SUMMARY
The IT Support Specialist serves as the first point of contact for employees and customers requiring technical assistance. This role is responsible for providing timely, professional, and effective support for hardware, software, network, and application-related issues while delivering an exceptional customer experience.
The successful candidate is highly customer-focused, demonstrates a strong sense of ownership, and is committed to resolving issues efficiently while ensuring customers feel supported, informed, and valued throughout the support process.
The representative is expected to take ownership of the customer experience from initial contact through resolution or appropriate escalation. They proactively communicate issue status, coordinate effective handoffs when required, and ensure customers receive a seamless support experience.
In addition to support responsibilities, the representative assists with the creation and delivery of user training, end-user communications, knowledge articles, system documentation, and user acceptance testing (UAT) activities for new applications, system enhancements, and technology initiatives. This includes helping users adopt new technologies, validating system functionality, identifying usability issues, and ensuring solutions meet business and customer needs.
This role requires a strong commitment to customer obsession, continuous improvement, and collaboration to ensure every interaction contributes to a positive and productive user experience
KEY DUTIES & RESPONSIBILITIES
Customer Support & Incident Management
- Serve as the first point of contact for IT support requests received by phone, email, chat, and self-service portals.
- Respond to incidents and service requests in a timely, professional, and customer-focused manner.
- Diagnose, troubleshoot, and resolve Level 1 hardware, software, application, account access, single sign-on and network connectivity issues.
- Record, categorize, prioritize, and track incidents and requests leveraging respective organization's IT Service Management (ITSM) platform.
- Escalate unresolved or complex issues to appropriate support teams while maintaining ownership and accountability for the customer experience.
- Monitor ticket queues and ensure service level agreements (SLAs) are consistently met.
- Collaborates with other support groups (e.g. BGIS Corp IT, etc) to help resolve support requests when required.
Customer Experience & Customer Obsession
- Deliver exceptional customer service by demonstrating professionalism, empathy, patience, and responsiveness in every interaction.
- Take ownership of customer issues from initial contact through resolution, ensuring customers receive timely updates and follow-up.
- Communicate technical information in clear, user-friendly language.
- Perform warm handoffs when transferring issues to other support teams to ensure a seamless customer experience.
- Proactively identify and address customer concerns before they escalate.
- Build trust and confidence with users by consistently meeting commitments and following through on actions.
- Champion a customer-obsessed culture by continuously seeking opportunities to improve the user experience.
User Training & Communications
- Assist in the development and delivery of end-user training sessions, workshops, and onboarding activities.
- Create and maintain user guides, quick reference materials, FAQs, and knowledge base articles.
- Support the development and distribution of IT communications, including service announcements, outage notifications, system updates, and awareness campaigns.
- Promote technology adoption by proactive user outreach and educating users on system features, best practices, and available support resources.
- Gather user feedback and recommend improvements to training materials and communication strategies.
Testing & Quality Assurance
- Participate in User Acceptance Testing (UAT) for new applications, system enhancements, upgrades, and technology initiatives.
- Execute test scripts, document results, and identify defects or usability issues.
- Validate that solutions meet business requirements and user expectations.
- Collaborate with technical teams and business stakeholders to resolve issues identified during testing activities.
- Assist in validating production deployments and post-release functionality.
Account & Technology Support
- Provision, modify, and decommission user accounts and system access in accordance with security and compliance requirements.
- Support workstation deployments, software installations, equipment setup, and mobile device configuration.
- Assist with user onboarding and offboarding activities.
- Maintain accurate asset inventory and support records where required.
Documentation & Continuous Improvement
- Maintain detailed and accurate ticket documentation and troubleshooting notes, tracking of key Account IT registers e.g. (User Access, Shared Mailboxes, Connected SSO domains)
- Contribute to the creation and maintenance of support procedures and knowledge management resources.
- Identify recurring issues and recommend process, system, or service improvements.
- Participate in team meetings, training sessions, and continuous improvement initiatives.
- Stay current with supported technologies, applications, and customer service best practices.
Collaboration & Teamwork
- Work collaboratively with IT teams, business stakeholders, vendors, and customers to resolve issues and improve service delivery.
- Support project activities as required, including testing, communications, deployment, and user readiness activities.
- Share knowledge and best practices with colleagues to improve overall team effectiveness.
- Demonstrate a positive, customer-centric attitude and contribute to a culture of accountability, collaboration, and continuous improvement.
Collaboration & Teamwork
- Own the customer experience, not just the request/ticket.
- Ensure customers never have to chase updates or repeat information.
- Focus on outcomes and successful resolution rather than simply closing tickets.
- Deliver every interaction with professionalism, empathy, urgency, and accountability.
- Consistently seek opportunities to exceed customer expectations and improve satisfaction.
KNOWLEDGE & SKILLS
- MINIMUM EDUCATION: Community college diploma or equivalent training (e.g. RPA, CET).
- JOB-RELATED EXPERIENCE: More than one year up to three years.
- 2+ years of experience in a desktop support, IT support, or comparable role.
- Highly developed troubleshooting/problem solving skills.
- Excellent customer service skills.
- Excellent written and verbal communication skills (English).
- Knowledge of the latest Windows operating systems.
- Knowledge supporting Windows applications (Word, Excel, Outlook, Teams, Internet Explorer/Edge/Chrome, etc.).
- Knowledge of Microsoft Active Directory and/or Entra ID.
- Knowledge of IT security practices
- Knowledge of Microsoft Azure and/or AWS is nice to have.
- Knowledge of macOS is nice to have.
- Works well independently or in a team setting, under pressure and within time constraints.
- Ability to prioritize competing priorities appropriately.
- Demonstrates proficiency using Microsoft applications (Word, Excel).
Proficiency using any help desk, facilities management or CMMS technologies, an asset.
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Licenses and/or Professional Accreditation
This is a regular, full-time position with a salary range of $54,185 - $67,732 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education and performance related to this role.
