Desktop Support Technician

Mark Anthony Group is an entrepreneurial drinks company, built from the ground up by thinking differently, innovating and doing the unexpected. Our company is rooted in family values, a bold vision and relentless determination to continuously raise the bar and make a positive difference in consumers' lives. Founded in 1972, we've grown organically from a one-person import wine business into an international drinks company. Our hallmarks include a portfolio of iconic beverage brands—White Claw Hard Seltzer, Dillon's Small Batch Distillers, and Olé Cocktail Co.

The Role

We're looking for an experienced Desktop Support Technician to own day‑to‑day end‑user IT support for our Toronto office. This is a highly visible, hands‑on role supporting a fast‑paced, growing corporate environment where judgment, prioritization, and customer service matter just as much as technical skill. You'll be the primary on‑site IT presence—trusted to assess urgency, manage expectations, and deliver reliable support—while partnering closely with a broader Corporate IT team for escalation and collaboration. This role is ideal for someone who thrives in autonomy, understands structured IT service processes, and takes pride in owning their space. This role is fully on‑site in Toronto, Monday to Friday. We're looking for someone who is comfortable and energized by being present, visible, and embedded with the business.

• Provide in‑person desktop and end‑user support for hardware, software, and applications in a mid‑to‑large enterprise environment
• Triage, prioritize, and resolve service tickets in line with defined OLAs, exercising sound judgment on urgency and impact
• Deliver excellent customer service while confidently setting expectations and saying "no" when appropriate
• Manage IT hardware lifecycle including receiving, deployment, redeployment, and asset tracking
• Support new hire onboarding with device setup, access provisioning, and first‑day readiness
• Document issues, resolutions, and processes clearly within the ticketing system
• Identify opportunities to improve IT service operations, processes, and user experience
• Escalate issues appropriately and collaborate with IT Service Desk and Desktop Support partners across the organization 

Who You Are

• 3+ years of hands‑on desktop or end‑user support experience in a corporate or enterprise IT environment
• Experience supporting Windows 10, Microsoft 365 (O365), and macOS environments
• Working knowledge of Active Directory and Microsoft Exchange
• Experience using a ticketing system (ServiceNow strongly preferred)
• Strong understanding of IT service management concepts (ITIL knowledge preferred; certification not required)
• Proven ability to manage competing requests, prioritize effectively, and work independently
• Confident communicator who can translate technical concepts to non‑technical users
• Comfortable being on‑site daily and acting as the primary IT presence for the office

Nice to Have

• Experience with Intune application deployment and Autopilot
• Knowledge of networking, cabling, PBX telephone systems, or Microsoft Server environments
• ITIL Foundations v4 certification
• Experience supporting a growing office or expansion environment 

Why This Role Is Unique

• High ownership and visibility—you truly "own" the Toronto office IT experience
• Opportunity to build strong relationships with local stakeholders while being backed by a larger IT organization
• Exposure to enterprise‑scale systems, processes, and decision‑making
• A role where attitude, judgment, and service mindset are just as critical as technical ability 

Why Join Us?

Mark Anthony Group is committed to hiring, engaging, and growing qualified, talented, and motivated team members at every level of our organization. We offer competitive compensation that recognizes individual and company performance. The typical hiring range for this position is $60,000 - $75,000 annually complemented by a bonus plan; the base pay is determined by market location and job-related knowledge, skills, experience, and education. As part of our Total Rewards program, we are also proud to offer:

• Company-matched RRSP contributions
• Extended health and dental benefits, and mental health plans with 24/7 access to a primary care physician via Lumino Health
• Maternity & Adoption Leave Top Up and Paid Secondary Caregiver Leave
• Paid time off
• An extensive offering of world leading learning and development programs to empower your career development – in-person and digital offerings with internationally renowned resources like Franklin Covey and Lumina.

Other perks include

• Located in a prime Toronto neighborhood (Liberty Village) (near transit)
• Hybrid work environment of 4-days a week in-office
• Commuter Allowance

At Mark Anthony Group, we exist to Unearth the Extraordinary: Our Purpose is not just a statement; it is a call to action that binds us together and ignites our passion for making a difference. It is the driving force behind why we do what we do every single day, connecting our global organization across all business units, roles, and locations. We are:

Best in Our Craft
We set the standard with a pursuit of excellence that can be found in everything from our products and processes to our plants and people.

Ambitiously Curious
We stay curious, dreaming big and navigating the unknown with an enduring belief in better.

Made With Humility
We bring humility, authenticity, fun, and support to every collaboration and celebrate wins as a team.

Daringly Disruptive
We disrupt the status quo, moving fast to seize opportunities and acting scrappy to stay ahead of industry giants.