IT Support Specialist

It Support Specialist

In this role, you will report directly to the IT Director and be tasked to provide level 1 and level 2 technical support of desktop hardware/software, mobile devices, and peripherals for our North American staff.

Essential Job Functions

• Install, configure, and maintain computers and peripherals
• Provide guidance and training to staff in resolving problems and queries
• Document resolution for future reference
• Document technical procedures and user guides
• Maintain Help Desk ticket via the ticketing system and escalate support issues that cannot be resolved by simple corrective measures
• Provide preventative and reactive maintenance to hardware and software when required
• Assist with maintaining hardware inventory records
• Create and maintain technical documentation of systems configurations and processes

Requirements For The Role

• AEC or any other degree in a computer-related field
• 3 years prior experience
• Proficiency in both French and English is required, with an upper-intermediate level in French and an intermediate level in English, as approximately 50% of this role involves interacting with and supporting our North American locations such as Vancouver and Calgary
• Technical Troubleshooting Skills
• Ability to diagnose and resolve hardware, software, and network issues
• Familiarity with Windows, macOS, and common office software (e.g., Microsoft 365, Zoom)
• Customer Service and Communication
• Clear, patient communication with non-technical users
• Strong documentation habits and ability to translate tech issues into user-friendly language
• Knowledge of Networking Fundamentals
• Understanding basic networking concepts (e.g., DNS, DHCP, IP addressing)
• Ability to troubleshoot Wi-Fi and LAN connectivity issues
• Experience with Ticketing Systems and Remote Support Tools
• Proficiency in using systems like ServiceNow, Zendesk, or Jira for tracking incidents and requests
• Familiarity with tools such as TeamViewer, AnyDesk, or RDP for remote troubleshooting
• Operating System and Device Management
• Comfortable with installing, configuring, and maintaining operating systems (primarily Windows or sometimes macOS)
• Experience managing mobile devices and peripheral equipment (printers, scanners, etc.)

Competencies Required For The Role

• Detail oriented
• Client service focused
• Strong organization skills
• Ability to multitask

J-18808-Ljbffr