IT Technician

The Position

You will be the first point of contact for technology matters for the entire firm: ensuring the proper functioning of Windows laptops and Microsoft 365, configuring equipment and accounts, and resolving staff requests and, as the firm offers help desk services to its clients, those of its clients' users.

You will work directly with associates and senior staff. As the firm expands its use of Microsoft 365, Dynamics 365, and the Power Platform, you will take on the administration of the tenant and the configuration of Dynamics 365 under their direction, with a written learning plan and support for obtaining Microsoft certifications.

The position is suitable for someone with one to two years of experience in a help desk, or a recent graduate with practical experience with Microsoft technologies, who is looking for variety and responsibilities early in their career within a small team. Under the responsibility of an associate, you will have delegated administrative access and your production changes will be reviewed by senior staff.

Responsibilities

• Offer first-level technical support to all staff for Windows 10 and 11 laptops, devices, printing, Wi-Fi, VPN, and Microsoft 365 applications (Outlook, Teams, OneDrive, and SharePoint), in person, by phone, and via Teams.
• Manage the support request queue: log, prioritize, resolve, and close requests with clear notes, and escalate to experienced staff as needed.
• Prepare, enroll, and recover Windows devices via Intune and Autopilot, and prepare equipment so that new staff members are productive from their first day.
• Manage onboarding, transfer, and departure processes for accounts, licenses, groups, mailboxes, devices, and equipment returns, in accordance with the firm's checklist.
• Offer on-site, in-person support as needed, in various locations in the national capital region.
• Administer routine Microsoft 365 tasks under the direction of senior staff, including password and multi-factor authentication issues, group membership, shared mailboxes, SharePoint permissions, and license assignment in Entra ID, Exchange Online, Intune, SharePoint, and Teams.
• Take on configuration work as skills develop, including Intune policies, sharing settings, Teams and SharePoint governance, and license cleanup.
• As skills develop, support Dynamics 365 users for access and usage questions, and assist senior staff with implementations by configuring test environments (sandboxes), reviewing user acceptance tests, cleaning up data, and training end-users.
• Learn Power Automate and, over time, create flows and applications that eliminate repetitive work within the team.
• Maintain a knowledge base composed of short practical articles for recurring requests.
• Over time, offer first-level support to client users as the firm will be offering help desk services to its clients.
• Contribute to client mandates according to assignments, such as Microsoft 365 administration, device management, or cybersecurity work, under the direction of senior staff.
• Perform any other tasks assigned by the associates.

Qualifications

• One to two years of experience in Windows and Microsoft 365 support in a workplace setting, with a managed service provider, in a co-op program, or as an intern. Recently graduated individuals with practical experience in a Microsoft lab or internship and having already solved real support issues are encouraged to apply.
• Diploma or college certificate in information technology or a related field, or equivalent experience.
• Ease in troubleshooting Windows 10 and 11, including device setup, updates, drivers, and connectivity.
• Practical knowledge of Microsoft 365 applications and basic understanding of Microsoft 365 administration centers.
• Clear, patient, and professional communication with non-technical colleagues or clients, in person and in writing.
• Sense of organization and reliability: tickets are kept up to date, work is documented, and requests are followed through.
• Obvious interest in Microsoft cloud services and business applications, and commitment to obtaining certifications.
• Ability to use AI tools effectively and responsibly, including verifying results and protecting confidential information.
• Discretion and professionalism in managing the firm's personnel, device, and data accounts.
• Proficiency in English, both written and spoken, is required.

Assets

• Practical experience with Intune, Entra ID, Exchange Online, or SharePoint administration.
• Knowledge of Dynamics 365, Business Central, Power Automate, or Power Apps, including through courses or a personal lab.
• PowerShell scripting.
• Microsoft certifications such as MS-900, MD-102, PL-900, MB-910, or MB-920.
• Proficiency in Inuktitut or French.
• Experience supporting external clients, for example, with a managed service provider.
• Experience in a professional services environment (law, accounting, consulting, architecture, or engineering).
• Eligibility to obtain and maintain a Government of Canada security clearance at the Reliability level.
• Interest in the Canadian Arctic and Inuit Nunangat.