IT Support Specialist

Key Responsibilities

• Deliver responsive technical support and resolve escalated issues across RDH’s IT environment.
• Administer and improve IT service delivery, including ticketing, workflows, documentation, reporting, and service standards.
• Manage endpoint systems and device lifecycle using tools such as Microsoft Intune and Autopilot, including deployment, patching, monitoring, and remediation.
• Support Microsoft 365 and identity platforms, including Entra ID, Exchange Online, Teams, SharePoint, user access, and licensing.
• Support office technology, hardware, networks, and core infrastructure across RDH offices.
• Identify recurring issues and use root cause analysis, automation, and AI-assisted workflows to improve reliability and reduce manual support effort.
• Maintain IT documentation, knowledge resources, asset records, and operational procedures.
• Support operational security, including endpoint alerts, phishing investigations, backups, recovery procedures, and compliance activities.

Qualifications

• 3–5 years of experience in IT operations, systems administration, endpoint management, service desk operations, or a similar technical role
• Hands-on experience with Microsoft Intune, Microsoft 365 administration, Entra ID/Azure AD, Windows administration, endpoint and infrastructure troubleshooting, and remote support tools
• Experience working within a modern, cloud-first IT environment
• Certificate, diploma, or degree in a related field is an asset
• Experience with IT service management platforms, RMM tools, automation or scripting, and AI-assisted support platforms is an asset
• Familiarity with Egnyte, Microsoft Defender, endpoint security, and patch management tools is an asset
• Exposure to AI agents, workflow automation, and operational analytics is an asset

Skills and Competencies