IT Service Technician I

Department: Service Delivery

Employment Type: Full Time

Location: Canada - Remote

Description

What you will be doing:

• Provide end user support to VC3 clients via inbound phone, email and webchat, following ITIL founded triage model to determine the appropriate course of action 
• Troubleshoot technical issues including hardware (monitors, keyboards, printers), applications, VPN/remote access, network drives, DNS, and workstation performance issues 
• Support user account management in Active Directory, Exchange, and O365, including account set ups/terminations, password resets, email updates and permission changes 
• Perform standard service tasks such as IMAC (installs, moves, adds and changes) requests, software installs, system updates  
• Manage mobile and telephone support, including email set up on mobile, adjust phone systems, call forwarding and updating extensions  
• Investigate spam/phishing emails, secure compromised email accounts, and complete malware scan and removal 
• Escalate out of scope issues to the appropriate elevated team 
• Ensure proper documentation by updating tickets, changing logs, internal guides, and knowledge base articles 
• Participate in the on-call rotation (1 week every 3-4 months) 
• Additional duties as required 

The tools you bring:

• Minimum 1 year of experience in a technical support or customer service position OR recent technical education experience in a post-secondary environment 
• Demonstrable understanding of Windows OS (7–11), Office Suite/365, Windows Server (2016–2025), Active Directory, DHCP, DNS, and Terminal Services, MS Entra environment 
• Go Beyond – you take that extra step to create moments that are unexpected but appreciated.  
• Own It - You have the courage to do what's right, the resolve to take responsibility, and the grit to cross the finish line.  
• Be Curious - You challenge the status quo and aim for continuous improvement and constant learning. 
• Serve as One - You believe that together, we are greater than the sum of our individuals, and that teamwork is essential to success. 

What’s in it for you:

• Flexibility– We’re remote-first, but not remote-only. Some roles include an onsite component, depending on team needs. We aim to give you the flexibility to do your best work, plus company-paid time off to help you thrive in work and in life.  
• Well-being & Support - Caring for our team goes beyond the workday. We offer a range of benefits to support your overall well-being, from mental health and leave support through our Employee and Family Assistance Program, to financial wellness through company-matched 401(k)/RRSP plans. Whether it’s today’s needs or tomorrow’s goals, we’ve got you covered. 
• Grow with Us – Whether you’re just getting started or ready to take the next step, we are committed to investing in your growth. We offer structured development through our Leadership Academy, monthly learning sessions, mentorship programs, learning reimbursements, internal career fairs, job shadowing, and personalized career-pathing to support internal mobility.  
• People-First Culture – We live our values, support each other, and create a space where everyone belongs. We have a common goal of doing work that matters, with autonomy, recognition, and a mission to serve those who serve. 
• Transparent Leadership – From open communication to clear company goals, our leaders are involved, and our managers are here to support your growth every step of the way.