IT Support Specialist

About the Role

We are looking for a proactive and service-oriented IT Support Specialist to join our growing IT team. In this role, you will be the first point of contact for employees experiencing technical issues, ensuring they receive timely, professional, and effective support.

 You will play a key role in maintaining a smooth day-to-day technology experience across the organization, supporting end users across a range of devices, systems, and collaboration tools.

 This position is ideal for someone early in their IT career who enjoys solving problems, helping others, and building strong technical foundations.

What you’ll do

• Provide first-line technical support for hardware, software, and access-related issues.
• Troubleshoot and resolve issues related to Windows 11, Microsoft 365, Entra ID, and Intune.
• Support laptops, monitors, docking stations, and other end-user hardware (primarily Dell devices).
• Manage user account creation, access changes, and deactivations in Entra ID and Microsoft 365.
• Maintain accurate IT asset records and support equipment lifecycle management.
• Assist with VPN connectivity and general network-related user issues.
• Monitor cybersecurity alerts and escalate incidents in line with established procedures.
• Document support tickets, resolutions, and processes clearly and consistently.
• Contribute to improving internal support documentation and knowledge base resources.
• Support broader IT initiatives, projects, and duties as needed.

What You'll Bring

• 1-3 years' experience in an IT support, service desk, or help desk role.
• Experience with supporting Windows 11 and Microsoft365 environments.
• Experience with Dell hardware, such as laptops, monitors and docking stations.
• General knowledge of TCP/IP networks, LAN technologies, and VPN.
• Basic understanding of cybersecurity concepts.
• Strong customer service mindset with the ability to communicate clearly and professionally.
• Detail-oriented, organized, and able to manage multiple requests effectively.
• Advanced English communication skills, both written and verbal.

Why You'll Love It Here

• Fully remote work environment 
• Collaborative culture – and key tools enabling it 
• Health, Dental & Vision benefits 
• RRSP Matching
• Employee Assistance Program (EAP) 
• Career Development & Progression opportunities  
• Paid Vacation and Sick days 
• Flex Fridays in Summer, Week off between Christmas and New Years' 
• No Internal Meetings Fridays 

Compensation for this role is expected to fall within the range of $50,000–$65,000 annually. The final offer will reflect each candidate’s experience, skills, and internal equity.

This is for a vacant position

AI Usage

We use technology to make hiring smarter, faster, and more personal, never less human. Artificial intelligence (AI) tools help us manage applications efficiently and highlight qualifications that align with each role, allowing our recruiters to focus more on meaningful conversations with candidates.

AI does not make hiring decisions at Agility. Every decision is made by people, our hiring managers and recruitment professionals, who are trained to apply sound judgment and equitable practices at every stage.

We believe technology exists to amplify human insight, not replace it. That belief shapes how we build relationships, tell stories, and grow our teams.

At Agility, we strive every day to build a more inclusive work environment and introduce tools that enable it. We strongly encourage applications from all people regardless of race, religion, gender, age, disability status or sexual orientation.

Even if you find yourself not checking all the boxes of our listed requirements but you are excited about this opportunity, we'd love to hear from you anyway. Our Talent Acquisition team will review your application for this role, and other potential role matches open now or in the future.

If, at any stage of the application process, you require accommodation owing to disability or a medical need, please let us know at careers@agilitypr.com for us to make appropriate arrangements.

Thank you for your time in reviewing this opportunity, and we hope to hear from you should you find this the right fit!