Responsibilities
- Deliver first- and second-level support for workstations and network systems in Windows and M365 environments using ServiceNow and iTop, ensuring compliance with cybersecurity policies such as multi-factor authentication, conditional access, least privilege principles, and data loss prevention; follow established priorities and service level agreements, maintain the knowledge base, and escalate issues appropriately to higher-tier teams or external partners.
- Manage workstations and IT assets by preparing, deploying, and maintaining devices according to corporate standards and approved configurations; install and configure authorized software; keep accurate inventory records in the CMDB; perform moves, adds, changes, and deletions for users; support patch management and endpoint detection and response initiatives.
- Coordinate on-site IT operations by planning weekly tasks in alignment with regional IT leadership; lead daily stand-up meetings; respond to urgent incidents in coordination with the IT Manager; organize small-scale deployments and user communications within approved change windows.
- Serve as the local operational liaison for the Project Platform, Information Systems, and Cybersecurity units; monitor system changes, software releases, and security controls; assist in audit preparation; manage risk reporting and issue escalation; use ServiceNow to coordinate asset management, project updates, and change requests.
- Ensure service quality through monthly reporting on key metrics including SLA/SLO adherence, user satisfaction, ticket volume and types, compliance with MFA and patching requirements, and knowledge base accuracy; initiate corrective actions and notify the IT Manager when coordination workload exceeds 40% or predefined thresholds are triggered.
Work Arrangement
On-site — Toronto
