IT Support Specialist

Support Full Time Richmond Hill, ON $60,000 - $75,000 CAD per year

Job Type: Full-Time
Location: Greater Toronto Area (GTA), Ontario
Schedule: Monday to Friday, with Saturday rotation; approximately 40–44 hours per week
Salary: $60,000–$75,000 per year
Benefits: Vacation and health and wellness benefits
Expected Start Date: As soon as possible

About Intrust Technology Solutions Corp.

Intrust Technology Solutions Corp. provides end-to-end managed IT solutions to dental and medical professionals throughout the Greater Toronto Area (GTA).

We are seeking a customer-focused and technically skilled IT Support Specialist to join our team. This role focuses on delivering exceptional remote technical support, resolving IT incidents efficiently, and ensuring a positive client experience while meeting established service level agreements (SLAs) and company standards.

The ideal candidate is an excellent communicator with strong troubleshooting skills, a commitment to customer service, and the ability to manage multiple priorities in a fast-paced environment. All responsibilities are carried out in alignment with the core values of Intrust Technology Solutions Corp.

Key Responsibilities

• Provide first- and second-level technical support and incident resolution via phone, email, and online support channels.
• Respond to customer inquiries, concerns, and service requests by providing accurate, timely, and professional information.
• Diagnose and resolve hardware, software, network, firewall, internet connectivity, Microsoft 365, email, and peripheral-related issues.
• Troubleshoot and resolve technical issues involving desktop systems, servers, networking infrastructure, and business applications.
• Escalate incidents according to established escalation procedures and service level agreements.
• Direct unresolved issues to the appropriate support level and coordinate escalations to Level 3 and Level 4 technical resources.
• Create, update, and follow up on customer service tickets, ensuring clients receive timely status updates and accurate information.
• Record, track, and document the troubleshooting process, including actions taken, decisions made, and successful or unsuccessful resolution attempts, through to final resolution.
• Create, maintain, and update a comprehensive knowledge base to support consistent and efficient service delivery.
• Follow established IT policies, procedures, service standards, and documentation requirements.
• Provide technical support for hardware and software rollout projects.
• Work collaboratively with internal team members and third-party hardware and software vendors to resolve technical issues.
• Maintain professional communication and ensure a high standard of customer satisfaction.
• Perform other duties as assigned by the supervisor.

This position requires participation in a team-based, rotating after-hours support schedule to assist clients outside normal business hours, as needed.

Qualifications and Requirements

• A university degree or college diploma in Information Technology or a related field, or equivalent education and experience.
• 4+ years of relevant IT support, help desk, or technical support experience.
• Approximately three to five years of experience supporting Microsoft Server environments, including Windows Server 2016, 2019, 2022, and 2025, Active Directory, LAN/WAN, routers, switches, internet connectivity, network security, antivirus solutions, VPNs, and backup systems.
• Strong experience troubleshooting desktop computers, servers, network infrastructure, routers, switches, and firewalls.
• Good understanding of DNS, DHCP, TCP/IP, Group Policy, SQL, and operating system virtualization.
• Knowledge of Microsoft Office 2016/2019 and Microsoft 365 applications, including installation, configuration, and troubleshooting.
• Experience supporting Microsoft Outlook, Exchange, and email configuration and troubleshooting.
• Demonstrated experience working with third-party hardware and software vendors to resolve technical issues.
• Strong working knowledge of Windows desktop and server operating systems, networking, and internet technologies.
• Excellent written and verbal communication skills, with the ability to explain technical information clearly and professionally.
• Strong customer service, organizational, time management, and follow-up skills.
• Ability to multitask, prioritize competing demands, and work effectively in a fast-paced environment.
• Strong teamwork skills, accountability, and a commitment to maintaining reliable attendance and work schedules.
• Ability to work independently while collaborating effectively with other technical support team members.
• Willingness to work overtime and participate in scheduled after-hours support as business needs require.

Preferred Qualifications and Assets

• CompTIA A+ certification or an equivalent technical certification.
• Knowledge of dental practice management software or other dental technology systems.
• Basic knowledge of ITIL principles and IT service management practices.
• Experience providing technical support in managed IT services or professional healthcare environments.

What We Offer

• Competitive annual salary of $60,000–$75,000 .
• Health and wellness benefits.
• Opportunities to support a variety of clients, technologies, and IT environments.
• The opportunity to expand your technical expertise and contribute to a collaborative managed IT services team.