Term: Permanent Full-time

Division/Branch: Information and Information Technology Division / Digital Platforms and Cybersecurity Branch

Application Deadline: September 3, 2025

Pay Level: 7

Pay Range: $70,849 to $83,354

Work Location: Head Office, Toronto, ON; Hybrid

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.

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.

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.

About the AGCO

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

The AGCO is proud to be recognized as one of Greater Toronto’s Top Employers for the second year in a row. This annual distinction reflects our commitment to cultivating a workplace environment that prioritizes employee well-being, emphasizing work-life balance, mental health resources, and opportunities for professional growth. We remain committed to fostering a supportive and rewarding work environment for our employees.

What we offer

The AGCO provides a comprehensive range of benefits and programs (subject to eligibility), including:

• Generous time-off policy, including 2 volunteer days to contribute to causes that matter to you.
• Defined benefit pension plans to secure your financial future.
• Comprehensive health, dental, and vision plans, with 100% employer-paid premiums.
• Well-being credits to support gym memberships, therapy, financial planning, and more.
• Employer-paid parental leave top-up.
• Professional development opportunities with access to training programs, leadership resources, and reimbursement for professional memberships.
• 24/7 confidential support through our Employee Assistance Program.
• Convenient, central location near the subway line for easy access when working in the office. Paid onsite parking is also available.
• The AGCO is currently operating in a hybrid setting requiring a minimum of 3 days in office (as defined by the AGCO's Hybrid Work Policy). Terms of the AGCO's Hybrid Work Policy are subject to change a any time at the AGCO's discretion, including the removal of the Hybrid Work Policy and a return to full-time in-office work.

The AGCO is an inclusive and equal opportunity employer.

The AGCO has the responsibility to lead by example in advancing racial equity and to build a diverse, inclusive, accessible and respectful workplace where every employee has a voice and the opportunity to fully contribute. To this effect, you are encouraged to reflect upon the diversity you would bring to the role within your application including, but not limited to, individuals identifying with one or more of the under-represented groups identified within Ontario’s Human Rights Code.

Disability related accommodation during the recruitment process is available upon request.