The Role
You will be the first point of contact for technology across the firm: keeping Windows laptops and Microsoft 365 working, setting up equipment and accounts, and resolving requests for staff and, as the firm extends help-desk services to clients, for client users.
You will work directly with the partners and senior staff. As the firm grows its use of Microsoft 365, Dynamics 365, and the Power Platform, you will take on tenant administration and Dynamics 365 configuration under their direction, with a written learning plan and support for Microsoft certifications.
The position suits someone with one to two years of help-desk experience, or a recent graduate with hands-on Microsoft experience, who wants variety and responsibility early in a small team. You will report to a partner, work within delegated administrative access, and have senior review on production changes.
Responsabilités
- Provide first-line technical support to all staff for Windows 10 and 11 laptops, peripherals, printing, Wi-Fi, VPN, and Microsoft 365 applications (Outlook, Teams, OneDrive, and SharePoint), in person, by phone, and through Teams.
- Own the support queue: log, prioritize, resolve, and close requests with clear notes, and escalate to senior staff when needed.
- Build, enrol, and recover Windows devices through Intune and Autopilot, and prepare equipment so new staff are productive on their first day.
- Run the joiner, mover, and leaver process for accounts, licences, groups, mailboxes, devices, and equipment return, following the firm’s checklist.
- Provide deskside support in person, when needed, at locations in the National Capital Region.
- Administer day-to-day Microsoft 365 tasks under senior direction, including password and multi-factor authentication issues, group membership, shared mailboxes, SharePoint permissions, and licence assignment across Entra ID, Exchange Online, Intune, SharePoint, and Teams.
- Take on configuration work as skills develop, including Intune policies, sharing settings, Teams and SharePoint governance, and licence clean-up.
- As skills develop, support Dynamics 365 users with access and how-to questions, and assist senior staff on implementations through sandbox configuration, user acceptance review, data clean-up, and end-user training.
- Learn Power Automate and, over time, build flows and apps that remove repetitive work for the team.
- Maintain a knowledge base of short how-to articles for recurring requests.
- Over time, provide first-line support to client users as the firm extends help-desk services to clients.
- Contribute to client engagements as assigned, for example Microsoft 365 administration, device management, or cybersecurity work, under the direction of senior staff.
- Perform other duties as assigned by the partners.
Qualifications
- One to two years supporting Windows and Microsoft 365 in a workplace, managed service provider, co-op, or internship. Recent graduates with hands-on Microsoft lab or internship experience and a record of solving real support issues are encouraged to apply.
- A college diploma or certificate in information technology or a related field, or equivalent experience.
- Confident troubleshooting Windows 10 and 11, including device setup, updates, drivers, and connectivity.
- Working knowledge of Microsoft 365 applications and a basic understanding of the Microsoft 365 admin centres.
- Clear, patient, and professional communication with non-technical colleagues or clients, in person and in writing.
- Organized and reliable: tickets are kept current, work is documented, and requests are seen through to completion.
- A demonstrated interest in Microsoft cloud services and business applications, and the commitment to earn certifications.
- Able to use AI tools effectively and responsibly, including verifying outputs and protecting confidential information.
- Discretion and professionalism when handling staff accounts, devices, and firm data.
- Proficiency in written and spoken English is required.
Assets
- Hands-on administration of Intune, Entra ID, Exchange Online, or SharePoint.
- Exposure to Dynamics 365, Business Central, Power Automate, or Power Apps, including coursework or a home lab.
- PowerShell scripting.
- Microsoft certifications such as MS-900, MD-102, PL-900, MB-910, or MB-920.
- Proficiency in Inuktut or French.
- Experience supporting external clients or customers, for example at a managed service provider.
- Experience in a professional-services environment (law, accounting, consulting, architecture, or engineering).
- Eligibility to obtain and maintain a Government of Canada security clearance at the Reliability Status level.
- Interest in the Canadian Arctic and Inuit Nunangat.
