IT Support Specialist

Job Title
IT Support Specialist - Level 1
Location: Remote, On-site visits
Reports to: Senior Support Specialist, Integrity IT Services About Integrity IT Services
Based in London, Ontario, Integrity IT Services has provided IT management services for over 24 years. We specialize in supporting small and medium-sized organizations with reliable, responsive, and practical IT solutions. Our team delivers both day-to-day technical support and longer-term IT improvements that strengthen client operations and productivity. Role Summary
Integrity IT Services is seeking an IT Support Specialist (Level 1) to deliver high-quality technical support and contribute to the successful coordination of client service requests and internal projects.
This role is ideal for an IT professional who combines strong technical fundamentals with excellent problem-solving skills, customer service, ability to communicate clearly, and a structured approach to troubleshooting. You will support clients both remotely and on-site, working independently while also collaborating closely with senior technical staff. Key Responsibilities
Client Support & Service Delivery

• Provide professional, responsive technical support via phone, remote access tools, and on-site visits
• Troubleshoot workstation, network, and Microsoft 365 issues in a structured and efficient manner
• Maintain a consistent focus on customer experience and service quality
• Excellent organization and problem-solving skills
• Escalate issues appropriately with clear notes and technical context

Ticketing, Documentation & Communication
 

• Document incidents, resolutions, and troubleshooting steps accurately in the ticketing and CRM systems

• Communicate technical information clearly to both technical and non-technical users
• Contribute to knowledge sharing and documentation to improve service consistency

Project Support & Coordination
 

• Support project delivery by assisting with deployments, upgrades, and client initiatives
• Coordinate tasks and follow-ups with the Senior Support Specialist
• Participate in team-based problem solving and continuous improvement

Operational Contribution

• Support daily and weekly work planning and task prioritization
• Follow established processes while contributing ideas to improve workflows and service outcomes

Qualifications
Education

• College diploma or certificate in Information Technology, Network Administration, or related field

Technical Skills – Required

• Working knowledge of Windows operating systems and Microsoft 365
• Foundational understanding of networking concepts, best practices, and troubleshooting methods
• Familiarity with common SMB environments (workstations, printers, routers, switches, firewalls)
• Exposure to technologies such as A+, Network+, Microsoft Server, Cisco, or Fortinet is an asset

Experience

• 1–2 years of experience in a related IT support role is considered an asset

Core Competencies

• Customer Focus: Consistently delivers a high standard of service and professionalism
• Communication: Strong written and verbal communication; able to explain technical topics clearly
• Organization: Effective time management, attention to detail, and ability to manage competing priorities
• Problem Solving: Strong analytical skills and practical troubleshooting approach
• Collaboration: Works effectively within a team environment and maintains positive client relationships
• Professional Development: Demonstrates commitment to ongoing learning, training, and coaching

Working Conditions & Requirements

• Standard hours are 8:30 AM to 5:00 PM, Monday to Friday
• Evening and/or weekend work is required (on call rotation)
• Remote work environment with frequent client communication and task switching
• On-site client visits are required; candidate must have a valid driver’s license, reliable vehicle, and appropriate insurance coverage