Title:  IT Technician

Information Technology Technician 

Reference #35104

Don Mills, Ontario

About L3HARRIS WESCAM

As a subsidiary of L3Harris Technologies and within the Communications & Spectrum Dominance (CSD) Segment, the WESCAM division develops the most advanced optical sensor and targeting systems for global defense and military sectors, national security, search & rescue and airborne law enforcement agencies. From long-range covert surveillance missions to search and rescue operations, our MX-series systems, and the mission systems solutions they produce stabilized high-magnification electro-optical and infrared images from airborne, marine and ground based platforms, enabling our customers to see first and act first.

About the Role

Reporting to the IT Operations Manager, the IT Customer Services C (IT Technician) is a fully proficient individual contributor responsible for diagnosing, resolving, and maintaining end-user hardware and software assets within a structured IT service delivery environment.

Operating under limited supervision, the role manages moderately complex technical assignments and serves as a primary point of contact for day-to-day IT operational support across on-site, remote offices, and distributed business teams. The position requires sound judgment, adherence to established service management processes, and consistent execution within defined Service Level Agreements (SLAs).

As a customer-facing role, the IT Technician represents IT Operations through professional communication, technical competence, and a disciplined approach to incident resolution. The role contributes to service stability, security compliance, and continuous operational improvement.

Primary Responsibilities 

• Provide end-user support services for corporate desktops, laptops, mobile devices, collaboration systems, and conference room technologies.
• Setup, troubleshoot, repair, upgrade, and maintain endpoint hardware and software.
• Triage and respond to incidents and service requests via ITSM system, phone, and in-person support channels.
• Accurately document troubleshooting steps, resolutions, and asset updates in accordance with established procedures.
• Administer network user and group access in alignment with corporate security policies and data protection standards.
• Troubleshoot client networking issues (LAN and Wi-Fi).
• Maintain compliance with established SLAs, escalation procedures, and documentation standards.
• Escalate issues to higher technical tiers when appropriate, maintaining ownership through resolution.
• Support remote and international users as required.
• Participate in scheduled after-hours or weekend support rotations.
• Identify recurring incidents or service trends and communicate findings to management.

Required Capabilities 

Technical Competency

• Strong troubleshooting skills across Windows desktop environments.
• Working knowledge of Office 365 / Microsoft productivity platforms.
• Proficiency in Active Directory user and group administration.
• Ability to troubleshoot client-level networking and connectivity issues.
• Familiarity with endpoint lifecycle processes.
• Understanding of information security and data privacy principles.

Operational Discipline

• Ability to work under limited supervision with autonomy.
• Sound judgment when prioritizing multiple incidents.
• Ability to follow established procedures and service management workflows.
• Accurate and structured documentation practices.
• Awareness of SLA impact and service performance expectations.

Service Orientation

• Strong written and verbal communication skills.
• Professional customer service approach across technical and executive audiences.
• Ability to manage face-to-face and remote support interactions effectively.
• Collaborative team mindset.

Desired Education and Experiences 

• 2-year post-secondary diploma or Associate Degree in Information Technology or related field.
• Minimum 2 years of prior relevant experience in a structured help desk or IT support environment.
• Experience operating within a formal IT Service Management framework (ITIL-based environment preferred).
• Exposure to enterprise environments supporting distributed users.
• Experience in regulated or security-sensitive environments considered an asset.
• Industry certifications (ITIL Foundation, Microsoft certifications, CompTIA) considered an asset.

*This posting is for a current vacancy.  In the province of Ontario, Canada, the salary range for this position is $41000-$91000. 

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