IT Support Specialist

About Urbacon and the Role

Urbacon is a Toronto-based company specializing in design, construction, and real estate development, employing about 150 staff members. The IT department is small and hands-on, offering close interaction with the business and visible outcomes of your work. The IT Support Specialist is the main day-to-day resource for employee technology assistance and onboarding, managing hardware, software, access, and collaboration challenges independently. This role is established with documented processes and a mature helpdesk system, allowing you to apply your judgment to new problems and develop expertise in application support alongside the Business Systems Analyst.

Key Duties and Responsibilities

• Manage the helpdesk queue by handling intake, prioritizing issues, and following through until resolution or escalation.
• Document every service ticket thoroughly, including communications and resolution steps, to ensure knowledge retention and consistent service.
• Escalate complex problems with detailed diagnostics and verify resolution directly with users.
• Set up, maintain, and troubleshoot desktops, laptops, phones, printers, and peripheral devices.
• Support Windows operating systems through installations, updates, and configurations.
• Provide support for meeting-room technology such as Teams connectivity and conferencing hardware.
• Keep accurate records of hardware assets.
• Assist with business applications like Microsoft 365, Concur, Pacific Timesheet, Procore, Vista by Viewpoint, Monday.com, and others; learn and resolve issues over time.
• Manage routine requests for access permissions, mailboxes, and SharePoint sharing.
• Maintain FAQs and troubleshooting guides for applications and handle vendor support tickets through to completion.
• Oversee onboarding and offboarding activities including preparing equipment and accounts, delivering technology orientation to new staff, and coordinating access removals and equipment recovery for departing employees.
• Continuously update and expand the IT knowledge base, converting frequent issues into user-friendly guidance documentation.

Work Environment and Location

This role is essential as a frontline IT support position, collaborating with endpoint support staff, the Business Systems Analyst, vendors, and the IT Director for escalations. It requires on-site presence at Urbacon's Toronto head office five days a week, because in-person tasks like device setup, meeting room support, and onboarding are critical.

Candidate Profile and Requirements

• 2-4 years experience in IT support, service desk, desktop support, or application support roles.
• Proficiency with Microsoft 365 tools, including Exchange Online, Outlook, Teams, SharePoint, and OneDrive.
• Experience managing user accounts, group permissions, license assignments, and supporting password and multi-factor authentication issues using Active Directory or Entra ID.
• Competence in Windows endpoint setup, configuration, updating, and troubleshooting.
• Ability to assist non-technical users patiently and effectively.
• Strong organizational skills for maintaining a clear and detailed service queue and documentation.
• Excellent troubleshooting skills to resolve new and unfamiliar issues.
• Clear, user-friendly communication skills for documentation and ticket notes.
• Availability to work on-site full-time, five days per week.

Preferred Qualifications

• Experience in construction, engineering, property management, or professional services.
• Familiarity with SaaS business applications like Concur, Procore, Vista by Viewpoint.
• Knowledge of device management tools such as Intune or Autopilot.
• Experience with onboarding and offboarding workflows.

Equal Opportunity and Accessibility

Urbacon is an equal opportunity employer dedicated to fair hiring practices and accommodations for persons with disabilities. Candidates requiring accommodation during the hiring process will receive appropriate support. Only those selected for interviews will be contacted. This vacancy is active and applicants will be screened with AI assistance.