Desktop Support Assistant

Campbells is seeking an experienced Desktop Support Assistant to join its IT team. This role is suited to a highly organised and service-focused professional who demonstrates sound judgment, strong technical ability, and a commitment to delivering responsive support to users across the firm.

The successful candidate will provide hands-on technical support to local and remote end users, taking ownership of IT issues from first contact through to resolution. The role involves desktop, mobile, account, connectivity, and general helpdesk support, while working closely with the wider IT, infrastructure, and security functions to ensure users remain productive and supported.

The ideal candidate will have strong experience in desktop support, helpdesk, or IT support, the ability to manage competing requests in a professional services environment, and a proactive approach to resolving technical issues and supporting internal teams.

Duties and Responsibilities:

• Act as an escalation point for the IT Support Desk, taking ownership of calls and technical issues through to resolution;
• Provide first-tier technical support to local and remote end users;
• Record, track, update, and close support requests in the ticketing system, ensuring all steps and resolutions are properly documented;
• Install, configure, troubleshoot, monitor, and maintain desktop software and hardware;
• Set up and configure printers, photocopiers, and related office equipment;
• Maintain and update hardware inventory records;
• Support mobile users, including device setup, troubleshooting, and connectivity assistance;
• Assist with user onboarding and offboarding processes;
• Perform Active Directory administration, including password resets, machine management, and user account creation;
• Carry out Exchange mailbox administration, including adding users to mailboxes as required;
• Provision and deploy iPhones in accordance with firm policy, including mobile device management enrolment;
• Set up and configure VPN access for approved devices;
• Manage user machines through endpoint management tools, including ManageEngine or similar platforms;
• Respond to suspected phishing or security-related reports, conduct initial checks, and follow established escalation procedures;
• Provide emergency after-hours, weekend, or public holiday support where required; and
• Assist with other IT-related duties and projects as assigned.

Requirements:

• High school diploma or equivalent;
• Minimum 2 years’ experience in a desktop support, helpdesk, or IT support role;
• Solid working knowledge of Windows desktops, Microsoft Office, and Exchange;
• Familiarity with Active Directory, VPN clients, and basic networking concepts;
• Strong troubleshooting skills across hardware, software, printers, mobile devices, and connectivity issues;
• Experience with ticketing systems and documenting technical support requests;
• Excellent communication and customer service skills, with the ability to explain technical issues clearly to non-technical users;
• Strong organisational and prioritisation skills, with the ability to manage competing requests effectively;
• Ability to work independently while maintaining professionalism and confidentiality;
• Customer service mindset with a continuous improvement approach;
• Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field is considered an asset;
• Industry certifications such as CompTIA, ITIL, or similar are considered an asset;
• Experience with mobile device management solutions and endpoint management tools is advantageous; and
• Experience in a regulated or professional services environment is considered an asset.

Salary and Benefits:

We offer an attractive salary commensurate with qualifications and experience, plus eligibility for overtime, 20 days leave per calendar year, and statutory health and pension benefits.

Application Deadline:

Interested candidates should submit an updated CV/resume no later than Sunday, 8 July 2026.

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