At Verve Senior Living, we’re driven by a shared commitment to creating meaningful experiences for the older adults we serve. Our teams bring passion, creativity, and heart to everything they do, and it shows in our culture of collaboration, innovation, and continuous improvement. We’re proud to have received Canada's Best Managed Award in 2023, 2024, and 2025, reflecting our dedication to service, leadership, and care. What truly sets us apart are the people who choose to build their careers here. Whether you're supporting our residences or contributing within our corporate community, your work plays an important role in helping seniors live longer, better and you’ll be supported by a team that believes in growing together, celebrating success, and having fun along the way. If you’re looking for a place where your work has real impact, and where you can thrive personally and professionally, we’d love to meet you!
ROLE OVERVIEW
The Helpdesk Technician provides day-to-day IT support to ensure team members across our retirement residences and corporate offices can work efficiently and reliably. This role is a junior to intermediate IT position and serves as the first point of contact for technical support. The Help Desk Technician supports team members by responding to IT issues, troubleshooting common problems, and delivering timely, high‑quality customer service that enables daily operations to continue.
Reporting to the IT Operations Manager, the Help Desk Technician works closely with the Verve Tier 2 support team and project team to assist with escalated issues, ongoing IT operations, and technical initiatives.
The helpdesk generally operates between the hours of 8 am – 8 pm EST and on call.
KEY RESPONSIBILITIES
- Serve as the primary point of contact for incoming IT requests via phone, email, tickets, and in‑person support.
- Support onsite users at the Corporate office.
- Strong ability to translate technical terms into helpful, easy-to-understand solutions for all team members with a positive attitude.
- Adhere to ticket SLA requirements and resolve issues in a timely manner.
- Manage and resolve support tickets using ticketing system with clear, friendly communication.
- Identify, escalate, and route complex issues to internal IT teams or vendors.
- Perform basic user account administration and troubleshooting.
- Maintain accurate inventory records for IT hardware, hardware lifecycle and software assets.
- Contribute to internal documentation and knowledge‑base articles.
QUALIFICATIONS
- Diploma or degree in Information Technology, Computer Science, or a related field.
- Relevant certifications (CompTIA A+, Network+, Microsoft Fundamentals) an asset.
- 2+ years of experience in a ticket‑based IT support environment.
- Valid driver’s license and access to a reliable vehicle.
- Must be willing to travel to different sites in the GTA on occasion. Some travel across Canada may be required.
- Strong customer service mindset with patience and empathy.
- Provision hardware and software for new hires and support onboarding.
- Experience supporting Windows, Android and iOS devices.
- Familiarity with remote support tools.
- Administer user accounts and access in Active Directory and Microsoft 365.
- Knowledge and understanding of Microsoft 365 (SharePoint, Outlook/OWA, Teams, OneDrive)
- Setup and support AV and Video Conferencing systems.
- Knowledge of Microsoft Azure/Entra ID (MFA, Conditional access, Compliance and Identity) and Microsoft Defender.
- Familiarity with administrative tasks in Microsoft Intune (mobile device management)
- Perform installation, configuration, patching, troubleshooting, moves, and decommissioning of PCs.
- Work alongside Tier 2 support for end user adoption & training with new technologies.
- Troubleshoot IT issues reported by users, including password and account resets and troubleshooting network/internet connectivity
- Familiarity with the ITIL process (Service Management, Incident Management and Change Management).
GENERAL
- Complies with the Occupational Health and Safety Act, Workplace Safety and Insurance Act, and Workplace Hazardous Material Information System. This includes recognizing health and safety hazards, reporting incidents, fulfilling responsibilities under the applicable legislation, as well as participating in in-services and fire drills.
- Complies with all corporate policies and procedures. Completes all required mandatory training/education. Other duties as assigned.
All offers of employment are subject to a Criminal Background Check. We thank all those who apply; however only candidates under consideration will be contacted.
Verve Senior Living is an inclusive, equitable and accessible workplace. We are dedicated to building a team that reflects the diversity of the residents and communities in which we live and serve. If you require accommodation for any portion of the recruitment and hiring process, please let us know.
#CORP123
