Level I Support Desk

About the Company

Propel is a fintech business focused on expanding access to credit for consumers who are often overlooked by traditional lenders. Its AI-powered platform looks beyond conventional credit scores to evaluate applicants more broadly, and has already supported access to more than one million loans and lines of credit, representing over one billion dollars in credit.

The organization is built on an entrepreneurial mindset, where results matter and growth from within is encouraged. Team members are expected to bring curiosity, initiative, and a willingness to take on varied responsibilities. Propel positions itself as a fast-growing North American company and a workplace recognized for a strong culture.

About the Role

This position reports to the Manager, IT Support Services and serves as the first point of contact for internal technical support. The role focuses on delivering end-to-end assistance across software, hardware, and user access needs, while helping maintain smooth day-to-day operations for the company’s employees.

Key Responsibilities

• Act as the initial technical contact for employees using Windows 10/11 and macOS devices, handling issues with hardware, software, networks, and peripherals both remotely and in person.
• Track, update, and close support requests in Jira Service Management while working within agreed service timelines and keeping documentation complete.
• Help manage device onboarding into Intune and Jamf Pro, including configuration, application rollout, and compliance checks.
• Support employee onboarding and exit processes by setting up accounts, granting access, assigning equipment, and collecting returned assets.
• Maintain, diagnose, and repair end-user devices and accessories such as laptops, desktops, monitors, and related peripherals.
• Route unresolved incidents to higher-level support or system administrators, ensuring the issue history and troubleshooting notes are clearly recorded.
• Provide user support for Microsoft 365, Azure AD/Entra ID authentication, and common connection issues such as VPN, Wi‑Fi, and printer access.
• Assist with internal collaboration tools and business applications, including Teams and SharePoint, under IT guidance.
• Monitor hardware and software asset compliance and take part in audits using tools such as KACE and Intune.
• Contribute to service improvements by updating internal knowledge resources and documenting repeatable fixes for common problems.
• Maintain a professional, service-oriented approach that minimizes disruption to employees and business activities.

Required Experience and Qualifications

• A college diploma or certificate in Information Technology, Computer Systems, or a similar discipline.
• At least 3 years of experience in IT support or helpdesk work, ideally in an enterprise setting.
• Strong practical troubleshooting ability for Windows 10/11, macOS, and core network connectivity concepts such as TCP/IP, DNS, DHCP, and VPN.
• Hands-on experience managing Microsoft 365, Azure Entra ID, and Exchange Online user accounts.
• Familiarity with Intune enrollment, compliance policies, and endpoint management practices.
• Experience with ticketing platforms such as Jira, ServiceNow, or comparable systems.
• Working knowledge of device diagnostics, imaging, and laptop setup for brands such as Dell, Lenovo, and HP.
• Excellent verbal and written communication, along with strong documentation habits and a customer-first mindset.
• Ability to juggle multiple priorities, stay calm under pressure, and work effectively in a fast-moving environment.
• A collaborative attitude and a genuine interest in ongoing learning and professional growth.

Preferred Qualifications

• Certifications such as CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator Associate, or MD-102 are considered advantageous.
• Continuous learning in Microsoft, Intune, or Azure administration would be an asset.
• Experience with asset tracking and endpoint tools such as Intune, KACE, or Jamf Pro is helpful.
• Exposure to ITSM practices or environments driven by service-level agreements is desirable.
• Basic familiarity with Active Directory Group Policies, PowerShell, or remote assistance tools such as ScreenConnect and RDP is useful.
• Understanding of Zero Trust principles, MFA troubleshooting, and general security awareness is preferred.
• Ability to use simple network diagnostics tools such as ping, traceroute, and nslookup is an advantage.
• Prior work in financial services or other regulated environments is a plus.

Compensation and Benefits

The expected salary range for this role is $40,000 to $55,000 annually. Final pay depends on market conditions, location, and the selected candidate’s experience, skills, and education. The role may also qualify for performance-based incentives, including bonuses and commissions.

• Opportunity to grow internally with a strong promote-from-within culture.
• A highly regarded company culture.
• Competitive pay along with health coverage.
• A comprehensive vacation plan.
• Group health and dental insurance.
• Group RRSP program.
• Support for new parents.
• A diverse and inclusive workplace.

Additional Information

This posting relates to an existing vacancy within the organization.

Propel is committed to building an inclusive workplace and encourages applications from Indigenous peoples, women, visible minorities, persons with disabilities, people from gender and sexually diverse communities, and individuals with intersecting identities. Candidates who need accommodation during any stage of recruitment or selection should share their needs when applying so the company can make appropriate arrangements.

The company also notes that AI tools are used to assist with application review and candidate assessment. These tools support the recruitment team, while all hiring decisions remain with trained hiring managers and recruitment professionals.