IT Front Line Support Technician

**IT Frontline Support Technician** **Location:** Park Place Seniors Living - Head Office **Department:** Information Technology **Reports To:** IT Manager **Employment Type:** Full-Time **Position Overview** Park Place Seniors Living has a full-time opportunity for an IT Frontline Support Technician to provide first-line technical support to employees across multiple locations. Reporting to the IT Manager, this position is responsible for resolving day-to-day technology issues, managing Service Desk requests, supporting Microsoft 365 and end-user devices, and maintaining accurate documentation and equipment inventory. The successful candidate will be technically capable, service-oriented, organized, and comfortable supporting users with varying levels of technical knowledge. **Duties and Responsibilities** * Provide Tier 1 technical support for Windows PCs and laptops, mobile devices, software, printers, scanners, network connectivity, and other peripherals. * Manage assigned Service Desk tickets from initial contact through resolution, including troubleshooting, documentation, user communication, and follow-up. * Prioritize support requests based on urgency, business impact, and service requirements. * Set up, configure, deploy, and troubleshoot workstations, laptops, mobile devices, and related equipment. * Support Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, and user account or access issues. * Perform basic LAN, Wi-Fi, and network connectivity troubleshooting, including network cabling diagnosis and installation where required. * Maintain accurate IT equipment inventory and Service Desk records. * Create and maintain troubleshooting guides, procedures, and end-user documentation. * Support cybersecurity and endpoint protection requirements, including device compliance, security updates, and escalation of suspected security incidents. * Assist with new employee technology setup and onboarding. * Escalate complex or recurring issues with clear troubleshooting notes and supporting information. * Communicate clearly and professionally with users, site leadership, IT team members, and external vendors. * Assist with IT projects, equipment deployments, and other technology initiatives as assigned. * This position may include travel. **Required Qualifications** * Minimum 2 years of IT Service Desk, Help Desk, or similar technical support experience, or an equivalent combination of education and practical experience. * College certificate or diploma in Information Technology, Computer Systems, Networking, or a related field. * Strong troubleshooting skills with Windows PCs, laptops, printers, mobile devices, and peripherals. * Working knowledge of Windows 10/11 and Microsoft 365. * Working knowledge of networking concepts, including TCP/IP, DHCP, DNS, LAN, and Wi-Fi. * Strong customer service and interpersonal skills, with the ability to explain technical issues clearly to non-technical use