Job Summary

The IT Support Specialist provides hands-on technical support across ONWARD, ensuring employees have reliable, secure, and timely access to the tools they need to work effectively. This role reinforces the IT Operations function and support demand, helping stabilize day to day services while long term transformation initiatives progress.

The role focuses on troubleshooting, endpoint management, onboarding/offboarding, and ensuring smooth daily IT operations across a regulated medical device environment.

Responsibilities

• Provide L1/L2 support for laptops, accounts, M365 and other productivity tools.
• Troubleshoot hardware/software issues and resolve tickets promptly.
• Prepare and configure devices (Windows/macOS) for new hires.
• Assist with onboarding/offboarding accounts, access, equipment.
• Handle basic network troubleshooting.
• Maintain IT inventory: laptops, phones, and other accessories.
• Assist with any ongoing IT projects.
• Ensure devices meet basic security requirements (updates, antivirus, compliance alerts).
• Follow IT checklists and procedures for equipment and accounts.
• Perform routine user access updates (add/remove permissions) following approval flows.
• Provide friendly, clear, and patient support to employees across the organization.
• Communicate updates and resolutions in a way users understand.
• Help improve the employee IT experience by flagging recurring issues and proposing fixes.
• Contribute to simple documentation, FAQs, and user guides to reduce repetitive problems.

Experience, Qualifications & Skills

• Bachelor’s degree in computer science, Informatics, or equivalent experience
• 1–2 years of hands-on experience in IT Support / Helpdesk
• Solid understanding of Windows and macOS environments
• Experience with Microsoft 365, endpoint configuration, and identity management
• Service-oriented and user-focused mindset
• Excellent communication and interpersonal skills
• Highly organized with strong attention to detail
• Fluent in both English and French

Supervision

Individual contributor reporting to the Senior IT Manager