At Encore, we possess the expertise in field sales to ensure our clients are successful in their most critical market channels. Going deep with few…being nimble and responsive for us is more than a turn of phrase; it is a way of life…and it comes down to the following Vision and Mission that compel us to outperform every day.

Our Vision: The first choice for tier one organizations seeking to optimize their field sales investment.

Our Mission: Provide uncompromising quality of service and unparalleled calibre of thinking…developing strategies and delivering solutions that enable our clients to win.

ROLE OVERVIEW
We are seeking a service-oriented Helpdesk Support Specialist to support our Technical Support Team and the broader IT operations.

This role focuses on front-line ticket triage, device preparation and logistics, Windows laptop and iPad support, and assisting with employee onboarding and offboarding processes. The successful candidate will play an important role in keeping day-to-day technical operations running smoothly in a fast-paced environment.

This is an excellent opportunity for someone building their IT career who enjoys hands-on technical support and operational coordination.

What You'll Do
Front-Line Help Desk Support

Respond to inbound help desk tickets, phone calls, and email requests.

Perform Level 1 troubleshooting for Windows laptops, iPads, and Microsoft 365 tools.

Escalate more complex issues to the Technical Support Staff.

Device & Asset Management

Configure and prepare iPads and Windows laptops for deployment.

Assist with imaging, software installation, and device setup.

Ship, receive, track, and reconcile hardware inventory.

Onboarding & Offboarding Support

Assist with Microsoft 365 account setup and deactivation.





Prepare devices and coordinate shipment for current hires and returned equipment from departing employees.

Ensure access removal and asset reconciliation are completed accurately.

Administrative & Operational Support

Document common issues and procedures.

Support ticket updates and internal reporting as needed.

What You Bring

Organized, dependable, and detail-oriented.

Calm and professional when handling support requests.

Able to manage multiple priorities efficiently.

Willing to assist with hands-on physical tasks, including unboxing and packing devices.

Strong written and verbal communication skills (English required; French is an asset).

Comfortable supporting iPads and Windows laptops.

Familiarity with Microsoft 365 tools, including Outlook, Teams, Word, and Excel.

Strong time management and customer service mindset.

Nice to Have

Previous help desk or customer support experience.

Experience with ticketing systems (Zendesk or similar).

Exposure to Microsoft 365 administration or Intune.

Interest in growing within IT support or systems administration.

Perks & Benefits that set us apart
We believe great work comes from having the right balance of flexibility, support, and time to recharge:

Work-Life Flexibility: Hybrid working schedule with 2 days per week in office, plus summer hours to help you make the most of the season.

Time to Recharge: 3 weeks' vacation, your birthday off, and a December holiday hiatus to disconnect and enjoy the season.

Health & Wellness Coverage: Comprehensive medical and dental benefits to support you and your family.

Stay Connected: A monthly communications allowance to help cover the cost of staying connected.

A Culture that Values Balance: We're focused on creating an environment where people can do great work while maintaining flexibility and time for what matters outside of work.

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📌 Help Desk Support Specialist (Ontario)
🏢 Encore Market Engagement
📍 Ontario