IT Support Systems Admin Specialist

IT Support Systems Admin Specialist

Aerospace and Defence - Airborne Intelligence, Surveillance and Reconnaissance Systems

Burlington, Ontario | Employment: Full-time

Please note: Candidates must be eligible to meet the requirements of the Canadian Controlled Goods Program and be able to hold and maintain a Canadian security clearance.

About the Role

PVLabs develops advanced stabilized airborne imaging systems. Behind that work are engineers, technicians and business teams who depend on technology that works when they need it. Your primary mission is to keep those people productive by providing responsive, practical IT support and helping maintain an organised, secure and reliable working environment.

Reporting to the IT Manager, you will be the first point of contact for many employee technology issues. You will provide Tier 1 and Tier 2 support, taking ownership of routine requests from initial troubleshooting through resolution, and coordinating the right assistance when a problem requires deeper technical or vendor expertise.

This is a hands-on, employee-facing role for someone who enjoys solving problems and working directly with people. You will support everyday tools, prepare equipment and access for employees, and help improve how IT support is delivered. As your knowledge grows, you will also develop support capability in the specialist applications used by our engineering teams. Your work creates capacity for the IT Manager to focus on infrastructure, security and broader improvements while employees receive dependable day-to-day help.

About the Responsibilities

Employee Support & Issue Resolution

• Provide Tier 1 and Tier 2 support in person and remotely, troubleshooting hardware, software, connectivity, account and access issues.
• Diagnose problems with desktops, laptops, monitors, docks, printers, mobile devices and other peripherals. Establish what work is affected and investigate the cause systematically.
• Own assigned support requests, record useful troubleshooting information, keep employees informed and confirm that their issue has been resolved.
• Escalate infrastructure, security and complex application issues to the IT Manager when appropriate. Coordinate third-party support and follow up so difficult problems continue moving toward resolution.

Microsoft 365 & Employee Access

• Support everyday use of Outlook, Teams, OneDrive, SharePoint and Microsoft Office applications, including collaboration, file-sharing and common access problems.
• Assist with account setup, approved permissions, passwords and authentication; support onboarding, role changes and offboarding with timely equipment and access arrangements.
• Help maintain appropriate access to company systems and information. Develop familiarity with engineering applications such as SOLIDWORKS PDM/EPDM, SOLIDWORKS, OrCAD and Ansys through guidance, training and vendor collaboration.

Hardware & Device Management

• Prepare and configure computers and other equipment for new and existing employees; install approved applications, updates and peripherals.
• Troubleshoot device problems and coordinate repairs, replacements and equipment requirements with the IT Manager.
• Maintain accurate equipment inventories and assignment records, and support the full device lifecycle from deployment through recovery and secure disposal.

IT Operations & Security

• Assist with routine monitoring, maintenance, endpoint protection, antivirus, patching and software-compliance activities within delegated responsibilities.
• Apply company IT and information-security practices consistently, including approved hardware and software, device configuration, controlled network access and regular/scheduled or critical MS365 upgrades/updates.
• Identify unusual technical activity or potential security issues, report them promptly and follow approved response procedures under the IT Manager’s direction.
• Assist with user-access reviews and permissions records; handle confidential information, recovered equipment and obsolete media according to company requirements.

Documentation & Practical Improvement

• Maintain current support records, equipment information and troubleshooting procedures. Document recurring issues and effective solutions so knowledge can be reused.
• Create clear employee instructions and knowledge-base materials, and provide practical guidance that helps colleagues use their tools confidently.
• Identify repeat support problems and recommend improvements. Assist the IT Manager with projects, application deployments and system implementations as required.

About Your Skills and Experience

Core Skills & Experience

• Approximately 2–5 years of hands-on IT support, help desk or desktop-support experience, supported by a relevant college diploma, degree or equivalent practical experience.
• Strong troubleshooting skills across Windows computers, hardware, peripherals and common business applications, with hands-on experience supporting Microsoft 365.
• Working knowledge of user accounts, permissions, networking and endpoint-security concepts, and the ability to investigate a problem systematically rather than repeatedly apply a workaround.
• Ability to prioritise competing requests, recognise business impact and know when to escalate, while retaining responsibility for follow-up.
• Clear written and verbal communication and a practical service mindset, with the patience to support colleagues with different levels of technical knowledge.

Useful Additional Experiences

• Microsoft Entra ID/Azure AD, Intune, Windows device deployment or related endpoint-management tools.
• Practical TCP/IP, DNS, DHCP, Wi-Fi and VPN troubleshooting; relevant Microsoft or other IT certifications.
• Supporting engineering, manufacturing or other technically sophisticated users, including working with third-party application vendors. CAD/PDM application-support experience is particularly useful.

About You

You enjoy helping people get past a problem and back to their work. You listen, ask useful questions and explain the next step clearly. You are comfortable walking over to a workstation, investigating an unfamiliar issue or getting a vendor involved when that is the quickest route to a sound solution.

You take initiative and follow through. You can work independently within your authority, ask for help when it is needed and stay composed when colleagues are busy, direct or frustrated. You appreciate a smaller company where responsibilities are varied, relationships matter and the improvements you make are visible.

• Curious and methodical: you want to understand what caused the issue and how to prevent it happening again.
• Approachable and patient: you make it straightforward for colleagues to ask for help and understand what happens next.
• Organised and accountable: you keep track of open work, communicate changes and do what you said you would do.
• Practical and collaborative: you share useful knowledge, work well across departments and take satisfaction in the team getting things done.

About Your Impact

Success means employees can get help easily, routine issues are resolved independently, and more complex problems reach the right resource without stalling. Support records and equipment information are reliable, IT and security practices are followed consistently, and recurring problems lead to useful improvements. The IT Manager gains capacity for broader systems work because everyday support is in capable hands.

What’s in It for You?

You will work alongside people developing and building advanced airborne imaging systems, with opportunities to deepen your technical skills and learn specialist engineering applications. PVLabs values autonomy, mastery and purpose, supported by a year-round four-day work week. This role offers direct involvement, close working relationships an