Job Overview
We are seeking a dedicated IT Support Technician to provide technical assistance and support to our organization’s staff and infrastructure.
The IT Support Technician is a critical role responsible for maintaining the stability and security of our technical infrastructure. You will be the primary point of contact for all hardware and software issues, supporting both our administrative staff with a particular focus on our production floor teams. hands-on hardware setup, end-user support, printer and peripheral troubleshooting, account provisioning, and basic SAP user support.
This role balances technical execution with a strong focus on cybersecurity hygiene and efficient asset management. It also maintains IT documentation and the company asset register, escalating complex ERP, integration, security, and infrastructure matters to the ERP/IT Manager.
End-user support
- Receive, triage, and resolve user IT requests via the ticketing log, email, phone, and walk-up.
- Provide first-line support for Windows desktops/laptops, Microsoft 365, network connectivity, peripherals, and basic SAP B1 navigation issues.
- Maintain target response and resolution times for production-floor issues; escalate to the ERP/IT Manager only when first-line resolution is not possible.
Hardware setup and maintenance
- Set up and deploy new laptops, desktops, monitors, headsets, and mobile devices for new hires and replacements.
- Install, configure, and troubleshoot Zebra label printers, other printers, scanners, and production-floor peripherals.
- Coordinate physical equipment moves for cell/layout changes on the production floor.
Account and access management
- Provision, deactivate and optimize user accounts (Microsoft 365, email, SAP user logins, shared drive access, VPN) following the standard onboarding and offboarding checklist.
- Perform password resets and basic permission requests
- Transfer file ownership during offboarding according to the documented procedure.
Documentation, asset management, and inventory
- Maintain the IT asset register: laptops, desktops, monitors, printers, mobile devices — including assignment, location, warranty, and lifecycle status.
- Maintain and grow a runbook / knowledge base of resolution steps for recurring issues (Tier-1 SOPs).
- Track hardware procurement requests and coordinate with approved vendors (Dell, Ahern, etc.) under the ERP/IT Manager’s authority.
Project support
- Provide implementation hands-on-keyboard support for IT projects led by the ERP/IT Manager: Microsoft 365 rollout, switch installation, ITDR rollout, AI Adoption, etc.
- Assist with rollout of the new ticketing system and asset management system once selected.
- Support periodic audits (AI audit, security audit) with information gathering and inventory verification.
Cybersecurity
- Implement and enforce Multi-Factor Authentication (MFA) across all user accounts.
- Monitor and manage Antivirus and Endpoint Detection and Response (EDR) alerts.
- Conduct regular security hygiene checks and promote cybersecurity awareness among staff.
- Manage secure user onboarding and offboarding processes to protect company data.
- Assist in maintaining firewall configurations and monitoring for unauthorized access.
Qualifications & Competencies
- Diploma or degree in Information Technology, Computer Science, or a related field — or equivalent practical experience.
- 1–3 years of hands-on helpdesk, desktop support, or IT support experience, preferably in a manufacturing, warehouse, or production environment.
- Strong working knowledge of Windows 10/11, Microsoft 365 administration basics, and Active Directory / Entra ID user management.
- Experience installing and troubleshooting printers (Zebra label printers a strong asset), scanners, and other production peripherals.
- Basic networking knowledge: IP configuration, VPN clients, Wi-Fi troubleshooting, switch port basics, Net2Phone configuration.
- Comfortable working on the production floor and communicating clearly with non-technical users.
- Strong written communication skills — able to log tickets cleanly and document resolutions.
- Eligible to work in Canada and able to be on-site at the Raz Design facility.
Preferred:
- Basic understanding of networking (TCP/IP, DNS, WiFi).
- Familiarity with ERP environments (specifically SAP B1).
- Exposure to SAP Business One (or any ERP) end-user support.
- Familiarity with ticketing platforms
- Microsoft fundamentals certifications
- Experience supporting a small-to-mid-size manufacturing environment.
Pay: $50,000.00-$70,000.00 per year
Benefits:
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
Application question(s):
- Do you have a diploma or degree in Information Technology, Computer Science, or a related field — or equivalent practical experience in IT?
- How many years of experience of hands-on helpdesk, desktop support, or IT support experience, preferably in a manufacturing, warehouse, or production environment do you have?
Work Location: In person
