Deskside Support Technician - Onsite

Description

Role Summary

The Deskside Support Technician is responsible for delivering exceptional Level 2 technical support to employees across our GTA offices, ensuring a seamless and productive technology experience for both onsite and remote users. This role serves as a key escalation point for complex end-user issues and provides hands-on support for desktops, laptops, mobile devices, collaboration tools, business applications, and core infrastructure services.

The successful candidate combines strong technical troubleshooting skills with a customer-focused mindset to resolve issues efficiently, minimize business disruption, and maintain high service standards. The role also provides enhanced support for executive and VIP users, participates in after-hours support rotations, and contributes to continuous improvement by identifying root causes, implementing preventative solutions, and maintaining accurate technical documentation.

Core Responsibilities

• Provide Level 2 deskside and remote technical support for employees across multiple office locations and remote environments.
• Respond to incidents and service requests received through ticketing systems, phone, chat, and email, ensuring timely resolution in accordance with established service level agreements (SLAs).
• Troubleshoot and resolve escalated issues related to Windows 11, macOS, Microsoft 365, Active Directory, Entra ID, and other enterprise technologies.
• Deliver high-touch support to executive and VIP users, ensuring prompt resolution of technical issues and minimal disruption to business operations.
• Participate in an on-call rotation to provide after-hours support for critical incidents and designated VIP users.
• Diagnose and resolve networking and connectivity issues, including VPN, DNS, DHCP, wired and wireless networking.
• Support and maintain end-user hardware, including printers, endpoints, and business applications.
• Assist with employee onboarding and offboarding activities, including device provisioning, software deployment, account creation, and access management.
• Utilize ServiceNow and endpoint management tools to manage incidents, service requests, asset information, and device configurations.
• Perform root cause analysis to identify recurring issues and implement preventative measures that improve overall service quality.
• Collaborate with Level 3 support teams, providing detailed diagnostics, documentation, and troubleshooting findings to facilitate issue resolution.
• Assist with device staging, operating system deployments, patch management, endpoint security initiatives, and technology refresh programs.
• Contribute to ongoing service improvement initiatives by identifying opportunities to enhance user experience, support processes, and operational efficiency.

Required Skills and Experience

• Minimum 3 years of experience in IT support (Level 1-2), service desk, or deskside support environments.
• Demonstrated experience supporting Microsoft Windows, Microsoft 365 and Active Directory in an enterprise environment.
• Strong knowledge of desktop, laptop, mobile device, and peripheral troubleshooting.
• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and wireless networking.
• Experience working with service management and ticketing platforms while consistently meeting service level targets.
• Strong customer service orientation with the ability to communicate technical concepts clearly to both technical and non-technical users.
• Excellent troubleshooting, problem-solving, and analytical skills.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Strong verbal, written, and documentation skills.
• Ability to work independently and collaboratively within a team environment.

Preferred Skills and Experience

• Experience using ServiceNow.
• Familiarity with remote monitoring and management (RMM) and patch management solutions.
• Basic PowerShell scripting and automation experience.

Why You’ll Love Working Here

At Pure Industrial, we are people-first. We’re proud to be recognized as one of Canada’s Top Employers and a Great Place to Work - recognition that reflects the culture we’ve built, rooted in respect, collaboration, inclusion, and growth.

We support our employees with a thoughtfully designed total rewards offering that goes beyond traditional compensation, recognizing contributions, supporting well-being, and enabling growth across the business.

• Comprehensive benefits and wellness programs
• RRSP matching to help you plan your future
• Vacation, personal and volunteer days to support work-life balance
• Ongoing learning, development, and career progression opportunities
• A flexible, supportive environment where your contributions have impact
• A premium, modern workplace designed to elevate your everyday experience
• Recognition that matters—brought to life through company events

Our people are what makes us different. At Pure Industrial we are committed to workplace diversity and inclusion within our organization; therefore, we encourage all qualified persons from all backgrounds to apply. Accommodations are available, upon request, to all applicants with disabilities throughout our hiring process. Successful applicants will also be subject to a background check.

Expected Compensation Range for Role: Approximately $65,000-$80,000/year.

Our salary ranges are determined by factors such as role, level and location. The range displayed on this job posting reflects the expected compensation for the role. Within the range set out above, individual pay is determined based on a number of factors unique to each candidate including but not limited to work location, job-related skills, experience, relevant education and training, business needs and market demands. Compensation is subject to change and may be modified in the future.

#LI-Onsite