fix assistance to endpoint support, SaaS administration, and occasional practical office-based IT tasks. You will be the approachable first point of contact for users who need help. The remaining two days of the week are generally remote.

This position suits someone who likes taking responsibility for their work, can make sense of requests, asks the right follow-up questions, and moves issues through to resolution with minimal hand-holding. You are not expected to know everything, and you will not be working alone; the team shares knowledge, collaborates often, and provides escalation support when needed.

Core Responsibilities

• Support end users with Windows and macOS issues, including hardware and software troubleshooting, Microsoft 365, Google Workspace, basic network problems, and boardroom audio/visual support.
• Provide on-site assistance with device replacements, workstation setup, printer and cabling issues, hardware shipping and receiving, and other hands-on support tasks across Lower Mainland offices.
• Manage and troubleshoot devices enrolled through Intune/Autopilot and Jamf, including profiles, compliance, application rollout, and general endpoint issues.
• Carry out user administration tasks in Entra ID, on-premises Active Directory, Google Workspace, and related SaaS tools, including MFA resets, licensing, access requests, account issues, Gmail, groups, and shared drives.
• Record, monitor, and resolve service tickets while meeting SLAs, keeping notes accurate, and contributing to documentation and knowledge base content.

Required Experience and Qualifications

• Between 2 and 4 years of experience in help desk, desktop support, or field support roles.
• Practical troubleshooting experience with Windows 10/11 and macOS.
• Experience supporting Microsoft 365.
• Exposure to Google Workspace administration, or a clear willingness to learn it quickly, including Gmail, groups, users, shared drives, and access troubleshooting.
• Hands-on experience supporting devices managed through Intune/Autopilot and Jamf.
• Experience managing users and groups in Entra ID and Active Directory.
• Working knowledge of networking fundamentals such as switches, access points, VPN, DNS, DHCP, and basic connectivity troubleshooting.
• Experience using an ITSM platform and writing clear documentation.
• Strong written and verbal English communication skills.
• Friendly, professional customer service approach.
• Well-organized, dependable, and attentive to detail.
• Comfortable assisting users remotely and in person.
• Able to take ownership of requests, clarify requirements, progress work independently, and know when to escalate or ask for guidance.
• Curious, adaptable, and comfortable learning as you go.
• Able to prioritize tasks effectively in a fast-moving environment.

Preferred Skills

• Experience with Patronum or similar Google Workspace administration tools.
• Previous administration work in Google Workspace.
• Prior Jamf administration or macOS management experience.
• PowerShell or other scripting knowledge.
• CompTIA A+ or Network+ certification.
• Microsoft Azure and security fundamentals such as AZ-900, SC-900, or equivalent knowledge.
• ITIL Foundation certification or experience in an ITIL-aligned service desk.
• Familiarity with CIS Controls, security baselines, endpoint compliance, or identity security practices.
• Experience supporting mixed Microsoft 365 and Google Workspace environments.
• Exposure to PrinterLogic, TeamViewer, Jamf, Intune, or similar support tools.
• Additional hands-on experience in networking or infrastructure support.

Other Requirements

• Able to reliably commute to Burnaby, Richmond, and Vancouver offices at least three days per week.
• Willing and able to travel between Lower Mainland office locations as needed.
• Able to lift about 50 lbs and work in confined spaces when required.
• Must be eligible to work in Canada.
• Must be able to pass a background check.

What We Offer

• Annual salary range of $60,000 to $80,000, based on experience and qualifications.
• Extended health and dental coverage.
• A collaborative workplace with exposure to a broad range of technologies.
• Mileage reimbursement and paid parking where applicable.
• A company-issued cell phone.
• A professional development allowance and paid certifications.
• Hybrid flexibility that combines remote focus time with active field work.
• Opportunities to gain experience across Microsoft 365, Google Workspace, endpoint management, SaaS administration, and occasional infrastructure support.

Equal Opportunity Statement

Madison Group is committed to building an inclusive workplace. The company provides equal employment opportunities and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or any other status protected by law.