Information Technology Support Generalist

About Fidus

Fidus is an Ottawa-headquartered technology design company with additional design centres in Kitchener-Waterloo and San Jose. The business focuses on advanced electronic product development, bringing together hardware, embedded software, FPGA/ASIC, and signal integrity specialists to create and deliver next-generation solutions for customers in emerging technology sectors.

Role Overview

The Information Technology Support Generalist will partner with the business to support ongoing growth by handling helpdesk activity, setting priorities, resolving issues quickly, and delivering strong customer service while closing tickets efficiently.

What You Will Do

• Work on site in the Kanata office four to five days each week.
• Act as the main owner of IT helpdesk operations and ensure employee support requests are handled professionally and without delay.
• Take responsibility for onboarding and offboarding tasks related to IT access, equipment, and setup.
• Provide direct end-user support for both software and hardware issues.
• Manage device provisioning, including Autopilot deployments and asset tracking.
• Support and maintain Windows systems, Office 365, and some Mac/Linux environments.
• Administer user and group accounts in Active Directory and Entra ID.
• Build and maintain documentation for IT procedures, system setups, and change management records.
• Purchase and provision software used by the business.
• Use AI tools fluently to assist with troubleshooting, support responses, and related tasks.

Requirements

• At least 3 years of experience in a similar IT support role.
• A post-secondary qualification in a computer-related discipline, or equivalent relevant experience.
• Strong customer service abilities and clear communication skills.
• English fluency, both spoken and written, is required for audits and client-facing communication.
• Good analytical ability and a structured approach to solving technical problems.
• Strong organizational skills with the ability to manage several priorities at once and maintain accuracy.
• Experience working with IT ticketing platforms.
• Hands-on experience with hardware provisioning.
• Solid knowledge of Windows OS, Active Directory, Entra ID, Exchange Online, and Office 365.
• Practical familiarity with Linux systems such as Ubuntu and Red Hat, including command-line administration.
• Ability to write detailed documentation for processes, configurations, and incident handling.
• Self-directed while also able to collaborate effectively in a team setting.
• Understanding of compliance and cybersecurity frameworks.
• Willingness to occasionally work evenings or weekends to support critical repairs or out-of-hours upgrades.
• Ability to obtain security clearance for Canadian and U.S. government contract requirements; existing clearance is considered an advantage.

Compensation and Benefits

The annual base salary for this role is between CAD 65,000 and CAD 75,000. The final offer will depend on knowledge, skills, experience, market conditions, and internal equity.

The total rewards package includes medical, dental, and vision coverage, matching GRSP contributions, an annual profit-sharing bonus, and additional supplementary benefits.

Additional Information

This position is being hired to replace an existing vacancy.

Fidus welcomes applicants at different stages of their careers and may adjust the level of the role where there is a strong match.

Why Fidus

Founded in 2001, Fidus has delivered more than 4,000 projects for over 400 customers across sectors such as Telecom/Datacom, Aerospace & Defence, Consumer, Semiconductors, Industrial/Automotive Controls, and Medical. As a Premier Adaptive Computing Partner for AMD North America, the company combines deep technical expertise with advanced tools to solve complex design problems.

The organization develops high-speed, high-complexity electronic systems using emerging technologies, often ahead of broader market adoption. Its teams work across FPGA/DSP, hardware, embedded software, verification, signal integrity/power integrity, PCB layout, and mechanical/thermal design to bring real products to market.

Its projects include space and satellite systems, next-generation communications and networking, high-performance compute and storage platforms, advanced video and imaging, and industrial, medical, and automotive solutions.

Collaboration is central to the culture, with an emphasis on openness, trust, shared ownership, idea-sharing, continuous learning, and meaningful contribution.

Hiring Process and Equal Opportunity

Automated tools, including AI, may assist with the initial review of applications by comparing qualifications, experience, and skills against the job requirements. Final assessments and hiring decisions are made by the human recruitment team.

Fidus encourages candidates from diverse backgrounds to apply and provides accommodations upon request throughout the selection process. The company is committed to diversity and is an equal opportunity employer.