As we move through a period of exciting transformation and organizational change, Professional Engineers Ontario (PEO) has an immediate opening for a Jr. Help Desk Support, to join the Service Excellence Team.
Under the authority of the Professional Engineers Act, PEO licenses and governs over 91,500 licence and certificate holders and regulates the practice of professional engineering in Ontario. PEO’s mission is to regulate and advance the practice of engineering to protect the public interest. With a talented, multidisciplinary staff of over 100, PEO’s vision is to lead regulation, inspire excellence and thriving communities.
Reporting to the Manager, Service Excellence, the Jr. Help Desk Support provides frontline support for PEO’s endpoint computing environment and delivers a high standard of service to end users. As an initial point of contact for basic IT requests, the role resolves common issues, escalates more complex matters as needed, triages tickets according to established procedures and Manager guidance, and supports operational initiatives as required.
Responsibilities:
- Performs online and onsite analysis, diagnosis, and resolution of routine endpoint problems and escalation of more complex issues and identifies solutions for common issues and escalate when needed.
- Installs, configures, tests, maintains, monitors, and troubleshoots end-user workstations and related hardware and software to deliver required service levels.
- Performs staff IT onboarding and offboarding activities.
- Performs staff moves, adds and change requests as requested by managers as well as a new hire orientation.
- Serves as an initial point of contact for basic IT support request.
- Assists with monthly security updates to all end user endpoints as well as hardware firmware and software updates.
- Proactively monitors and triages the ticketing system queue in accordance with established procedures and senior guidance, assigning or escalating issues as needed to support timely resolution.
- Supports research and evaluation of endpoint technology products for procurement and development initiatives.
- Assists in preparing, maintaining, and upholding procedures for logging, reporting, and monitoring desktop operations.
- Maintains an inventory of all endpoints, monitors, keyboards, computers, software licenses and other equipment.
- Accurately document environment changes, instances of equipment or component failure, repair, installation, and disposal.
- Coordinates with third-party support providers and computer equipment vendors.
- Develops instruction manuals, how-to guides, and other documentation.
- Performs computer migrations as required.
- Provides first-level support for the in-house audiovisual system.
- Provides end users with basic technology training.
Other duties as assigned.
Specialized Skills and Knowledge:
Organizational Skills
- Effective interpersonal and relationship-building skills
- Excellent listening skills
- Strong written and oral communication skills
- Ability to present ideas in user-friendly language
- Analytical and problem-solving abilities, with keen attention to detail
- Experience working in a team-oriented, collaborative environment
- Strong customer-service orientation
- Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
- Be proactive in nature, identifying problems in advance and looking for continuous service improvement opportunities
- Ability to multi-task
- Ability to conduct research into a wide range of computing issues is required
Technical Skills and Knowledge
- Windows Servers is an asset
- Windows Laptops and Computers
- Computer Hardware and peripherals
- Network Printers and multi-function printers
- Mobile devices (iPhone / iPad)
- Active Directory / Group Policies is an asset
- Endpoint protection systems
- Networking basics and Wi-Fi
- Microsoft Office 365 application suite including Microsoft Teams and OneDrive
- Microsoft SharePoint and Microsoft Exchange is an asset
Education/Qualifications:
- Relevant post-secondary education; Bachelor or diploma in field of computer science or any related computer-oriented field, or equivalent.
- 1-2 years of computer hardware and software support experience
Al is part of how we work and is continuing to evolve across our organization. We use and explore Al tools where appropriate, while recognizing the importance of human expertise, judgment, and accountability.
Hybrid Work Environment
We have embraced hybrid working, and for us this means coming to the office twice a week. However, if you wish to work in the office more often, you are welcome to.
Anticipated Salary
The expected annual salary for this position is $60,000-$68,000.
Vacancy Status
This is a new role within the organization.
Application Deadline
If interested in this role, please forward your resume and cover letter to peocareers@peo.on.ca by October 29, 2026.
Disclaimer: The selected candidate will be subject to a background check as part of the hiring process.
At PEO, we recognize that our people are our best asset, including employees from diverse backgrounds and perspectives. We know life isn’t linear so there may be gaps or ‘nontraditional’ employment and we welcome applications from everyone. Accommodation is available upon request for candidates in all phases of the selection process.
