About the role

IT Support Technician providing technical assistance and support using Windows and macOS systems at The Canadian Press in Toronto. Collaborating on IT operations and service delivery in a hybrid work environment.

Responsibilities

Provide timely support for user and client requests, resolving issues directly or escalating them when needed.
Act as a point of contact for device, application, account and access-related support.
Troubleshoot hardware, software, network, access and application issues.
Install, configure, upgrade and support Windows, macOS and mobile devices, including endpoint management.
Support Microsoft 365, Active Directory, Azure AD, onboarding, offboarding and access changes.
Assist with patch management, device compliance, endpoint security, antivirus/EDR alerts, MFA and other security-related support activities.
Use scripting or automation where appropriate to support repeatable tasks and improve support processes.
Help users adopt and use new technologies, including business applications, workflow tools and AI-enabled tools.
Create and maintain support documentation, procedures, checklists and user guides.
Provide technical support for critical business events, including lockups, elections, budget days and other time-sensitive operational needs.
Assist in the ongoing improvement of IT support processes and service delivery.

Education in information technology, computer systems or a related field, or equivalent work experience.
Three to five years of IT support experience.
Strong experience supporting Windows, macOS and mobile devices.
Experience supporting Microsoft 365, Azure AD, Apple devices, Adobe products and common business applications.
Experience with endpoint management, patching, device compliance and security.
Strong troubleshooting skills across devices, applications, access and cloud-based services.
Strong communication skills, with the ability to explain technical issues clearly to non-technical users.
Experience or interest supporting AI tools, automation tools or new workplace technologies.
Ability to balance competing priorities, respond to urgent issues and work effectively with users across the organization.
French-language skills are an asset.