Scope

Reporting to the IT Manager, the Help Desk Associate provides front‑line technical support and IT services to end users, on‑site at our head office location, and remotely throughout Canada. This role delivers in‑person, phone, and remote support for hardware, software, and network‑related issues while ensuring a positive and consistent user experience. The Help Desk Associate supports day‑to‑day IT operations, assists with onboarding and offboarding activities, and contributes to the effective management of IT requests and assets. This role works closely with other IT team members and vendors to ensure issues are resolved efficiently and in alignment with company standards, policies, and service expectations.

Success Criteria

• Serves as a primary point of contact for end users regarding IT‑related issues and requests.
• Provides Level 1 support and assists with Level 2 issues across hardware, software, and network environments.
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