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.