Job Description
At Heartland Mutual Insurance, we’re more than just a company — we’re a community.
Proudly rooted in Ontario and Nova Scotia, we’re driven by a bold vision: to be the Best Mutual. Our team of passionate professionals doesn’t just follow the norm — we challenge it. We think differently, aim high, and deliver on our promise with a personal touch.
Here, you’ll be part of a culture that values authenticity, embraces change, and empowers you to make a meaningful impact every day. Together, we bring our purpose to life by living our values and putting people first.
What you'll do...
• Serve as the initial point of contact for IT support inquiries via phone, email, and chat
• Troubleshoot and resolve issues related to hardware, software, Office 365, and basic Azure services
• Assist with user account creation, access management, password resets, and account lockouts.
• Support endpoint protection tools (Microsoft Defender) and mobile device management (Intune)
• Prepare and configure IT equipment for new employees and support onboarding activities
• Provide basic network support, including Wi Fi, VPN, shared drives, and printer connectivity.
• Document all support activities in accordance with ITIL aligned processes
• Escalate issues to senior team members or vendors as required
What you'll bring...
• Diploma in Information Technology, Computer Science, or a related field
• 2+ years of experience in a help desk or technical support role
• Proficiency with Microsoft Office 365 (Teams, Outlook, SharePoint)
• Proficiency in Azure, Office 365, Veeam, Microsoft Defender, Intune, Fortinet, and other relevant technologies
• Working knowledge of ITIL best practices including Incident and Change Management.
• Strong understanding of network protocols, cybersecurity, and best practices.
• Familiarity with endpoint security tools and mobile device management
• Knowledge of networking fundamentals (VPN, Wi Fi, firewalls)
• Strong analytical and troubleshooting skills
• Excellent written and verbal communication abilities
• Demonstrated customer service orientation
• Ability to manage multiple priorities in a fast paced environment
• Collaborative mindset and willingness to learn
The salary range for this role is $50,000 - $75,000. The salary for the successful candidate will be determined by various factors including but not limited to an individual’s relevant experience, knowledge, skills, along with internal equity, and market considerations.
What’s in it for You:
• A Supportive Team: We’re not just a workplace, we’re a community. We are small but mighty, we believe in the power of connection, purpose, and belonging.
• Comprehensive Total Rewards: Enjoy a competitive compensation package made up of base salary and bonus, health and wellness benefits, pension plan, paid time off, and so much more.
• Inclusive Culture: Work in an environment that embraces diversity, equity, inclusion and belonging.
• Career Growth & Development: Take advantage of continuous learning opportunities and stretch assignments.
• Make an Impact: Play a key role in helping customers navigate challenging situations with empathy and expertise.
This job posting is for an existing vacancy within Heartland.
Accommodation is available on request for candidates taking part in all aspects of the selection process.
We do not use artificial intelligence or automated decision-making tools in any part of our hiring process. All applications are reviewed by our Talent Acquisition team to ensure fairness and transparency.
At Heartland Mutual Insurance, you’re empowered to thrive. Whether it’s your career, your well-being, or your future, we've got you covered.
