Apply By: Wednesday, September 3, 2025 11:59 pm EDT

Service Desk Specialist

Job ID:

233917

Posting status:

Open

Organization:

Alcohol and Gaming Commission of Ontario

Division:

Information and Information Technology Division / Digital Platforms and Cybersecurity Branch

City:

Toronto

Position(s) language:

English

Job term:

1 Permanent

Job code:

AGCO/07 - AGCO/07

Salary:

$70,849.00 - $83,354.00 Per year

The Alcohol and Gaming Commission of Ontario (AGCO) is a regulatory agency that reports to the Ministry of the Attorney General. The AGCO is responsible for regulating the alcohol, gaming, horseracing, and cannabis retail sectors in Ontario, in accordance with the principles of honesty and integrity, and in the public interest.

Do you enjoy collaborating in a dynamic, team-oriented environment? Are you skilled in IT troubleshooting while delivering an exceptional support experience with a positive, customer-focused approach? AGCO has an exciting opportunity for you! The Information + Information Technology (I+IT) Division is seeking a Service Desk Specialist (‘Specialist') to join the Service Desk Team. Reporting to the Manager, Service Desk, you will provide frontline support to AGCO staff, addressing hardware and software issues, deploying and tracking equipment, rolling out software and operating systems, and coordinating with vendors for service requests, all while ensuring a friendly, solution-oriented experience for our users.

About the job

The successful candidate will:

• Provide support for hardware, software and network issues across the organization.
• Troubleshoot Windows 11 devices, mobile devices (including iPhones and iPads), boardroom equipment with Teams Room setups, multi-function printers (MFPs) and network connectivity issues with technical expertise and attention to detail.
• Manage software deployments and patching using Microsoft Intune and Windows autopilot.
• Maintain accurate records and documentation, including build books and SOPs.
• Liaise with vendors to resolve hardware service requests.
• Contribute to technology rollouts and participate in enterprise IT initiatives.
• Ensure compliance with ITIL-aligned incident, request and change management processes.
• Identify opportunities to improve performance, service quality and end-user experience.

What you bring to the team

The ideal candidate will have:

• Minimum 3 years of experience in a technical support role within an enterprise environment.

• Expertise in Microsoft 365, Microsoft Intune, and Windows Autopilot.

• Strong skills in identity management (Active Directory, Azure AD).

• Advanced troubleshooting ability across Windows 11, end-user hardware, MFPs, TCP/IP, and networks.

• Clear understanding of ITIL processes and best practices

• Strong interpersonal and communication skills, with the ability to collaborate effectively across all organizational levels

• Ability to manage multiple tasks independently and as part of a team

• Certifications such as ITIL Foundation, CompTIA, or Microsoft-related credentials are an asset

• Ability to travel locally as needed (valid Ontario Class “G” driver's license preferred)

• Availability for rotational on-call duties and occasional after-hours maintenance

• The successful candidate must be eligible to work in Canada and will be subject to a criminal background check.

To apply to this vacancy please submit your application online at our Careers Webpage located at www.agco.ca/careers by September 3, 2025.

How we support diversity, inclusion and accessibility

We are building an inclusive workforce that reflects the communities we serve. We encourage everyone interested in working with us to apply, including people with disabilities, Indigenous, Black and racialized individuals, as well as people from all ethnicities, cultures, sexual orientations, gender identities and gender expressions.

Our hiring process is accessible, consistent with Ontario's Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are working to prevent and remove barriers in our hiring processes and can offer accommodation to address specific needs related to Code-protected grounds such as disability, family status and religion. For more information about accommodation during the hiring process please contact us.

Learn more about the work the OPS is doing to create an inclusive, anti-racist, accessible and diverse workplace:

• diversity, equity and inclusion initiatives
• accessibility
• Anti-Racism Policy

Additional information:

Apply by:

Wednesday, September 3, 2025 11:59 pm EDT

Position details:

• 1 English Permanent, 90 Sheppard Ave E, Toronto, Toronto Region, Criminal Record Check

Compensation group:

Excluded

Work hours:

Schedule N/A

Category:

Information Technology

Posted on:

Monday, August 25, 2025

Note:

• This posting is for an organization that is not a part of the Ontario Public Service. The information and tips on the Ontario Public Service Careers website may not apply to this posting. Please use the contact information below to contact the organization directly if you have questions.
• About security checks:
  A criminal or other federal offence record does not automatically disqualify you from the position. We consider each situation based on the position's responsibilities.
  If a check is needed and you've lived outside of Canada in the past 5 years for 6 or more months in a row, or if you are not a Canadian resident, you'll need to provide an out-of-country police clearance certificate from the country you lived in.
  Employment screening checks are only reviewed and evaluated by the Transition and Security Office, which also maintains them and keeps them strictly confidential.

How to apply:

• You must submit your application using only one of the methods identified below.

• Your cover letter and resume combined should not exceed five (5) pages. For tips and tools on how to write a concise cover letter and resume, review the Writing a Cover Letter and Resume: Tips, Tools and Resources.

• Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, you must show how you demonstrated the requirements for this job. We rely on the information you provide to us.

• Be sure to quote the Job ID number for this position.

• OPS employees are required to quote their WIN EMPLOYEE ID number when applying.

Send application to:

Language requirements and assessment:
All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you'll also need to pass a French-language proficiency test.

Exigences en matière de langue et évaluation:
Toutes les offres d'emploi externes de la fonction publique de l'Ontario (FPO) sont affichées en français et en anglais. Consultez la section « Langue du ou des postes » en haut de chaque offre d'emploi pour connaître les exigences linguistiques. Pour tous les postes, les candidats sont évalués en anglais, la langue d'affaires de la FPO. Si le poste est bilingue (anglais/français), vous devrez également passer un test de compétences linguistiques en français.

All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.

Information collection notice

We are collecting your personal information to assess how well you meet the qualifications for employment with the Ontario Public Service, and for related recruitment purposes. The collection of personal information is necessary to the proper administration of OPS Careers, which is an authorized common service in accordance with s. 6 of the Ministry of Government Services Act, R.S.O. 1990, c. M.25.

Please do not include any more personal information than is needed for your application (for example, do not include your photograph or social insurance number).

If you have any questions about how your information is collected, used, shared or saved, please contact us.

Strengthening Ontario, together