Information Technology Support Specialist

Role summary

The Information Technology Support Specialist will deliver comprehensive onsite desktop and service desk assistance for the Toronto office and act as an escalation contact for users across multiple locations. Reporting to the End User Services Manager, this role partners with IT Infrastructure, Lab IT, and external service desk teams to keep business systems and laboratory computing environments running smoothly.

What the role covers

This position is based onsite five days a week in Toronto and supports both office users and GMP laboratory IT operations. The work includes hands-on support for end users, device setup and management, printer and AV assistance, ticket handling, documentation, inventory control, and support for local IT initiatives and projects.

Key duties

• Deliver deskside and service desk support to office and lab users working on Windows 11, Microsoft 365, and both business and laboratory software.
• Handle onboarding for new users and manage the full device lifecycle, including PC assembly, imaging, encryption, configuration, maintenance, upgrades, and CMDB-based inventory tracking.
• Assist Lab IT and Infrastructure teams by troubleshooting hardware, software, and local network issues while helping maintain secure system settings where required.
• Oversee service desk queues, escalate incidents, and support requests, problems, outages, SLA performance, and related communications.
• Keep support guides and knowledge base articles up to date, and work with IT Risk, Compliance, and QA on change control, audits, and recurring reviews.
• Support office and laboratory relocations, expansions, device rollouts, hardware refreshes, and other Toronto site IT activities.
• Provide troubleshooting and testing for conference room audio-visual systems and help with meeting support.
• Serve as the main onsite point of contact for service desk support and local troubleshooting.

Qualifications and experience

The ideal candidate has at least 3 years of practical desktop support experience and has supported Windows 11, Microsoft 365/Azure, and third-party productivity and laboratory applications in biotechnology, pharmaceutical, or healthcare settings. A certification or degree in a relevant field is preferred, or an equivalent mix of education, training, and hands-on experience. CompTIA A+, MCP, or MCSA credentials are considered advantageous.

Technical environment

Day-to-day work may involve Office 365 application installation, upgrades, and troubleshooting; incident and request logging in ITSM or RMM platforms such as ServiceNow or FreshService; user and group administration in Azure AD; and tasks in SharePoint, Intune Autopilot, SSO through CyberArk, endpoint protection tools, backup and recovery software, patching tools such as Intune Windows rings or Ninja, and PowerShell scripting.

Additional requirements

A good understanding of ITIL principles is preferred.

Work arrangement

This is a full-time onsite position in Toronto, Ontario, Canada, with a five-day in-office requirement.