The posting
Job Description
Desktop Support Specialist
Amica Support Office, Downtown Toronto
Full-Time Contract - 6 months
3 days in Office (Mon-Wed)
Amica embraces pay- for- performance compensation philosophy and offers a competitive total compensation package designed to reward performance.
Expected Salary Range : $61,000-$76,000
Benefits: Comprehensive health, dental, and vision coverage, retirement plan contributions, disability, and employee wellness programs. Vacation: Generous annual vacation entitlement, aligned with company policy.
Compensation is determined based on skills, experience, and qualifications. Candidates whose experience surpasses the expectations for this role may be eligible for compensation above the advertised range.
About Us
Amica is setting a new standard for senior living in Canada by combining unparalleled premium hospitality and amenities with expert care and support to deliver a personalized senior living experience. Committed to enriching the lives of seniors now and as their needs change, Amica offers Independent Living (IL), Assisted Living (AL) and Memory Care (MC) lifestyle options. Established in 1996, the company operates over 33 residences in British Columbia, and Ontario, with plans to continue expansion in select markets.
Become part of a team where you can make a real impact in the lives of others each and every day.
The Opportunity
We are seeking a highly motivated and customer-focused Desktop Support Specialist to join our End User Services team.
Reporting to the Manager of End User Services, this hands-on role is responsible for providing Tier 2 and Tier 3 technical support to employees at our Toronto Support Office, remote employees across Canada, and staff across our residence portfolio.
The Desktop Support Specialist will support and administer a broad range of workplace technologies, including Microsoft 365, Microsoft Intune, Active Directory, Windows and iOS devices, enterprise applications, and collaboration platforms. The successful candidate will play a key role in device lifecycle management, onboarding and offboarding activities, hardware deployments, and delivering an exceptional end-user support experience.
This position requires four days per week on-site at our downtown Toronto office and occasional travel to residence locations.
What you will be doing
End User Support
- Deliver on-site and remote Tier 2 and Tier 3 support to employees across Canada.
- Troubleshoot and resolve hardware, software, mobile device, and application issues.
- Provide support for Windows 11, iOS/iPadOS, printers, peripherals, conferencing equipment, and collaboration technologies.
- Support executives and end users with professionalism, urgency, and exceptional customer service.
Microsoft 365 & Identity Support
- Troubleshoot Microsoft 365 issues, including Outlook, Teams, OneDrive, SharePoint, and Exchange Online.
- Administer Active Directory and Microsoft Entra ID, including user accounts, security groups, distribution lists, shared mailboxes, and license assignments.
- Support onboarding, offboarding, and employee transfer activities.
- Assist with multi-factor authentication (MFA), password resets, and account access requests.
Endpoint Management
- Configure, deploy, and support Windows devices using Microsoft Intune and Windows Autopilot.
- Prepare, refresh, redeploy, and decommission laptops, desktops, and mobile devices.
- Support endpoint security initiatives, Windows updates, application deployments, and device compliance activities.
- Maintain accurate hardware inventory and asset records.
Enterprise Application Support
- Install, configure, and troubleshoot business applications and endpoint software.
- Support enterprise applications including:
- Yardi
- Mealsuite
- ADP
- Concur
- Printix
- iAuditor
- Power Apps
- Azure Virtual Desktop
- Coordinate with vendors and internal application teams to resolve escalated issues.
Service Delivery & Documentation
- Create, update, and resolve incidents and service requests using ServiceNow.
- Maintain knowledge base articles, support documentation, and technical procedures.
- Coordinate shipping, receiving, and inventory management for IT equipment.
- Identify recurring issues and recommend process improvements that enhance the end-user experience.
- Participate in technology deployments, office moves, hardware refresh initiatives, and other IT projects.
What we’re looking for
- Bachelor’s degree, college diploma, or equivalent experience in Information Technology, Computer Systems, or a related field.
- Minimum of 3 years of experience in desktop support, technical support, or end-user computing.
- Strong hands-on experience supporting:
- Windows 10/11
- Microsoft 365
- Printers and peripherals
- Mobile devices and tablets
- Enterprise applications
- Working knowledge of:
- Microsoft Intune
- Windows Autopilot
- Microsoft Entra ID
- Active Directory
- Exchange Online
- Teams
- OneDrive
- SharePoint
- Experience supporting iOS and iPadOS devices in a corporate environment.
- Solid understanding of networking fundamentals, including:
- TCP/IP
- DNS
- DHCP
- Wi-Fi
- VPN
- Routing and subnets
- Excellent troubleshooting and problem-solving abilities.
- Strong customer service and communication skills with the ability to explain technical concepts to non-technical users.
- Ability to prioritize and manage multiple support requests in a fast-paced environment.
- Ability to work independently and collaboratively within a team environment.
- Flexibility to travel periodically to residence locations.
Working Conditions
- Primarily office-based role
- Regular interaction with senior leadership, operational leaders, and cross-functional stakeholders across the organization.
- Ability to work effectively in a fast-paced, highly collaborative environment.
- May require l travel to residences, or off-site business meetings and planning sessions.
- May be required to work additional hours during peak business periods, including annual operating plan development, forecast cycles, and board reporting periods.
- Operates in a dynamic, fast-paced environment requiring adaptability, responsiveness, and sound decision-making under pressure.
What you can expect from us
- A diverse and inclusive environment where individual differences are celebrated, and you’re encouraged to be your best self
- Collaborative environment where we work together to succeed as a team
- Learning and development opportunities to help you grow
- Office is centrally located in the financial district, on the PATH and the TTC subway line, and provides easy access to downtown amenities
- Some travel required (< 5%)
- Hybrid work model, in office 3 times a week
At Amica Senior Lifestyles we are passionate about working together in a supportive and inclusive environment that fosters innovation and turns ideas into action. We remain committed to creating workplaces that reflect the communities in which we operate. We are actively seeking applicants from all religions and ethnicities, LGBTQ2s+, Black, Indigenous, racialized people, and persons with disabilities and encourage people from all backgrounds to apply for our positions.
Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the Bona-fide requirements for the open position. Applicants need to make their requirements known when contacted.
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