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Desktop Support Specialist (Tier 2)

Richmond Hill, Ontario

Our client is seeking a Desktop Support Specialist (Tier 2) to join their team. The successful candidate will provide advanced troubleshooting and resolution for complex software and hardware issues, ensuring seamless IT operations. The role requires a focus on Microsoft technologies, with a significant emphasis on supporting Microsoft 365, Azure, and Windows. Additionally, knowledge of healthcare software is a plus.


  • Handle escalated issues from Tier 1, providing in-depth troubleshooting and resolution for complex software and hardware problems.
  • Assist with installation, configuration, and support for enterprise software applications to ensure smooth and efficient operation.
  • Diagnose and resolve hardware issues, including desktops, laptops, printers, and other peripherals.
  • Provide support for operating systems, network connectivity issues, and system performance optimization.
  • Maintain detailed records of incidents, solutions, and troubleshooting steps to ensure knowledge sharing and continuous improvement.
  • Provide on-site support for urgent and complex issues that cannot be resolved remotely.
  • Set up and configure new IT equipment, including desktops, laptops, monitors, and other peripherals.
  • Perform regular maintenance tasks to prevent issues and ensure optimal performance of IT systems and equipment.
  • Offer training sessions and one-on-one support to help users understand and utilize their IT resources effectively.
  • Support and manage Microsoft technologies such as Microsoft 365, Azure, and Windows.
  • Acquire and utilize knowledge of healthcare software and related technologies as necessary.


  • Proven experience in a Tier 2 IT support role.
  • Strong knowledge of Microsoft 365, Azure, and Windows operating systems.
  • Experience with enterprise software applications and hardware troubleshooting.
  • Excellent problem-solving skills and the ability to work under pressure.
  • Strong communication skills and the ability to explain technical issues to non-technical users.
  • Ability to document issues and resolutions clearly and concisely.
  • Experience in a healthcare setting is a plus but not required.
Please note that candidates will have to work on-site in the Richmond Hill area. Candidates also are required to be legally eligible to work in Canada for any employer.

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