Help Desk Associate

Role overview

HearingLife Canada is looking for a Help Desk Associate to report to the IT Manager and provide first-line technical assistance to employees. The position supports users both at the head office in North York and remotely across Canada, covering in-person, phone, and virtual support for issues involving hardware, software, and network connectivity.

In this role, you will help keep daily IT operations running smoothly, support onboarding and offboarding workflows, and help manage service requests and IT assets. You will partner with other IT team members and external vendors to resolve issues efficiently while following company standards, policies, and service expectations.

Key responsibilities

• Act as the main contact for employees seeking help with IT problems or service requests.
• Provide Level 1 troubleshooting and assist with Level 2 issues related to hardware, software, and network environments.
• Record, prioritize, track, and close support tickets in a timely and accurate manner.
• Deliver support through the ticketing platform, phone calls, remote sessions, and in-person walk-ups.
• Escalate complex matters to senior IT staff, other internal teams, or vendors while still following through on the issue.
• Support new hire onboarding and exit processes, including account creation, device imaging, and user access setup.
• Set up, install, and maintain laptops, desktops, peripherals, and mobile devices for end users.
• Help maintain IT asset records and inventory so equipment and documentation stay current.
• Assist users with business applications, Microsoft 365, remote access tools, and internal software.
• Work within company IT policies, procedures, and security requirements.
• Contribute to a professional, courteous, and responsive support experience for all users.

Requirements

• Post-secondary education in information technology, computer science, or a related discipline is preferred, though an equivalent mix of education and experience will also be considered.
• Professional credentials such as CompTIA, HDI, ITIL, or Microsoft certifications are considered an advantage.
• At least 1 to 3 years of experience in help desk, service desk, or IT support.
• Working knowledge of Microsoft Windows and Microsoft 365, including Outlook, Teams, and Office applications.
• Basic understanding of Active Directory or Azure/Entra ID concepts.
• Experience resolving issues with laptops, desktops, printers, and related peripherals.
• Familiarity with ticketing platforms such as ServiceNow and standard IT service workflows.
• Hands-on exposure to SCCM, Microsoft Exchange, Active Directory, BitLocker, Microsoft Azure, DHCP, LAN, and WAN administration.
• Exposure to remote support tools such as TeamViewer and mobile device support for iOS/iPadOS is an asset.
• Strong customer service skills with the ability to explain technical topics clearly and professionally.
• Well-developed organization and time management skills, with the ability to juggle multiple tasks and priorities.
• Willingness to learn and grow technical skills in a fast-moving environment.
• Ability to lift boxes weighing up to 25 lb and travel occasionally to support clinic locations.
• A valid driver’s license and/or reliable transportation is required to commute to the office location.

Behavioral expectations

The role is expected to align with Demant values:

• Create trust: Respect customer and colleague input, support an inclusive and honest environment, and follow through on commitments.
• Be a team player: Collaborate across the organization, take initiative, and help others succeed.
• Deliver innovative solutions: Look for better ways to work, share ideas, and contribute fresh thinking.
• Adopt a can-do attitude: Seek opportunities to add value, solve problems, and take action.

Additional information

HearingLife Canada is an equal opportunity employer and welcomes applicants from all backgrounds. Employment decisions are made without regard to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Candidates who need accommodation during the recruitment process should identify their needs in the application.

Only candidates selected for an interview will be contacted.