IT Support Desk-Level 1

McKeil Marine is one of Canada’s leading marine service providers. Experienced and adaptive, we deliver turn-key solutions that support our customers success in a wide range of transportation and project challenges. Customer service, safety, quality, and respect for the environment are at the heart of our operations. When you join McKeil Marine you can look forward to a very competitive total compensation program and a team of passionate colleagues in a fast paced, growing organization that supports all communities in which we operate.

IT Support Desk (Level 1)

This role is responsible for providing Level 1 support to all shore-based crew. The IT Support Desk position acts as the first point of contact for IT-related inquiries and manages service requests through the IT service management system, escalating more complex issues in accordance with SOPs. You will troubleshoot and resolve end-user hardware, software, and connectivity issues, and support peripheral technology equipment. The ideal candidate demonstrates strong interpersonal skills, a customer-first mindset, and a proactive, solution-focused approach to support.

Key Duties & Responsibilities:

• Serve as the first point of contact for IT service requests and incidents, providing professional and timely customer-focused support while logging, prioritizing, tracking, and resolving Level 1 hardware, software, application, and connectivity issues through the IT service management system.
• Escalate unresolved or complex issues in accordance with SOPs, while clearly communicating status and resolution updates to users.
• Install, configure, image, deploy, and support end-user devices and peripherals, and assist with basic connectivity hardware as directed (under supervision).
• Perform on-site and remote diagnostics for hardware, connectivity, and workstation issues, followed by triaging incidents by capturing relevant diagnostics and coordinating escalation per SOPs.
• Maintain accurate IT asset and inventory records for office locations, and coordinate with third-party vendors for equipment support and repairs as required.
• Install, configure, and support standard business software, including Microsoft 365 and endpoint protection tools.
• Assist users with collaboration platforms and internal systems (Outlook, Teams, SharePoint, OneDrive).
• Assist users with MFA setup and troubleshooting in accordance with company standards.
• Report security alerts and escalate suspected risks or non-compliance issues; assist with documentation in accordance with SOPs.
• Create, modify, and disable user accounts and access in Active Directory, Microsoft 365, and other approved systems (under guidance and with approvals).
• Process manager-approved access requests in accordance with security policies and SOPs.
• Perform routine endpoint and system health checks (e.g., endpoint status and patch compliance) and escalate backup/system alerts or issues in accordance with SOPs.
• Update tickets and asset records, including documenting assigned IP/device information as directed.
• Produce clear documentation by following SOPs, contributing to knowledge base updates, and identifying recurring issues or improvement opportunities.

Qualification, Skills and Key Competencies Required:

• Diploma in IT Systems, Computer Science, or a related field, or equivalent experience/certification (e.g., CompTIA A+).
• 1-3 years of relevant work experience is required.
• Basic working knowledge of TCP/IP networking (e.g., LAN/Wi-Fi troubleshooting, DNS/DHCP concepts) and ability to support connectivity for devices such as printers and NAS, escalating configuration issues as required.
• Familiarity with Freshdesk, ServiceNow, or Remedy for service ticketing.
• Microsoft Certified: Endpoint Administrator Associate (MD-102) or equivalent experience supporting Intune-managed environments.
• Ability to effectively prioritize and execute tasks in a high-pressure environment while maintaining a patient, solution-focused approach.
• Eagerness to learn and grow into higher-level support roles

Working Conditions/Special Notes:

• McKeil Marine Limited is a 24/7 operating business, this role will require after hours support for emergencies when business requirements dictate.
• The ability to work remotely at home as outlined by current Hybrid WFH protocols and policies.

Join a dynamic organization making a tangible impact in the marine industry. McKeil Marine offers a very competitive total compensation program.

We thank all applicants for their interest; however, only those selected for an interview will be contacted. All offers of employment are conditional upon the successful completion of a background check conducted through our third-party provider. The standard background check may include, depending on the position: criminal record clearance, employment and education verification, and a driver’s abstract review. Should you have any questions or concerns regarding the background screening process, please contact our Recruitment team if you are invited for further consideration.

McKeil Marine is committed to the principles of Employment Equity and fostering a diverse and inclusive workforce that supports our people and culture. We welcome and encourage applications from all qualified individuals. If you require accommodation or support at any stage of the recruitment process, please contact our Recruitment team at 1-800-454-4780 or email careers@mckeil.com.