Job Summary
The IT Support Specialist will provide Tier 1 technical support for company employees working on-site or remotely. You will be responsible for managing user accounts and software licenses, providing guidance to users trying to efficiently achieve software goals, diagnosing and resolving software and hardware issues, as well as developing training material and documentation and helping to formulate policies and procedures aimed at protecting organizational data.
DUTIES AND RESPONSIBILITIES
Key Activities
- Act as the first point of contact for internal users seeking technical assistance, either in-person, or through remote correspondence
- Escalate unresolved / out of scope issues to senior IT staff or third parties as required
- Diagnose and resolve software or hardware issues by running diagnostic programs, isolating problems, and applying common troubleshooting steps.
- Deploy new hardware and software; perform maintenance tasks on existing equipment.
- Develop and implement IT policies and procedures to improve service delivery and support.
- Advise users on appropriate actions, ensuring compliance with IT security policies and procedures to protect organizational data.
- Lead continuous improvement initiatives to enhance the efficiency and user experience of the IT help desk portal for both agents and customers.
- Monitor and analyze help desk performance metrics to identify areas for improvement.
- Track and route problems and requests and document resolutions
- Inform management of any recurring problems and provide recommendations accordingly
- Stay abreast of latest industry trends and technologies to recommend and implement best practices for IT service management.
- Employee on-boarding and off-boarding
- Develop and implement targeted security awareness campaigns to educate employees on best practices and emerging threats.
- Author technical documents for training and technical support purposes, working to refine our knowledge base and support tools
- Manage user accounts, filesystems and permissions, assets, and licenses.
- Work with internal stakeholders to assist in eliciting requirements and planning for new system rollouts or changes
- Collaborate with IT team members to ensure seamless integration of new technologies and systems performing duties such as testing, soliciting feedback during development, and educating users upon launch
- Coordinate with vendors and external partners to facilitate support, repairs, and upgrades
- Support and assist IT Team with other duties related to the company IT infrastructure
- Other duties as assigned
INTERACTION
This position requires interaction with all departments in Canada and Europe as well as coordination of resources between departments.
COMMUNICATION
Communications are with all departments and employees within the organization as well as communication with external companies. Collaboration, execution, and reporting of the quality assurance program. Verbal communication is required to request and receive instructions for work, to report on activities, results, problems, and to participate in planning and scheduling of work and equipment use. Written communication is required for accurate and detailed recording of procedures, for reporting results and for completing documentation. Reading and comprehension of written procedures and manuals is essential.
WORKING CONDITIONS
This position will be within the office environment and includes sitting for extended periods of time.
There will be occasional periods of several hours per day performing physically repetitive procedures (typing, filing etc.). There is also a potential for digital eye strain resulting from prolonged computer use.
PHYSICAL REQUIREMENTS
This position will be within the office environment and includes sitting for extended periods of time.
Visual acuity, agility, accuracy, and consistency will be required.
QUALIFICATIONS
Education
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Degree/Diploma in Computer Science or Information Technology considered an asset
Experience
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1-2 years help desk support experience is considered an asset.
- Experience working with Linux or Unix-Based systems considered and asset.
Advanced experience troubleshooting and multi-tasking.
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Knowledge/SKILLS
Technical Proficiency: Strong understanding of IT systems, networks, and software applications.
Problem-Solving Skills: Ability to diagnose and resolve technical issues efficiently.
Customer Service: Excellent communication (oral and written) and interpersonal skills to assist users effectively.
Problem-Solving: Self-starter with strong troubleshooting and problem solving skills
Organization: Strong attention to detail with good organizational skills
Analytical Skills: Proficiency in analyzing help desk performance metrics and identifying improvement areas.
ITIL Framework: Familiarity with IT Infrastructure Library (ITIL) best practices for IT service management.
Microsoft 365: Demonstrated proficiency with Microsoft 365 technologies considered an asset.
UNIX: Experience working with Linux or Unix-based systems considered an asset
Education: Degree/Diploma in Computer Science or Information Technology considered an asset
