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Added 10 mins ago
Service Desk Technician - Temporary Full-Time
Brockville General Hospital
Brockville, ON
Full-time
The Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively…
Added 11 mins ago
Guest Service Agent
Germain Hôtels
Ottawa, ON
Part-time
…guests when they arrive at one of our establishments. The Guest Service Agent informs, greets, and helps generate personalized attention to ensure our guests have a memorable…
Added 24 mins ago
Sales Intern
Boomerang HFX
Toronto, ON
Full-time
…performance-based progression. Rather than placing interns behind a desk, the team believes in giving individuals direct exposure to customer interaction, campaign execution, and…
Added 24 mins ago
Customer Support Specialist
Kim Cosic Consulting Inc.
Vaughan, ON
$23 to $27 CAD / hour
Full-time
…handling a wide variety of tasks from facilitating warranty service to providing general product information, having a good understanding of the relevant knowledge bases and resources will…
Added 24 mins ago
IMA Project Manager
Software Guidance & Assistance, Inc. (SGA, Inc.)
Mississauga, ON
Full-time
Ability to influence and build collaborative relationships across Global Markets front-to-back stakeholders, e.g., trading desk, finance, operations, technology, risk management
Added 24 mins ago
Leisure Sales Account Executive - Hybrid
Park'N Fly
Mississauga, ON
Full-time
Provides inside sales support to the travel industry, inclusive of handling all requests via an online customer service desk
Added 26 mins ago
Desktop and System Support Technician, Intermediate
Linamar Corporation
Guelph, ON
Full-time
Complete assignments from the Service Desk efficiently and effectively within assigned priority to meet SLA.
Added 41 mins ago
Physiotherapy Assistant (Casual)
CBI Health
Moncton, NB
Part-time
Perform front desk/ reception and other administrative duties as requested by Facility Manager
Added 41 mins ago
Assistant Studio Manager
Orangetheory Fitness 1037890
AB · Calgary, AB
Full-time
Working at our front desk which includes answering phones and talking to members among other tasks
Added 41 mins ago
Work Desk Representative, Office
ATCO Group
Vegreville, AB
Full-time
The Work Desk Representative – Office (WDR), is responsible for responding to inbound inquiries through oral and written communication. This position is accountable for the information…
Added 54 mins ago
Medical Receptionist
Latitude Pediatric Dermatology
AB · Edmonton, AB
Full-time
Candidates should possess strong receptionist duties and front-desk administrative skills, including greeting patients, managing check-in/check-out, and handling inquiries.
Added 54 mins ago
PepsiCo Beverages Part-Time Merchandiser - Melfort
PepsiCo
Tisdale, SK
…to be out in the world rolling up your sleeves than behind a desk all…
Added 54 mins ago
PepsiCo Beverages Part-Time Merchandiser - Melfort
PepsiCo
Nipawin, SK
…to be out in the world rolling up your sleeves than behind a desk all…
Added 54 mins ago
PepsiCo Beverages Part-Time Merchandiser - Melfort
PepsiCo
Saskatoon, SK
…to be out in the world rolling up your sleeves than behind a desk all…
Added 54 mins ago
(CAN) General Merchandise Associate
Walmart Canada
Trenton, ON
Full-time
…location and processes recovery merchandise from the Customer Service desk and other areas of the…
Added 54 mins ago
General Merchandise Associate
Walmart Canada
AB · Edmonton, AB
Full-time
…location and processes recovery merchandise from the Customer Service desk and other areas of the…
Added 54 mins ago
Receptionist (M/F/NB) GERMAN
MAMA SHELTER
Zurich, ON
Full-time
…together. We offer our guests a joyful atmosphere and exceptional service at an affordable…
Added 54 mins ago
(CAN) General Merchandise Associate
Walmart Canada
Brampton, ON
Full-time
…location and processes recovery merchandise from the Customer Service desk and other areas of the…
Added 54 mins ago
(CAN) General Merchandise Associate
Walmart Canada
Listowel, ON
Full-time
…location and processes recovery merchandise from the Customer Service desk and other areas of the…
Added 54 mins ago
(CAN) General Merchandise Associate
Walmart Canada
Brampton, ON
Full-time
…location and processes recovery merchandise from the Customer Service desk and other areas of the…
Added 54 mins ago
Customer Service Representative
Boomerang HFX
Toronto, ON
Full-time
Customer service, retail, hospitality, front desk, reception or call centre experience
Added 1 hour ago
Business Operations Analyst
Export Packers
Brampton, ON
Full-time
…built itself into a global food expert, providing exceptional service and innovative solutions to its industry partners. The company’s success is driven by its dedicated employees'…
Added 1 hour ago
Reception & Administrative Coordinator
The Butcher Shoppe
Toronto, ON
$20 to $23 CAD / hour
Full-time
Coordinate the office. Manage couriers, vendors, building management and service providers. Support office events, meetings and daily office requirements. Keep communication flowing between…
Added 1 hour ago
Field Service Technician
Endress+Hauser Group
Calgary, AB
Full-time
We are looking for a Field Service Technician to join our group to provide high level technical support to both internal and external customers. Working under minimal supervision, trouble…
Added 1 hour ago
Front Desk Office Assistant
Onbelay Automotive Coatings Corp
Chatham-Kent, ON · Chatham, ON
Full-time
We are seeking a reliable, organized, and professional Front Desk Office Assistant to support daily administrative and operational activities.

