IT Desktop Support Engineer

Every day, somewhere in the world, important decisions are made. Whether it is a private equity company deciding to invest millions into a business or a large corporation implementing a new strategic direction, these decisions impact employees, customers, and other stakeholders. 

Consulting and private equity firms come to proSapient when they need to discover knowledge to help them make great decisions and succeed in their goals. It is our mission to support them in their discovery of knowledge. 

We help our clients find industry experts who can provide their knowledge via interview or survey: we curate this knowledge in a market-leading software platform; and we help clients surface knowledge they already have through expansive knowledge management.  

The purpose of this role is to ensure the smooth and efficient operation of all IT-related systems and services across our Americas business, supporting both our Toronto, Ontario and Raleigh, North Carolina offices. As the first point of contact for all IT support queries in the region, the IT Desktop Support Engineer will be responsible for delivering high-quality 1st and 2nd line desktop support, managing user lifecycle processes (onboarding and offboarding), and playing a crucial part in maintaining a stable and secure IT environment. 

This role is best suited to an individual who is excited by solving IT challenges whilst proactively partnering with the wider business to build relationships with the employee base – ultimately creating an approachable, personable and efficient IT service. 

This is a hybrid role, based three days a week in our downtown Toronto office, with occasional travel required to our North Carolina office. 

The key responsibilities of the role will include: 

• Serving as the primary IT contact for all support requests and issues originating from the Toronto and Raleigh offices. 

• Providing 1st and 2nd line technical support to end users on desktops, laptops, mobile devices, printers, conferencing equipment, and office IT infrastructure. 

• Managing the new starter and leaver processes, including workstation setup, account provisioning/deactivation, hardware distribution, and access control. 

• Troubleshooting and resolve issues with hardware, software, operating systems (Windows/macOS), and collaboration tools (Microsoft 365, Teams, Zoom, etc.). 

• Escalating more complex issues to the global IT team while maintaining ownership and communication until resolution. 

• Maintaining and updating documentation for local IT procedures and technical solutions. 

• Ensuring compliance with global IT policies, standards, and security protocols. 

• Supporting local network, server room, and telecom infrastructure in collaboration with regional and global teams. 

• Assisting with IT asset tracking, hardware inventory, and procurement. 

• Participating in regular IT maintenance, upgrades, and project rollouts across the Americas offices. 

• Minimum 2–3 years of hands-on experience in an IT support or desktop support role, ideally in a professional services or multi-office environment. 

• Strong technical proficiency in: 

• Windows 10/11, macOS 

• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) 

• Active Directory, Azure AD, and basic networking concepts 

• Remote support tools (Remote Desktop, Zoom) 

• Excellent problem-solving abilities and a proactive attitude. 

• Strong communication skills, with the ability to explain technical concepts clearly to non-technical users. 

• Highly organized with the ability to manage multiple priorities and work independently. 

• Experience with ITIL practices or ITSM ticketing tools (e.g., Manage Engine) is an asset. 

• Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation are a plus although not a requirement. 

• A comprehensive Benefits plan, that includes Vision and Dental coverage, along with a wider range of services 

• Access to an Employee Assistance Program, that allows access to a personalised health & wellbeing service 

• Tenure gifts to thank our loyal staff 

• An enhanced maternity and paternity package 

• 15 days' vacation annually 

• The flexibility of working remotely for up to four weeks per year, allowing you to tailor your work environment to your needs and embrace a change of scenery.  

• A hybrid working model, featuring three days a week in office (Mon, Tues & Thurs) and two days a week from home. 

• Team socials and office lunches – from Pizza to Caribbean to Korean food, we love to encourage our team to get together and try new experiences together! 

• The opportunity to create, lead or participate in one of our many ERG groups, to help drive diversity, inclusion and understanding across our business 

• Corporate Events: from quarterly gatherings to our annual holiday & summer parties, we love to celebrate, collaborate and have fun together! 

• Want to learn more? Look at our careers Notion page https://prosapient.notion.site/Careers-at-proSapient-bfb1f316031b4dabbd9d40943cc4cc6f 

We are committed to building an inclusive workplace – did you know that marginalized groups are less likely to apply to jobs unless they meet every requirement listed? If you are interested in the above role, but don’t necessarily tick every box, we encourage you to apply anyway – this role could still be a great match! 

At proSapient, we are an equal opportunity employer. As such, we offer equal employment opportunities without regard to race, colour, religion, sex (including pregnancy and gender identity), national origin, age, disability, genetic information, veteran status and other protected class characteristics. All employment is decided based on qualifications, merit, and business need. 

Due to the regulated nature of our clients, all successfully offered candidates are subjected to thorough screening & pre-employment checks, including an enhanced background check, which can affect the outcome of any offer of employment.