IT Support Specialist

Company Description

Zef Scientific, Inc. is an engineering scientific firm based in the Greater Montreal Metropolitan Area, specializing in state-of-the-art LCMS instrumentation.

They cover a wide range of instruments used in pharmaceutical, biotechnology, chemical, cosmetics, and other industries, offering repair services, service contracts, preventive maintenance, and compliance solutions.

Zef Scientific is a proud distributor and authorized service provider for Shimadzu Scientific chromatography products, and exclusive distributor of the V-KIT product in North America.

Role Description

This is a full-time hybrid role for an IT Support at Zef Scientific, Inc. The IT Support Technician will be responsible for providing technical support, troubleshooting desktop computers, handling printer support, and performing computer repairs on a day-to-day basis.

Qualifications

• Diploma in IT or computer science
• Minimum 1-2 years of experience in a similar role

The main responsibilities are :

Under the direction of the IT Manager, the IT Support’s goal is to provide the company with the additional general IT support for the clients and the employees.

• Responding immediately to usability concerns, anticipating potential problems and taking action to solve them before they impact users, when possible.
• Adding, removing, or updating user information such as logins and passwords.
• Documenting the network’s configuration and maintaining system health and security.
• Creating accounts for all users and assigning security levels.
• Providing end-to-end technical support on internal software and problem resolution for internal employees.
• Managing the configuration of operating systems.
• Responding in a timely manner to service issues and requests.
• Providing technical support across the company (this may be in person or over the phone).
• Repairing and replacing equipment as necessary.
• Testing new technology.
• Installing, configuring, and supporting workstation software, hardware, printers, and phones.
• Analyzing staff needs, identifying vulnerabilities, and boosting efficiency and accuracy.
• Implementing applications and software upgrades and troubleshooting any performance issues.
• Troubleshooting and diagnosing IT problems, identifying root causes, and implementing solutions to minimize downtime and disruptions.
• Installing, configuring, and maintaining computer systems, software, and peripherals to ensure optimal performance and security.
• Assisting with the setup and deployment of new devices, including computers, printers, and mobile devices.
• Managing user accounts and access permissions, ensuring data security and compliance with company policies.
• Responding to IT support tickets and inquiries via various channels, such as email, phone, or ticketing systems, and documenting solutions and resolutions.
• Providing training and guidance to end-users on IT tools, applications, and best practices to enhance their productivity and technical proficiency.
• Monitoring and maintaining IT inventory, including hardware and software licenses, and assisting with procurement as needed.
• Staying updated with the latest technology trends and advancements in IT support, continuously enhancing technical skills and knowledge.
• Installing and configuring computer hardware, software, systems, networks, printers, and scanners.
• Providing technical support across the company (this may be in person, MS Teams, or over the phone).
• Helping employees in using software and hardware and providing technical support when needed.
• Written and verbal communication skills.
• Planning and organization skills.
• Problem-solving skills.
• Proficient knowledge of Windows-based server OS such as Microsoft Windows Server and Desktop.
• Software installations; installing/uninstalling computer peripherals, desktop roll-outs.
• Gaining an understanding of remote users' IT concerns & issues.
• Providing an initial assessment to determine the root cause of IT tickets & resolving those issues.
• Creating reports on IT tickets, categorizing those issues & prioritizing solutions.
• Cataloging and inventory of IT equipment, following up with servicing agreements with equipment owned.
• Executing any other IT tasks as assigned by the direct Manager.