Modern Niagara

IT Support Specialist

Vaughan, ON, L4H 4S6, Canada

Pay: Expected annual compensation; $70,000-$75,000.
Job type: Full-time
Experience: Minimum 5 years of experience in IT support, service desk operations, IT operations, service delivery, or IT Service Management.
Posting language: English
Posted: Sep 28, 2026

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Original job description

The IT Support Specialist II provides advanced level 2 IT support while administering, developing, and continuously improving Modern Niagara’s ServiceNow platform. This role supports employees across desktops, laptops, mobile devices, Microsoft 365, telephony, collaboration tools, audio-visual technology, and business applications, while also delivering ServiceNow solutions that enable efficient IT service management.

The role owns incidents and service requests through to resolution, supports Major Incident Management, and serves as an escalation point for Level 1 support and other IT teams. Success means reliable technical support, effective ITSM processes, well-managed ServiceNow solutions, and a consistent focus on improving the employee experience and reducing recurring issues.

Why This Role Matters to Modern Niagara

This role is central to maintaining reliable IT services across Modern Niagara’s national operations. By combining hands-on technical support with ServiceNow administration and development, the role helps ensure employees can work effectively, incidents are resolved efficiently, and IT services continue to evolve with the needs of the business.

The role also contributes to operational maturity by improving ITSM processes, automating repeatable activities, strengthening documentation, and identifying opportunities to reduce recurring incidents and improve service delivery.

Key Impact / Purpose

Deliver responsive, high-quality Level 2 technical support across Modern Niagara’s national operations.
Own incidents and service requests from intake through resolution, maintaining accurate records, proactive communication, and alignment with SLA and ITSM requirements.
Administer, configure, develop, test, and continuously improve ServiceNow solutions that support Incident, Request, Change, Problem, Knowledge, Service Catalog, Asset, and related ITSM capabilities.
Support Major Incident Management through timely technical coordination, escalation, stakeholder communication, and post-incident follow-up.
Identify trends, recurring issues, and operational risks and recommend improvements that strengthen service reliability and reduce repeat incidents.
Collaborate with infrastructure, cybersecurity, applications, telecommunications, vendors, and other delivery teams to resolve issues and improve IT services.

Duties and Responsibilities

Advanced IT Support

Provide advanced Level 2 support for desktops, laptops, mobile devices, Microsoft 365, telephony, collaboration tools, audio-visual technology, and business applications.
Diagnose and resolve complex hardware, software, network, access, and application issues through remote and hands-on support.
Own incidents and service requests from intake through resolution, maintaining accurate records and proactive communication with users and stakeholders.
Serve as an escalation point for Level 1 support and collaborate with infrastructure, cybersecurity, applications, telecommunications, and vendor partners.
Provide national support and onsite assistance at regional offices and construction project sites when required.
Perform root cause and trend analysis, complete post-resolution follow-up, and recommend actions that reduce repeat incidents.

ServiceNow Administration & Development

Administer, configure, develop, test, deploy, and support ServiceNow solutions that enable efficient IT service delivery.
Develop and maintain Business Rules, Client Scripts, Script Includes, UI Policies, Data Policies, Catalog Items, Record Producers, Flow Designer automations, Service Catalog workflows, notifications, and approval processes.
Manage ServiceNow users, roles, groups, data corrections, configuration updates, requirements, testing, deployments, and production support.
Package, promote, test, and deploy changes across environments using Update Sets and established change and release practices.
Debug and resolve defects, support platform upgrades and regression testing, participate in code reviews, and follow established development standards.
Configure and support Incident, Request, Change, Problem, Knowledge, Service Catalog, Asset, and related ITSM capabilities.
Create operational dashboards, reports, queue views, SLA reporting, and performance metrics.
Gather requirements, translate business needs into practical ServiceNow solutions, and identify opportunities for automation and process improvement.
Develop and maintain knowledge articles, runbooks, templates, support documentation, and standard operating procedures.

Incident Management & ITSM

Execute Incident Management activities in alignment with established ITSM processes, standards, and tooling.
Perform triage, categorization, prioritization, escalation, and stakeholder communication based on impact and urgency.
Coordinate resolution across delivery teams, infrastructure, cybersecurity, applications, telecommunications, and vendors.
Participate in Major Incident bridges and support timely technical and business communications.
Ensure incidents are accurately logged, updated, resolved, and closed according to quality and SLA requirements.
Monitor queues and dashboards, identify aging work and operational risks, and report service trends and performance.
Contribute to post-incident reviews, timeline documentation, root cause analysis, and follow-up tracking.
Validate operational readiness for new or changed services and contribute to continual ITSM process improvement.

