Intrust Technology Solutions Corp.

Job Type: Full-Time

Location: Greater Toronto Area (GTA), Ontario

Schedule: Monday to Friday, with Saturday rotation; approximately 40–44 hours per week

Salary: $60,000–$75,000 per year

Benefits: Vacation and health and wellness benefits

Expected Start Date: As soon as possible

About Intrust Technology Solutions Corp.:

Intrust Technology Solutions Corp. provides end-to-end managed IT solutions to dental and medical professionals throughout the Greater Toronto Area (GTA).

We are seeking a customer-focused and technically skilled IT Support Specialist to join our team. This role focuses on delivering exceptional remote technical support, resolving IT incidents efficiently, and ensuring a positive client experience while meeting established service level agreements (SLAs) and company standards.

The ideal candidate is an excellent communicator with strong troubleshooting skills, a commitment to customer service, and the ability to manage multiple priorities in a fast-paced environment. All responsibilities are carried out in alignment with the core values of Intrust Technology Solutions Corp.

Key Responsibilities:

- Provide first- and second-level technical support and incident resolution via phone, email, and online support channels.

- Respond to customer inquiries, concerns, and service requests by providing accurate, timely, and professional information.

- Diagnose and resolve hardware, software, network, firewall, internet connectivity, Microsoft 365, email, and peripheral-related issues.

- Troubleshoot and resolve technical issues involving desktop systems, servers, networking infrastructure, and business applications.

- Escalate incidents according to established escalation procedures and service level agreements.

- Direct unresolved issues to the appropriate support level and coordinate escalations to Level 3 and Level 4 technical resources.

- Create, update, and follow up on customer service tickets, ensuring clients receive timely status updates and accurate information.

- Record, track, and document the troubleshooting process,



including actions taken, decisions made, and successful or unsuccessful resolution attempts, through to final resolution.

- Create, maintain, and update a comprehensive knowledge base to support consistent and efficient service delivery.

- Follow established IT policies, procedures, service standards, and documentation requirements.

- Provide technical support for hardware and software rollout projects.

- Work collaboratively with internal team members and third-party hardware and software vendors to resolve technical issues.

- Maintain professional communication and ensure a high standard of customer satisfaction.

- Perform other duties as assigned by the supervisor.

After-Hours Support

This position requires participation in a team-based, rotating after-hours support schedule to assist clients outside normal business hours, as needed.

Qualifications and Requirements:

- A university degree or college diploma in Information Technology or a related field, or equivalent education and experience.

- 4+ years of relevant IT support, help desk, or technical support experience.

- Approximately three to five years of experience supporting Microsoft Server environments, including Windows Server 2016, 2019, 2022, and 2025, Active Directory, LAN/WAN, routers, switches, internet connectivity, network security, antivirus solutions, VPNs, and backup systems.

- Strong experience troubleshooting desktop computers, servers, network infrastructure, routers, switches, and firewalls.

- Good understanding of DNS, DHCP, TCP/IP, Group Policy, SQL, and operating system virtualization.

- Knowledge of Microsoft Office 2016/2019 and Microsoft 365 applications, including installation, configuration, and troubleshooting.





- Experience supporting Microsoft Outlook, Exchange, and email configuration and troubleshooting.

- Demonstrated experience working with third-party hardware and software vendors to resolve technical issues.

- Strong working knowledge of Windows desktop and server operating systems, networking, and internet technologies.

- Excellent written and verbal communication skills, with the ability to explain technical information clearly and professionally.

- Strong customer service, organizational, time management, and follow-up skills.

- Ability to multitask, prioritize competing demands, and work effectively in a fast-paced workplace.

- Strong teamwork skills, accountability, and a commitment to maintaining reliable attendance and work schedules.

- Ability to work independently while collaborating effectively with other technical support team members.

- Willingness to work overtime and participate in scheduled after-hours support as business needs require.

Preferred Qualifications and Assets:

- CompTIA A+ certification or an equivalent technical certification.

- Knowledge of dental practice management software or other dental technology systems.

- Basic knowledge of ITIL principles and IT service management practices.

- Experience providing technical support in managed IT services or professional healthcare environments.

What We Offer:

- Competitive annual salary of $60,000–$75,000.

- Vacation entitlement.

- Health and wellness benefits.

- Opportunities to support a variety of clients, technologies, and IT environments.

- The opportunity to expand your technical expertise and contribute to a collaborative managed IT services team.

How to Apply:

If you are a customer-focused IT professional who enjoys solving technical problems, supporting clients, and delivering reliable IT solutions, we encourage you to apply.

Please submit your resume and application for consideration.

We thank all applicants for their interest. Only candidates selected for further consideration will be contacted.

📌 IT Support Specialist (Richmond Hill)
🏢 Intrust Technology Solutions
📍 Richmond Hill