L1/L2 IT Helpdesk Technician
About the role
Headquartered in North York, ON, with employees in Canada, the US, China and India, NewAge is an industry- leading manufacturer and distributor of premium home improvement solutions.
Our products are sold through major online retailers such as Lowes, The Home Depot, Costco, Amazon, and Wayfair as well as our own e-commerce site. But what makes us unique is that we provide a truly cohesive customer experience, from free expert assistance designing and planning new spaces to delivery and professional installation.
Our collaborative, inclusive team atmosphere nurtures personal growth, career advancement and job satisfaction, as evidenced by our certification as a Great Place to Work in Canada.
With tremendous pride, we continue to receive a growing number of industry accolades including over 75 unique product patents, awards for our team of expert designers, prominent ranking on the Profit 500 list of Canada’s fastest growing companies, and the naming of our founders to the Top 40 under 40 in Canada by BNN Bloomberg.
We are also proud to be the official jersey emblem partner of the New Orleans Pelicans and have forged strategic partnerships with USA Hockey and Habitat for Humanity. These partnerships reflect our passion for teamwork, excellence, and community involvement.
As our journey to becoming the preferred choice for premium home improvement solutions continues, we’re adding ambitious, driven, passionate members to our team who are inspired to be their best and ready to make a difference.
We are seeking a skilled and enthusiastic L1/L2 IT Helpdesk Technician to join our IT team. The successful candidate will be responsible for providing technical assistance in - person and remote support to our employees with computer systems, hardware, and software issues.
KEY RESPONSIBILITIES:
- Respond to incoming IT support requests via phone, email, or in-person.
- Document and track issues using a helpdesk ticketing system.
- Perform hardware refresh for on-boarding new employees and offboarding exiting employees.
- Provide L1/L2 support for end-user devices (laptops, desktops, peripherals).
- Troubleshoot Active Directory (AD) related user issues (account lockouts, password resets, group membership).
- Diagnose and resolve Group Policy (GPO) related issues impacting users/devices.
- Troubleshoot file server access issues including shared folder access and network drive mapping on endpoints.
- Troubleshoot basic networking issues (LAN/Wi-Fi, IP, DHCP, VPN).
- Support Microsoft Intune (device onboarding, app deployment, basic troubleshooting).
- Install, configure, and troubleshoot standard business applications.
- Escalate complex issues to higher-level support personnel or vendors as needed.
- Provide user training and support for new technologies and applications.
REQUIRED SKILLS & EXPERIENCE:
- 2–5 years experience in IT Helpdesk / Desktop Support
- High school diploma or equivalent required. Associate's or Bachelor's degree in Computer Science or related field preferred.
- Active Directory (user-level support)
- Basic Group Policy troubleshooting
- Windows 11 support
- File share and mapped drive troubleshooting
- Basic networking (IP, DNS, DHCP)
- Microsoft Intune (basic operations)
- Experience with Microsoft Office Suite, email clients, and web browser
- Strong troubleshooting and problem-solving
- Ability to work independently and as part of a team in a fast-paced environment
- Strong communication skills, both verbal and written.
- Ability to manage multiple tickets
- Customer service-oriented with a strong desire to help others.
NICE TO HAVE:
- Citrix VDI experience.
- Microsoft 365 (SharePoint, Teams, OneDrive).
- Azure AD / Entra ID exposure.
WORK ENVIRONMENT:
- This is a hybrid position, requiring a minimum of three (3) days per week on-site. Additional on-site days may be required depending on workload demands.
NEWAGE OFFERS:
- Salary and bonus is based on experience and highly competitive for the right candidate.
- This is an existing vacancy and the base salary range for this position, $45,700 to $68,500 annually (CAD) at the time of the posting.
- Benefits package.
- An opportunity within a growing, fast-paced company, well established in its industry.
- Fun! We celebrate successes and hold special events to build strong teams.
HOW TO APPLY:
If you’re intrigued by job profile described above, we invite you to apply with your resume and cover letter illustrating how you would be an ideal fit with our team. We thank all interested candidates for applying and will contact those who qualify for an interview.**No phone calls please.**Offers of employment are contingent on the successful completion of a thorough background check.
NewAge Products is an equal opportunity employer, committed to inclusion and diversity. We provide employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require any accommodation.
Not the right fit? Search for L1/L2 IT Helpdesk Technician jobs in Toronto, ON
About NewAge Products Inc.
NewAge Products is an e-commerce, manufacturing and distribution company, leading the Home Improvement Industry with its best-in-class online shopping experience and suite of expertly engineered, premium home organization solutions.
Since 2008, we’ve provided homeowners with a better way to improve their living space with unique, customizable products, designed to the highest standards.
Operating from our Head Office in Toronto, Ontario, the NewAge Canada team is comprised of talented individuals with skills that span many disciplines, working together as a collaborative team with one single goal; to improve the way customers purchase premium products for their home.
In 2017, NewAge California was established to support our logistics and distribution needs, with a 2018 office expansion in Mumbai, India to further scale operations.
In 2016, NewAge Products was ranked 31st in the 28th Annual Profit 500 of Canada’s Fastest- Growing Companies. In 2019, our President and Chief Operating Officer were recipients of Canada’s Top 40 Under 40 Award, recognized for their outstanding work in shaping the landscape of future Canadian businesses.
With no intention of slowing down, NewAge Products’ Vision is to position ourselves as a leader in our industry and a trusted brand in the home improvement market, by offering unique products, better value and a best-in-class buying experience.
