IT Support Specialist

RDH is continuing to invest in modern, scalable, and highly efficient IT operations and service delivery. This role is central to building and operating RDH’s next-generation internal IT service environment. The IT Service Operations Specialist works closely with the IT Manager, who currently owns the full scope of IT service operations. This position establishes dedicated operational capacity to support, stabilize, and continuously improve RDH’s systems, service platforms, and user experience. This is not a traditional help desk role. The position combines hands-on service delivery with system ownership and continuous improvement. It is responsible for operating and evolving RDH’s IT service platform, endpoint environment, and automation capabilities, while reducing reliance on external vendors and enabling a shift toward proactive system reliability and root cause resolution. This role is intended to grow into a key operational pillar within Business Technology. The candidate must be able to develop the knowledge and skillset to support the IT Manager. KEY RESPONSIBILITIES * Deliver responsive technical support and resolve escalated issues across RDH’s IT environment. * Administer and improve IT service delivery, including ticketing, workflows, documentation, reporting, and service standards. * Manage endpoint systems and device lifecycle using tools such as Microsoft Intune and Autopilot, including deployment, patching, monitoring, and remediation. * Support Microsoft 365 and identity platforms, including Entra ID, Exchange Online, Teams, SharePoint, user access, and licensing. * Support office technology, hardware, networks, and core infrastructure across RDH offices. * Identify recurring issues and use root cause analysis, automation, and AI-assisted workflows to improve reliability and reduce manual support effort. * Maintain IT documentation, knowledge resources, asset records, and operational procedures. * Support operational security, including endpoint alerts, phishing investigations, backups, recovery procedures, and compliance activities. QUALIFICATIONS * 3–5 years of experience in IT operations, systems administration, endpoint management, service desk operations, or a similar technical role * Hands-on experience with Microsoft Intune, Microsoft 365 administration, Entra ID/Azure AD, Windows administration, endpoint and infrastructure troubleshooting, and remote support tools * Experience working within a modern, cloud-first IT environment * Certificate, diploma, or degree in a related field is an asset * Experience with IT service management platforms, RMM tools, automation or scripting, and AI-assisted support platforms is an asset * Familiarity with Egnyte, Microsoft Defender, endpoint security, and patch management tools is an asset * Exposure to AI agents, workflow automation, and operational analytics is an asset SKILLS AND COMPETENCIES * Strong technical troubleshooting skills with the ability to independently resolve escalated incidents * Customer service focused, with patience, empathy, and an understanding of user needs * Strong verbal and written communication skills, with the ability to explain technical issues in clear, practical terms * Proactive, dependable, and accountable through to resolution * Strong organizational and prioritization skills in a fast-moving, collaborative environment * Curious and improvement-oriented, with a commitment to documentation, knowledge sharing, and continuous learning BENEFITS & PERKS This is a hybrid in-office role based in our Burnaby, BC location. The base salary range for this position is $80,000 - $100,000 annualized for a full-time role. Salary is dependent various factors, including qualifications, skills, competencies, experience, and location. You may also be eligible for discretionary incentives and share ownership. We offer a robust benefits package to support the well-being of our employees. This includes: GRSP/401K contributions, Health and Dental coverage, Primary Caregiver benefits, Vacation and Sick Time, Statutory Holiday substitutions, and a learning fund of $1,000 per year for education or career goals. ABOUT RDH A role with RDH is a career commitment to learn and grow alongside inspiring and dedicated people who care deeply about making buildings better. We are an employee-owned consulting firm with 300+ employees in 11 offices across North America. Our core area of business is the integration of building science engineering, architecture, and construction management to optimize the performance of the building enclosure (walls, windows and roofs). Since our beginnings in 1997, we have become industry leaders in North America and continue to grow as we focus on technical excellence and delivering high-quality projects. We offer a positive workplace with incredible teams, opportunities for professional growth, development and ownership. As well as your background, we seek alignment with RDH’s core values: 1) commit to excellence, 2) act with integrity, 3) work as a team 4) do what it takes, and 5) always learn.

The IT Support Specialist will manage and improve IT service delivery, endpoint environments, and automation capabilities to ensure system reliability. They will also provide technical support, resolve escalated issues, and maintain IT documentation and operational security.

Candidates must have 3–5 years of experience in IT operations, systems administration, or a similar technical role. Proficiency with Microsoft 365, Microsoft Intune, and Entra ID is required, along with strong troubleshooting and communication skills.

• Grsp/401k contributions • Health and dental coverage • Primary caregiver benefits • Vacation and sick time • Statutory holiday substitutions • Learning fund • Share ownership

• Customer servicePreferred
• DocumentationPreferred
• Root Cause AnalysisPreferred
• Communication SkillsPreferred

Identified from the job description. Confirm important requirements above.

• Technical troubleshooting
• Microsoft Intune
• Microsoft 365 administration
• Entra ID
• Windows administration
• Endpoint management
• Infrastructure troubleshooting
• Remote support tools
• Automation
• Scripting
• IT service management
• Root cause analysis
• Customer service
• Communication skills
• Documentation
• Security compliance
• Building Science
• Empathy
• Continuous Development
• Patience
• Microsoft 365
• Azure Active Directory
• Technical Issues
• Workflow Management
• Patch Management
• Endpoint Security
• Curiosity
• Office 365 Exchange Online
• Workflow Automation
• Windows System Administration
• Service Operations
• Service Standards
• Endpoint Management
• AI Agents
• Artificial Intelligence
• Analytics
• Technical Support
• Backup Devices
• Business Technologies
• Customer Service
• Communication
• Construction Management
• Consulting
• Continuous Improvement Process
• System Administration
• Help Desk Support
• Scalability
• Information Technology Operations
• IT Service Management
• Windows Defender

• Technology
• Customer Service & Support
• Consulting
• Construction
• IT Support Specialist
• Technical Support Engineer / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

Minimum education

Professional degree

Minimum experience

2+ years

Posting language

English

Working hours

40 hours per week