Help Desk Specialist

Atlas-Apex Roofing Inc., founded in 1928, is a premier industrial, commercial, and institutional roofing, waterproofing, and sheet metal contractor. Serving clients locally and across Canada, the company is recognized for its technical expertise, quality workmanship, and strong customer focus. Team members join a stable, growth-oriented organization committed to professional standards and reliable service.

We offer a culture built on teamwork, diversity, and a passion for success. Opportunities are available throughout the company for talented, experienced, and career-driven individuals. We take great care of our employees through competitive compensation and a comprehensive benefits program.

Role Description

The Help Desk Specialist is a full-time, on-site role based in Toronto, ON, providing first-level technical support to internal users across multiple branches. Responsibilities include responding to help desk tickets, phone calls, and walk-up requests; troubleshooting hardware, software, and connectivity issues; and setting up and maintaining computers, mobile devices, phones, and peripherals.

The role includes assisting with user onboarding and offboarding, account access, equipment deployment, and IT asset tracking. The Help Desk Specialist documents issues and resolutions, escalates complex problems appropriately, and follows established procedures and service-level expectations. Clear communication, ownership of assigned tickets, and contributions to IT documentation and process improvements are essential.

Qualifications

• Minimum of three years of experience in an IT help desk, desktop support, or similar technical support role.
• Strong troubleshooting skills, including the ability to diagnose and resolve hardware, software, and connectivity issues.
• Excellent customer service skills, with the ability to explain technical concepts in clear, accessible language.
• Strong problem-solving abilities, attention to detail, and time management skills, with the ability to prioritize competing requests.
• Excellent verbal and written communication skills and the ability to collaborate with users, IT colleagues, and external vendors.
• Ability to work independently, take ownership of assigned issues, and follow through to resolution.
• Experience maintaining accurate ticket records, technical documentation, and knowledge base articles.
• An IT-related diploma, certification such as CompTIA A+, or equivalent practical experience is preferred.

Technical Skills

• Windows and hardware: Hands-on experience supporting Windows 11 and later versions, laptops, desktops, docking stations, monitors, and peripherals.
• Microsoft 365: Experience supporting Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint, along with basic Microsoft 365 admin center tasks.
• User and access management: Working knowledge of Active Directory and Microsoft Entra ID, including user accounts, group membership, password resets, permissions, and basic Group Policy troubleshooting.
• Endpoint management and deployment: Experience with desktop provisioning, application deployment, patching, and endpoint management tools such as ManageEngine Endpoint Central or Microsoft Intune. Familiarity with Windows Autopilot is beneficial.
• Mobile devices: Experience configuring and troubleshooting Android and iOS devices, including email, mobile connectivity, and mobile device management enrollment.
• Networking and remote access: Understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN connectivity, and basic network troubleshooting. Experience with Remote Desktop and remote support tools.
• VoIP: Experience supporting desk phones, softphone applications, headsets, and basic call routing. Familiarity with TELUS Business Connect or RingCentral is preferred.
• Printers: Experience installing, configuring, and troubleshooting network printers, print queues, drivers, and scanning functions.
• Security: Familiarity with multi-factor authentication, endpoint protection, phishing awareness, and secure account and device handling. Experience supporting tools such as Duo, Cato, or Sophos is an advantage.
• Ticketing and asset management: Experience using ticketing systems such as Jira Service Management and maintaining equipment inventories and assignment records.
• Additional skills: Experience supporting meeting room equipment and video conferencing systems.

We offer

• Competitive wages based on experience.
• A comprehensive benefits program for you and your family.
• Eligibility to enroll in the company pension program.
• Comprehensive safety training and a safe, COR-certified workplace committed to health and safety.
• Ongoing professional and industry-specific training, with opportunities to develop your skills and advance your career.
• A team-oriented culture that values diversity, collaboration, and shared success.