Associate, Service Desk Specialist

Responsibilities

• Provide onsite and remote technical support for end-users across Windows 11, MacOS, iOS, and Microsoft 365 environments.
• Manage and troubleshoot hardware, software, and access requests including laptops, mobile phones, and printers.
• Administer Active Directory and Azure AD objects for users, computers, and groups.
• Build and deploy devices using Intune device management and Azure virtual machine consoles.
• Monitor and respond to incidents and service requests via ServiceNow.
• Support onboarding and offboarding activities, including device provisioning and access setup.
• Identify recurring technical issues and recommend improvements to strengthen service delivery.
• Participate in a shared after-hours support rotation.

Requirements

• 5+ years of IT support experience within a complex enterprise environment.
• Expertise in Active Directory, Azure AD, Microsoft 365, and Intune administration.
• Strong troubleshooting skills for Windows 11, MacOS, and iOS devices.
• Experience using ServiceNow or a similar ITSM platform for incident and request management.
• Post-secondary education in Information Technology, Computer Science, or a related discipline.
• Proven ability to support executive users and handle sensitive issues with professionalism.

Preferred Qualifications

• Experience with PowerShell, Autopilot, SCCM, or automation.
• Knowledge of virtual desktop environments.
• ITIL v4, Microsoft, or security-related certifications.

Benefits

• Competitive, 100% company-paid extended health and dental benefits.
• Membership in a world-class defined benefit pension plan.
• Learning and development initiatives, including access to LinkedIn Learning.
• Wellness programs including yoga, meditation workshops, and nutritional consultations.
• Parental leave top-up and psychological support benefits.

About the Company

The Healthcare of Ontario Pension Plan (HOOPP) is one of Canada’s strongest and most stable defined benefit pension plans. For over 65 years, HOOPP has delivered on its pension promise to Ontario’s healthcare workers, serving more than 504,000 members. We are a purpose-driven organization committed to building an equitable, diverse, and inclusive workplace.