Associate, Service Desk Specialist

Why you'll love working here: high-performance, people-focused culture our commitment that equity, diversity, and inclusion are fundamental to our work environment and business success, which helps employees feel valued and empowered to be their authentic selves learning and development initiatives, including workshops, Speaker Series events and access to LinkedIn Learning, that support employees' career growth membership in HOOPP's world class defined benefit pension plan, which can serve as an important part of your retirement security competitive, 100% company-paid extended health and dental benefits for permanent employees, including coverage supporting our team's diversity and mental health (e.g., gender affirmation, fertility and drug treatment, psychological support benefits of $2,500 per year, parental leave top-up, and a health spending account). optional post-retirement health and dental benefits subsidized at 50% yoga classes, meditation workshops, nutritional consultations, and wellness seminars the opportunity to make a difference and help take care of those who care for us, by providing a financially secure retirement for Ontario healthcare workers Job Summary As an Associate Service Desk Specialist at HOOPP, you will be part of a dynamic and client-focused IT team dedicated to delivering exceptional end-user support. Based at our 1 York office in Toronto, this role is well-suited for individuals with a passion for technology, strong interpersonal skills, and a desire to grow their career in IT. You will be the first point of contact for internal staff when they have trouble with their technology, helping resolve technical issues, fulfill service requests, and contribute to continuous improvement initiatives. Our team values collaboration, learning, and delivering a white-glove support experience that empowers our colleagues to work efficiently and securely. What You Will Do: Provide onsite and remote support for end-user IT issues and requests across Windows 11, MacOS, iOS, Microsoft 365, Active Directory, Azure AD, Intune, and related workplace technologies. Monitor ticket intake via phone, walkup, email and self-serve queues and respond to incidents and service requests using ServiceNow. Troubleshoot hardware, software, and access-related issues across a variety of devices including laptops, desktops, mobile phones, printers, and corporate telephony systems. Troubleshoot and administer Active Directory objects for users, computers, and groups. Support client in their use of Office 365 productivity applications and administrative tools. Build and deploy devices using Intune device management and Azure virtual machine console. Provide support for RSA Secure Tokens and Microsoft Authenticator setup and troubleshooting. Identify recurring issues, service gaps, and operational trends, and recommend improvements to strengthen service delivery and user experience. Contribute to improved ticket quality, documentation standards, and knowledge base maturity across the Service Desk. Document all support activities, resolutions, and client interactions in ServiceNow and Azure DevOps. Partner with infrastructure, security, application, and workplace technology teams to resolve cross-functional issues and support new technology rollouts. Support onboarding and offboarding activities, including device provisioning, access setup, and support documentation. Contribute to asset lifecycle activities, compliance reviews, and audit-related support processes. Use ServiceNow, Intune, Azure DevOps, and related tools to support incident handling, reporting, and operational improvements. Participate in a shared after-hours support rotation, with advance scheduling. What You Bring: 5+ years of experience in IT support within a complex enterprise environment. Proven ability to troubleshoot and resolve complex technical issues independently and with a high degree of ownership. Strong experience with Active Directory, Azure AD, Microsoft 365, Intune, and endpoint administration. Experience providing support to executive users and handling sensitive or high-impact issues with professionalism. Strong working knowledge of identity, authentication, and access control practices, including MFA and related security tools. Experience using ServiceNow or similar ITSM platforms for incident, request, and workflow management. Demonstrated ability to identify service improvement opportunities and contribute to stronger operational practices. Strong communication, documentation, and interpersonal skills, with the ability to support both technical and non-technical audiences. Experience with PowerShell, Autopilot, SCCM, virtual desktop environments, or automation is considered an asset. Strong experience supporting and troubleshooting Windows 11, MacOS and iOS devices and configuration. Post-secondary education in Information Technology, Computer Science, or a related discipline. ITIL v4, Microsoft, or security-related certifications are considered an asset. The expected annual base salary range for this role is: $58,000 - $91,000 CAD The actual base salary offered to the successful candidate may vary based on multiple factors including, but not limited to, individual's expertise and level of experience applicable to the role they are being offered. This role is eligible to participate in discretionary incentive plan(s), subject to the terms and conditions of the applicable incentive plan text. This job is for an existing vacancy. About HOOPP Founded in 1960 by the Ontario Hospital Association, the Healthcare of Ontario Pension Plan (HOOPP) is one of Canada's strongest and most stable defined benefit pension plans. For over 65 years, HOOPP has delivered on its pension promise to Ontario's healthcare workers, now serving more than 504,000 members and 870 employers across the province. With offices in Toronto and London, HOOPP manages a global, diversified multi-asset portfolio. One of Canada's Maple 8 pension plans, HOOPP oversees $132 billion in assets and remains fully funded, supported by strong risk-adjusted returns, stable contribution rates for more than 20 years and independent governance. Our strength is powered by our people who bring HOOPP's mission, vision and values to life and play a crucial role in helping us succeed. We are a purpose-driven organization committed to building an equitable, diverse and inclusive workplace where different perspectives drive better outcomes. We look for talented, forward-thinking individuals who want their work to have real impact on the lives of others. We believe an equitable, diverse and inclusive (EDI) workplace is integral to cultivating a positive culture. We integrate fair and inclusive practices into our programs and processes, creating equal opportunity and establishing a consistent employee experience across our organization. If you need accommodation at any point in our recruitment process, please advise your recruiter or email us at HRinbox@hoopp.com and we will be happy to consult with you so that arrangements can be made for reasonable accommodation.