Junior IT Operations Administrator

We’re looking for a Junior IT Operations Administrator to provide frontline IT support to Hootsuite owls and solve day-to-day technology problems. This is a hybrid role that supports the service desk, deploying hardware while gaining exposure to identity, endpoint management, and IT automation. The Junior IT Operations Administrator will support Hootsuite’s AI transformation, working to enhance how the organization adopts and operationalizes AI tools. This role is in-person based from either our Vancouver or Toronto Office. 

WHAT YOU’LL DO: 

• Service Operations 
  • Own and resolve tickets in the Helpdesk queue, documenting solutions in the ticketing system, and following up with clients through to full resolution 
  • Build, configure, and deploy laptops and peripherals for new and existing users 
  • Support hardware procurement, logistics, and asset management 
  • Set up, install, modify, configure, and maintain desk hardware in the office 
• Platform & Systems
  • Create and decommission accounts for new hires, contractors, temps, and exiting employees, following the defined procedures in h connected systems 
  • Rotate through structured, mentored exposure to core platforms: identity and SSO basics, Jamf endpoint workflows, and asset automation 
  • Support Hootsuite’s AI enablement: assist with provisioning and supporting AI tools, and help owls adopt them effectively 
  • Assist Infrastructure and Systems teammates on platform projects, building hands-on familiarity with the tools behind frontline support 
• Create tickets and move work through the agile workflow as it completes 
• Ensure team documentation remains current as processes and stakeholder needs change 
• Assist in departmental projects that require Helpdesk support and resources
• Perform on-call duties as needed based on the global schedule 
• Perform other related duties as assigned 

WHAT YOU’LL NEED: 

• 1 year of experience troubleshooting basic to advanced Mac problems 
• Experience troubleshooting Windows OS problems 
• Working knowledge and understanding of Google Admin and Google Workspace apps 
• Foundational understanding of, or clear eagerness to learn, identity and access concepts (Active Directory, Single Sign On) 
• Experience with endpoint management 
• ACMT course an asset, as we’re predominantly a Mac shop 
• Experience working in an agile environment is considered an asset
• Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs 
• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding 
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs 

WHO YOU ARE: 

• Solution seeker. You’re focused on tackling new challenges, solving problems, and moving the business forward, and you don’t wait to be asked. 
• Lifelong learner. You have a growth mindset. You’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t. 
• Resilient adapter. In the face of change and challenges, you bring a thoughtful, calm approach and a focus on finding the new opportunity. 
• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information. 
• Critical challenger. You have the trust in your team to ask difficult questions in order to get to the best end result. 
• Active communicator. You listen actively and communicate ideas and information clearly, inclusively, and proactively. 
• Integrated thinker. You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals. 
• Accountable owner. You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes. 
• Bar-raiser. You step up to help your team grow and succeed, even when that means going beyond what might be expected.

In all we do, our six guiding principles light the way:

Step Up: Dare to go beyond the expected to achieve greatness. #StepUp

One Team: Make Hootsuite a place we soar together by respecting each other's individuality, building trust, and showing up for the team. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

#LI-InOffice