Help Desk Associate

Scope

Reporting to the IT Manager, the Help Desk Associate provides front-line technical support and IT services to end users, on-site at our head office location, and remotely throughout Canada. This role delivers in-person, phone, and remote support for hardware, software, and network-related issues while ensuring a positive and consistent user experience.

The Help Desk Associate supports day-to-day IT operations, assists with onboarding and offboarding activities, and contributes to the effective management of IT requests and assets. This role works closely with other IT team members and vendors to ensure issues are resolved efficiently and in alignment with company standards, policies, and service expectations.

Success Criteria

• Serves as a primary point of contact for end users regarding IT-related issues and requests.
• Provides Level 1 support and assists with Level 2 issues across hardware, software, and network environments.
• Ensures IT support tickets are accurately logged, prioritized, and resolved in a timely manner.
• Delivers IT support through multiple channels, including the ticketing system, phone, remote sessions, and onsite walk-ups, ensuring accessible assistance for all users.
• Escalates more complex issues to senior IT staff, internal teams or vendors as required, while maintaining ownership and follow-up.
• Supports onboarding and offboarding activities, including account setup, equipment imaging and user provisioning.
• Configures, installs, and maintains end-user devices, including laptops, desktops, peripherals, and mobile devices.
• Assists with the maintenance of IT assets and inventory, ensuring accurate tracking and documentation.
• Provides support for business apps, Microsoft 365, remote access tools, and internal software.
• Ensures adherence to company IT policies, procedures, and security standards.
• Contributes to a positive user experience by delivering professional, courteous, and timely support.

Requirements, Experience & Considerations

• Post-secondary education in Information Technology, Computer Science, or a related field preferred, or equivalent combination of education and experience.
• Professional certifications a plus (CompTIA, HDI, ITIL, Microsoft)
• 1–3 years of experience in an IT support, service desk, or help desk role.
• Strong working knowledge of Microsoft Windows and Microsoft 365 (Outlook, Teams, Office applications).
• Foundational understanding of Active Directory or Azure/Entra ID concepts.
• Experience troubleshooting laptops, desktops, printers, and peripherals.
• Familiarity with ticketing systems (ServiceNow) and IT service processes.
• Demonstrated proficiency in administering the following technologies: SCCM, Microsoft Exchange, Active Directory, Bitlocker, Microsoft Azure, DHCP, LAN, and WAN.
• Exposure to remote support tools (TeamViewer) and mobile device support (iOS/iPadOS) considered an asset.
• Strong customer service orientation with the ability to communicate technical information clearly and professionally.
• Good organizational and time management skills, with the ability to manage multiple tasks and priorities.
• Willingness to learn and develop technical skills in a fast-paced environment.
• Ability to lift up to 25 lb boxes and travel occasionally to support clinic locations.
• A valid driver's license and/or a dependable method of transportation are required to report to the office location.

Required Behaviour

The incumbent is required to behave in accordance with our Demant Values: 
•    We create trust – We value the opinions of our customers and colleagues. We promote a work environment based on inclusion, honesty, integrity and respect. We always keep our promises.
•    We are team players – We collaborate and network effectively across the whole organization. We take initiative and help each other to achieve our ambitious goals.
•    We create innovative solutions – We challenge ourselves to improve and find new, value-adding solutions. We are curious to share ideas and insights to increase our collective innovativeness. 
•    We apply a can-do-attitude – We always look for opportunities to win the business and do our best to add value to our customers. We find solutions and act.

Qualifications

HearingLife Canada is committed to a diverse and inclusive workplace. HearingLife Canada is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation please clearly indicate in your application any accommodations you will require throughout the recruitment process. 
 
While we appreciate the interest of all applicants, only those selected for an interview will be contacted.