End User Support Specialist

Overview

The End User Support Specialist role at Ontario College of Teachers acts as Level 2 support to ensure proper computer operation for end users. The specialist is responsible for resolving escalated help requests, managing device deployments, and maintaining optimal IT performance.

Key Responsibilities

• Provide Level 2 support during high volume periods.
• Escalate advanced issues with accurate documentation.
• Utilize remote tools and diagnostics for troubleshooting.
• Manage and deploy applications and updates via Microsoft Intune.
• Administer Group Policy Objects and write PowerShell scripts.
• Configure and maintain ServiceNow workflows and incidents.
• Deploy and maintain OS images using MDT and Microsoft Autopilot.
• Manage Microsoft M365 services including Exchange, SharePoint, and Teams.
• Provide courteous service desk support and document ticket resolutions.
• Perform hardware and software upgrades, preventive maintenance, and inventory tracking.

Qualifications and Skills

Required qualifications include a college diploma or university degree in computer science or a related field and a minimum of 5 years of equivalent work experience. Extensive experience is required in IT support, particularly with Service Desk software, Windows systems, VMware, Mac OS, Microsoft 365, Intune, MDT, Autopilot, and PowerShell scripting. Good communication, analytical, and interpersonal skills are essential.

Work Conditions

This role involves sitting for extended periods, lifting moderately heavy equipment, and operating in a hybrid work environment with 3 days onsite.

Application Process

Applicants must submit a cover letter and resume through the application portal by 27 January, 2026. AI screening is utilized during the application process, followed by review from trained staff.

Key Skills/Competency

• Level 2 Support
• Microsoft Intune
• ServiceNow
• PowerShell
• GPO Administration
• MDT/Autopilot
• Microsoft 365
• ITIL
• Diagnostics
• Hardware/Software Upgrades