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IT Specialist

at Demant

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Posted 3 days ago

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About the role

  • IT Specialist providing technical support for end users at Demant's Kitchener location and remotely. Delivering IT services, managing requests, and ensuring a positive user experience.

Responsibilities

  • Reporting to the IT Manager, the IT Specialist provides front-line technical support and IT services to end users, on-site at our Kitchener location, and remotely throughout Canada.
  • Delivers in-person, phone, and remote support for hardware, software, and network-related issues while ensuring a positive and consistent user experience.
  • Supports day-to-day IT operations, assists with onboarding and offboarding activities, and contributes to the effective management of IT requests and assets.
  • Serves as a primary point of contact for end users regarding IT-related issues and requests.
  • Provides Level 1 support and assists with Level 2 issues across hardware, software, and network environments.
  • Ensures IT support tickets are accurately logged, prioritized, and resolved in a timely manner.
  • Delivers IT support through multiple channels, including the ticketing system, phone, remote sessions, and onsite walk-ups, ensuring accessible assistance for all users.
  • Escalates more complex issues to senior IT staff, internal teams or vendors as required, while maintaining ownership and follow-up.
  • Supports onboarding and offboarding activities, including account setup, equipment imaging and user provisioning.
  • Configures, installs, and maintains end-user devices, including laptops, desktops, peripherals, and mobile devices.
  • Assists with the maintenance of IT assets and inventory, ensuring accurate tracking and documentation.
  • Provides support for business apps, Microsoft 365, remote access tools, and internal software.
  • Ensures adherence to company IT policies, procedures, and security standards.
  • Contributes to a positive user experience by delivering professional, courteous, and timely support.

Requirements

  • Post-secondary education in Information Technology, Computer Science, or a related field preferred, or equivalent combination of education and experience.
  • Professional certifications a plus (CompTIA, HDI, ITIL, Microsoft)
  • 1–3 years of experience in an IT support, service desk, or help desk role.
  • Strong working knowledge of Microsoft Windows and Microsoft 365 (Outlook, Teams, Office applications).
  • Foundational understanding of Active Directory or Azure/Entra ID concepts.
  • Experience troubleshooting laptops, desktops, printers, and peripherals.
  • Familiarity with ticketing systems (ServiceNow) and IT service processes.
  • Demonstrated proficiency in administering the following technologies: SCCM, Microsoft Exchange, Active Directory, Bitlocker, Microsoft Azure, DHCP, LAN, and WAN.
  • Exposure to remote support tools (TeamViewer) and mobile device support (iOS/iPadOS) considered an asset.
  • Strong customer service orientation with the ability to communicate technical information clearly and professionally.
  • Good organizational and time management skills, with the ability to manage multiple tasks and priorities.
  • Willingness to learn and develop technical skills in a fast-paced environment.
  • Ability to lift up to 25 lb boxes and travel occasionally to support clinic locations.
  • A valid driver's license and/or a dependable method of transportation are required to report to the office location.

Benefits

  • Competitive salary and bonus
  • Flexible work arrangements
  • Comprehensive health and dental benefits
  • Fitness/Exercise spending account
  • Group RRSP and company match
  • Paid vacation, and paid personal days
  • Dynamic work atmosphere
  • Career development programs and opportunities
  • Social events and thriving culture

Job title

It Support

Job type

Full Time

Experience level

Junior

Salary

Not specified

Degree requirement

Associate's Degree

Tech skills

AzureiOSServiceNow

Location requirements

OnsiteKitchenerCanada

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