Job Specifications
26-11
End User Support Specialist
Information Technology Unit, Digital Technology and Services Department
Permanent Position, Category 7, Hiring Range - $84,957 - $93,371
Existing Vacancy: One position
The End User Support Specialist’s role is to act as Level 2 support to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. The End User Support Specialist would oversee Intune deployments, ServiceNow updates and changes, and maintain operating system imaging for College devices.
Responsibilities
Assist in providing Level 2 support when request volumes are high.
Act as an escalation point for advanced or difficult help requests.
Escalate incidents with accurate documentation to suitable technician or vendor, when required.
Use remote tools and diagnostic utilities to aid in troubleshooting.
Manage and deploy applications, policies, and updates via Microsoft Intune to ensure optimal performance and security of corporate devices.
Ability to Administer and manage Group Policy Objects (GPOs).
Proficient in writing PowerShell scripts to automate tasks and streamline IT operations.
Administer and maintain ServiceNow by configuring workflows, managing incidents, and automating service requests for efficiency.
Deploy and maintain OS images using Microsoft Deployment Toolkit (MDT) and Microsoft Autopilot, ensuring a streamlined process for provisioning devices.
Administer and optimize Microsoft M365 Admin Center, managing users, licenses, security policies, Exchange, SharePoint, Teams, and other M365 services.
Provide service desk support in a courteous manner and resolve problems to the end user’s satisfaction.
Monitor and respond quickly and effectively to requests received through the IT Service Desk system.
Record, track, and document all actions taken to resolve a service desk ticket.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform timely workstation hardware and software upgrades as required.
Assist with onboarding/offboarding of new users
Install, test and configure new workstations, peripheral equipment and software.
Perform preventive maintenance, including checking and cleaning of workstations, printers, and peripherals.
Maintain inventory of all equipment, software and software licenses using Inventory tracking software.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Other duties as assigned by the Infrastructure and Operations Leader, or the Manager of Information Technology.
Qualifications, Skills And Experience
College diploma or university degree in computer science or related field
Minimum of 5 years equivalent work experience
Extensive application support experience with leading Service Desk software.
Experience with the latest operating systems for Windows, Windows server, VMware and Mac OS.
Extensive application support experience with Microsoft 365, Defender 365, Endpoint, Exchange Online, Azure Active Directory, On Prem Active Directory, Adobe Acrobat Pro, and Zoom.
Extensive management and use of Microsoft Intune.
Extensive knowledge of Microsoft Deployment Toolkit and Microsoft Autopilot.
Experience with Service Desk ticket system and remote-control tools.
Knowledge of IT infrastructure like Scanners, MFP Printers, Wi-Fi, VPN, Cabling, Audio Video Equipment, Laptops, Macs, and Smart Mobile Devices.
Basic networking skills like DHCP, DNS, IP and Firewalls
Working knowledge of a range of diagnostic utilities, including ping, telnet, NS lookup.
Knowledge of ITIL or other IT service management frameworks is a plus.
Exceptional written and oral communication skills.
Interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to conduct research into service desk management issues and products as required.
Team-oriented and skilled in working within a collaborative environment.
WORK CONDITIONS
Sitting for extended periods of time.
Lifting and transporting of moderately heavy objects, such as computers and peripherals.
This position operates with a mix of remote and in-office workdays (3 days onsite).
To apply, please submit your cover letter and resume through our application portal no later than 27 January, 2026.
We use Artificial Intelligence (AI) screening to sort applications. Trained staff review applications before decisions are made.
The Ontario College of Teachers offers competitive salaries, pension, comprehensive benefits and a modern, progressive work environment. This position operates with a mix of remote and in-office workdays.
Ontario College of Teachers is