About ACT360
At ACT360, we believe in working to live - not living to work. We support flexibility, autonomy, and accountability. If you want to be part of a team that values your expertise, encourages your growth, and gives you the freedom to succeed - let’s talk.
We are a Web Design, Networking, IT and Managed Services Provider. We’re redefining what it means to be an IT partner. We help businesses become more efficient, profitable, and scalable through strategic IT support, web development, and automation. We don’t just put out fires. We help clients avoid them in the first place. Whether it’s troubleshooting, automation, or helping a business scale, we’re always looking for the smartest fix.
About the Role
We’re in the search for an IT Support Analyst to take ownership of Help Desk operations and deliver exceptional client support. In this role, you’ll be the first line of response for incoming tickets and client calls, ensuring issues are resolved quickly, thoroughly, and with clear documentation. You’ll work both remotely and on-site in Barrie and the surrounding areas, handling a wide range of technical issues across Office 365, Windows Server, networking, and business applications.
This is an ideal opportunity for a detail-oriented IT professional who thrives on solving problems, enjoys working directly with clients, and is excited about improving systems and processes to prevent future issues.
Key Responsibilities
Own the service desk: manage tickets, documentation, and KPIs with accountability.
Troubleshoot and resolve issues end-to-end, both remotely and on-site.
Handle urgent, unscheduled client visits when needed.
Communicate clearly with clients, ensuring a positive experience and resolution they understand.
Manage a steady daily ticket flow (typically 10–20), solving most issues independently.
Identify recurring problems and contribute to improving checklists, tools, and processes.
What You Bring
Key Requirements
Based in or near Barrie, ON, with a valid driver’s license and access to a car for client visits.
Strong communication skills, comfortable handling live client calls and non-technical users.
Strong documentation habits, ideally with experience using tools like IT Glue.
Highly organized, detail-oriented, and able to follow instructions carefully.
Proven ability to operate independently on-site with minimal supervision.
Professional demeanor and adaptability in various client environments.
Skilled at navigating unclear problems and turning them into actionable solutions.
Technical Experience
Advanced proficiency in Office 365 (Exchange, Teams, SharePoint, Intune) – a major part of this role.
Windows Server (AD, DNS, upgrades)
Networking (routers, switches, firewalls)
Virtualization (VMware, Azure AD)
Remote access setups (VPNs, virtual desktops)
RMM tools (e.g., N-able)
Troubleshooting applications like QuickBooks, Sage, etc.
VoIP platforms (e.g., RingCentral, 3CX)
PC imaging and OS upgrades (Windows 10/11)
Basic scripting (PowerShell, Bash) for automation
MDM platforms and mobile device provisioning
Certifications & Education
Certifications such as CompTIA A+, Network+, or Microsoft 365 Certified are a plus but not required.
Schedule & Work Environment
Full-time, Monday to Friday
Hybrid: ~70% remote, ~30% on-site in Barrie and surrounding areas
About ACT360
Our culture is grounded in our core values:
Be the Customer – We listen to understand the full scope of the requirements and goals, and build from the customer’s perspective.
Give the 360° Solution – We go beyond IT support to offer strategy, automation, and improvement that enhances business outcomes.
Be a Problem Solver – We solve issues at the root, not just the surface, working closely with clients and vendors.
Always Looking Forwards – We learn from mistakes and proactively plan to avoid future ones.
Working to Live, Not Living to Work – We support flexibility, async work, and work-life balance.
Treating Employees Like Experts – We empower our team to lead, innovate, and grow with trust and autonomy.
We offer competitive compensation based on experience, and a benefits package that includes:
Comprehensive dental care
Vision care coverage
Extended health care benefits
Life insurance for peace of mind
Generous paid time off to recharge
Flexible work-from-home options
ACT360 is an equal opportunity employer. We’re committed to building an inclusive and accessible workplace. Accommodations are available upon request for candidates taking part in all aspects of the selection process.
How We Hire
We use AI tools to support our recruitment process, including helping us organize applications and identify early matches based on role criteria. That said, every rejection decision is made by a human. We encourage candidates to apply authentically and avoid relying solely on AI-generated responses, especially during interviews.
This opportunity is offered through HighlightTA, the on-demand talent team supporting ACT360’s growth.
Connect with us and learn more:
ACT360 on Linkedin
HighlightTA on LinkedIn
