Helpdesk/Desktop Support Technician

Our company is rooted in family values, a bold vision and relentless determination to continuously raise the bar and make a positive difference in consumers' lives. Founded in 1972, we’ve grown organically from a one-person import wine business into an international drinks company. Our hallmarks include a portfolio of iconic beverage brands— White Claw Hard Seltzer, Dillon's Small Batch Distillers, and Olé Cocktail Co.
We’re looking for an experienced Desktop Support Technician to own day‑to‑day end‑user IT support for our Toronto office. This is a highly visible, hands‑on role supporting a fast‑paced, growing corporate environment where judgment, prioritization, and customer service matter just as much as technical skill. You’ll be the primary on‑site IT presence—trusted to assess urgency, manage expectations, and deliver reliable support—while partnering closely with a broader Corporate IT team for escalation and collaboration. This role is ideal for someone who thrives in autonomy, understands structured IT service processes, and takes pride in owning their space. This role is fully on‑site in Toronto, Monday to Friday . Provide in‑person desktop and end‑user support for hardware, software, and applications in a mid‑to‑large enterprise environment
Triage, prioritize, and resolve service tickets in line with defined OLAs, exercising sound judgment on urgency and impact
Deliver excellent customer service while confidently setting expectations and saying “no” when appropriate
Manage IT hardware lifecycle including receiving, deployment, redeployment, and asset tracking
Support new hire onboarding with device setup, access provisioning, and first‑day readiness
Identify opportunities to improve IT service operations, processes, and user experience
Escalate issues appropriately and collaborate with IT Service Desk and Desktop Support partners across the organization
3+ years of hands‑on desktop or end‑user support experience in a corporate or enterprise IT environment

• Experience supporting Windows 10, Microsoft 365 (O365), and macOS environments
• Working knowledge of Active Directory and Microsoft Exchange
• Experience using a ticketing system (ServiceNow strongly preferred)
• Strong understanding of IT service management concepts (ITIL knowledge preferred; Confident communicator who can translate technical concepts to non‑technical users
• Comfortable being on‑site daily and acting as the primary IT presence for the office

Experience with Intune application deployment and Autopilot
Knowledge of networking, cabling, PBX telephone systems, or Microsoft Server environments
ITIL Foundations v4 certification
Experience supporting a growing office or expansion environment
High ownership and visibility—you truly “own” the Toronto office IT experience
Opportunity to build strong relationships with local stakeholders while being backed by a larger IT organization
A role where attitude, judgment, and service mindset are just as critical as technical ability
We offer competitive compensation that recognizes individual and company performance. The typical hiring range for this position is $60,000 - $75,000 annually complemented by a bonus plan; Extended health and dental benefits, and mental health plans with 24/7 access to a primary care physician via Lumino Health
Maternity & Adoption Leave Top Up and Paid Secondary Caregiver Leave
An extensive offering of world leading learning and development programs to empower your career development – in-person and digital offerings with internationally renowned resources like Franklin Covey and Lumina.
Hybrid work environment of 4-days a week in-office
It is the driving force behind why we do what we do every single day, connecting our global organization across all business units, roles, and locations. Best in Our Craft
We set the standard with a pursuit of excellence that can be found in everything from our products and processes to our plants and people.
We bring humility, authenticity, fun, and support to every collaboration and celebrate wins as a team.