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L1/L2 IT Helpdesk Technician
About the role
Headquartered in North York, ON, with employees in Canada, the US, China and India, NewAge is an industry- leading manufacturer and distributor of premium home improvement solutions.
Our products are sold through major online retailers such as Lowes, The Home Depot, Costco, Amazon, and Wayfair as well as our own e-commerce site. But what makes us unique is that we provide a truly cohesive customer experience, from free expert assistance designing and planning new spaces to delivery and professional installation.
Our collaborative, inclusive team atmosphere nurtures personal growth, career advancement and job satisfaction, as evidenced by our certification as a Great Place to Work in Canada.
With tremendous pride, we continue to receive a growing number of industry accolades including over 75 unique product patents, awards for our team of expert designers, prominent ranking on the Profit 500 list of Canada’s fastest growing companies, and the naming of our founders to the Top 40 under 40 in Canada by BNN Bloomberg.
We are also proud to be the official jersey emblem partner of the New Orleans Pelicans and have forged strategic partnerships with USA Hockey and Habitat for Humanity. These partnerships reflect our passion for teamwork, excellence, and community involvement.
As our journey to becoming the preferred choice for premium home improvement solutions continues, we’re adding ambitious, driven, passionate members to our team who are inspired to be their best and ready to make a difference.
We are seeking a skilled and enthusiastic L1/L2 IT Helpdesk Technician to join our IT team. The successful candidate will be responsible for providing technical assistance in - person and remote support to our employees with computer systems, hardware, and software issues.
KEY RESPONSIBILITIES:
- Respond to incoming IT support requests via phone, email, or in-person.
- Document and track issues using a helpdesk ticketing system.
- Perform hardware refresh for on-boarding new employees and offboarding exiting employees.
- Provide L1/L2 support for end-user devices (laptops, desktops, peripherals).
- Troubleshoot Active Directory (AD) related user issues (account lockouts, password resets, group membership).
- Diagnose and resolve Group Policy (GPO) related issues impacting users/devices.
- Troubleshoot file server access issues including shared folder access and network drive mapping on endpoints.
- Troubleshoot basic networking issues (LAN/Wi-Fi, IP, DHCP, VPN).
- Support Microsoft Intune (device onboarding, app deployment, basic troubleshooting).
- Install, configure, and troubleshoot standard business applications.
- Escalate complex issues to higher-level support personnel or vendors as needed.
- Provide user training and support for new technologies and applications.
REQUIRED SKILLS & EXPERIENCE:
- 2–5 years experience in IT Helpdesk / Desktop Support
- High school diploma or equivalent required. Associate's or Bachelor's degree in Computer Science or related field preferred.
- Active Directory (user-level support)
- Basic Group Policy troubleshooting
- Windows 11 support
- File share and mapped drive troubleshooting
- Basic networking (IP, DNS, DHCP)
- Microsoft Intune (basic operations)
- Experience with Microsoft Office Suite, email clients, and web browser
- Strong troubleshooting and problem-solving
- Ability to work independently and as part of a team in a fast-paced environment
- Strong communication skills, both verbal and written.
- Ability to manage multiple tickets
- Customer service-oriented with a strong desire to help others.
NICE TO HAVE:
- Citrix VDI experience.
- Microsoft 365 (SharePoint, Teams, OneDrive).
- Azure AD / Entra ID exposure.
WORK ENVIRONMENT:
- This is a hybrid position, requiring a minimum of three (3) days per week on-site. Additional on-site days may be required depending on workload demands.
NEWAGE OFFERS:
- Salary and bonus is based on experience and highly competitive for the right candidate.
- This is an existing vacancy and the base salary range for this position, $45,700 to $68,500 annually (CAD) at the time of the posting.
- Benefits package.
- An opportunity within a growing, fast-paced company, well established in its industry.
- Fun! We celebrate successes and hold special events to build strong teams.
HOW TO APPLY:
If you’re intrigued by job profile described above, we invite you to apply with your resume and cover letter illustrating how you would be an ideal fit with our team. We thank all interested candidates for applying and will contact those who qualify for an interview.**No phone calls please.**Offers of employment are contingent on the successful completion of a thorough background check.
NewAge Products is an equal opportunity employer, committed to inclusion and diversity. We provide employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require any accommodation.
Not the right fit? Search for L1/L2 IT Helpdesk Technician jobs in Toronto, ON
About NewAge Products Inc.
NewAge Products is an e-commerce, manufacturing and distribution company, leading the Home Improvement Industry with its best-in-class online shopping experience and suite of expertly engineered, premium home organization solutions.
Since 2008, we’ve provided homeowners with a better way to improve their living space with unique, customizable products, designed to the highest standards.
Operating from our Head Office in Toronto, Ontario, the NewAge Canada team is comprised of talented individuals with skills that span many disciplines, working together as a collaborative team with one single goal; to improve the way customers purchase premium products for their home.
In 2017, NewAge California was established to support our logistics and distribution needs, with a 2018 office expansion in Mumbai, India to further scale operations.
In 2016, NewAge Products was ranked 31st in the 28th Annual Profit 500 of Canada’s Fastest- Growing Companies. In 2019, our President and Chief Operating Officer were recipients of Canada’s Top 40 Under 40 Award, recognized for their outstanding work in shaping the landscape of future Canadian businesses.
With no intention of slowing down, NewAge Products’ Vision is to position ourselves as a leader in our industry and a trusted brand in the home improvement market, by offering unique products, better value and a best-in-class buying experience.