IT Support Technician
HybridToronto, Ontario, Canada or Austin, Texas, United States
Job Summary
Diagnose and resolve hardware, software, and connectivity issues across Windows and macOS environments, including Microsoft 365 applications. Manage user accounts, license assignments, and security group memberships in Microsoft Entra ID, while processing joiner, mover, and leaver requests. Own the full ticket lifecycle in HaloITSM, prioritizing incoming requests and meeting SLA targets. Perform device reimaging, OS resets, and configuration during refresh cycles, and maintain accurate hardware inventory records. Participate in the team's weekend on-call rotation shared across the US and Canada. This role requires 2+ years of direct IT support experience and proficiency with Windows 10/11 and macOS. Candidates must be located within 30 minutes of Austin, TX or Toronto, ON, and commit to three days onsite per week.
Required Qualifications
- 2+ years of direct, hands-on experience in an IT support, help desk, or desktop support role
- CompTIA A+ certification or equivalent
- Proficiency with Windows 10/11 and macOS in a corporate environment
- Working knowledge of Microsoft Entra ID / Azure AD — user management, groups, and licensing
- Comfort supporting the full Microsoft 365 suite — Outlook, Teams, SharePoint, and OneDrive
- Experience with an ITSM platform for ticket management
- A Slack-first approach to communication
- The ability to adapt quickly when tools, workflows, or priorities change
- Methodical troubleshooting instincts, clear communication with both technical and non-technical audiences, and a service-first mindset
- Be located 30 mins to Austin, TX or Toronto, ON
- Commit to 3 days on site per week
- Working hours 9am – 5pm CT (Austin) / 9am – 5pm ET (Toronto)
Desired Qualifications
- Experience with Intune or Jamf for device management
- basic networking knowledge — DHCP, DNS, and TCP/IP fundamentals
- familiarity with ITIL service management principles
- Experience with an ITSM platform for ticket management; HaloITSM experience is a strong plus
- Proficiency with LLM / AI tools (Claude, ChatGPT, Copilot, or similar) — comfortable using them daily to accelerate troubleshooting, draft communications, and surface knowledge base content
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