Must Haves

Postsecondary education in Information Technology, Computer Science, Information Systems, or a related discipline, or equivalent education and experience.
Minimum 5 years of experience in IT support, service desk operations, IT operations, service delivery, or IT Service Management.
Hands-on experience administering, configuring, or developing solutions in ServiceNow or a comparable enterprise ITSM platform.
Working knowledge of Incident and Major Incident Management and experience operating in high-pressure support environments.
Experience supporting Microsoft 365, Windows, identity and access, endpoint technologies, mobile devices, and enterprise applications.
Experience managing tickets from intake to resolution, monitoring SLAs, and producing operational reports and metrics.
ITIL Foundation certification.
Strong troubleshooting, documentation, organization, communication, collaboration, and customer service skills.
Willingness to provide national support, travel when required, and perform reasonable equipment handling associated with onsite IT support.

Nice to Haves

ServiceNow Certified System Administrator or ServiceNow ITSM certification.
Experience with ServiceNow Flow Designer, Service Catalog, CMDB, Asset Management, Performance Analytics, integrations, APIs, PowerShell, or workflow automation.
Experience supporting multi-site or construction environments.
Experience with ServiceNow development, platform upgrades, regression testing, code reviews, and deployment practices.
Experience identifying automation opportunities and implementing process improvements within an enterprise IT environment.

This is a replacement position. Expected annual compensation; $70,000-$75,000.

Modern Niagara offers a competitive total compensation package including:

Defined Contribution Pension Plan with a generous employer contribution
Flexible Health and Dental benefits with tiered options to meet the needs of you and your family
An annual health spending account to support your overall wellness
24/7 confidential support through our Employee and Family Assistance Program with access to comprehensive resources and professional services
A competitive vacation package with additional vacation granted throughout your tenure with the organization
Employer Paid Parental Leave Top Up
Annual Community Day dedicated to volunteering and giving back to the communities where we live and work
Corporate Discounts through various vendors across Canada for programs such as fitness, mobile phones, travel, home and auto insurance, and many others

Here at Modern Niagara, because we know our people are the best in the industry, we pride ourselves on providing a total compensation package that rewards employees for their hard work and supports employees and their families in their overall wellbeing.

About Modern Niagara

Who We Are

Modern Niagara helps building owners, managers, and general contractors meet the mechanical and electrical needs of their buildings across Vancouver, Calgary, Edmonton, Toronto, Southwestern Ontario, and Ottawa. We are committed to having a positive and meaningful impact on Canada’s infrastructure - and on the communities where we live, learn, work, and heal. We build for life.

Our Culture & Values

We value passion, initiative, determination, professionalism, and teamwork. Health and safety are embedded in everything we do, and our award-winning safety culture consistently performs well above industry standards.

Diversity, Equity & Inclusion at Modern Niagara

We are committed to building a diverse, equitable, and inclusive organization where everyone has access to opportunity, feels a sense of belonging, and can thrive. We actively work to remove barriers faced by members of equity-seeking groups (including women, Indigenous, Black, racialized, 2SLGBTQIA+ people, people with disabilities, and newcomers to Canada) in the construction industry. We encourage applications from candidates of all backgrounds and lived experiences and are committed to a barrier-free hiring process. If you require accommodation at any stage of the recruitment process, please contact us at careers@modernniagara.com so we can make appropriate arrangements.

We appreciate every applicant’s interest in joining Modern Niagara. Only those selected for an interview will be contacted.

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More about this job

Responsibilities

Provide advanced Level 2 technical support across devices, Microsoft 365, telephony, collaboration tools, and business applications, owning incidents and service requests through resolution. Administer and develop ServiceNow ITSM solutions, support major incidents, and improve service processes through automation, reporting, documentation, and root cause analysis.

Requirements

Requires at least five years of experience in IT support, operations, service delivery, or ITSM, hands-on experience with ServiceNow or a comparable ITSM platform, and an ITIL Foundation certification. Candidates need experience supporting Microsoft 365, Windows, identity and access, endpoints, mobile devices, and enterprise applications, along with strong troubleshooting, communication, documentation, and customer service skills.

Skills

Level 2 IT Support
ServiceNow Administration
ServiceNow Development
Incident Management
Major Incident Management
IT Service Management
Microsoft 365
Windows Support
Identity and Access Management
Endpoint Support
Mobile Device Support
Troubleshooting
Root Cause Analysis
SLA Management
ITIL
Customer Service

Benefits

Health and Dental Benefits
Health Spending Account
Employee and Family Assistance Program
Paid Vacation
Parental Leave Top-Up
Community Volunteer Day
Corporate Discounts

Visa sponsorship

Not detected in the job text

Keywords

ServiceNow
IT Service Management
Incident Management
Major Incident Management
Request Management
Change Management
Problem Management
Knowledge Management
Service Catalog
Asset Management
Microsoft 365
Windows
Identity and Access Management
Endpoint Technologies
Flow Designer
Business Rules
Client Scripts
Script Includes
UI Policies
Data Policies
Catalog Items
Record Producers
Update Sets
ITIL Foundation
SLA Management
Root Cause Analysis
PowerShell
CMDB
Performance Analytics
Workflow Automation

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