User Support Technician

JOB PURPOSE The User support technician provide first-line technical support to computer users experiencing difficulties with computer hardware and with computer applications and communications software. They ensure employees who use company software and hardware stay as productive as possible by making interfaces streamlined and user-friendly. DUTIES AND RESPONSIBILITIES Assessing a company's information system and identifying gaps that need to be addressed Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced Consult user guides, technical manuals and other documents to research and implement solutions Reproduce, diagnose and resolve technical problems encountered by users Provide advice and training to users in response to identified difficulties Provide first-line technical support to users experience hardware and software problems. Install, configure, and troubleshoot end-user issues such as slow computer performance, inability to connect to the internet, printing errors, and full storage. Train and guide end-users and IT team members on technology tools and best practices. Manage email distribution lists and account management such as password resets, and user access request. Provide business systems, network and Internet support to users in response to identified difficulties Collect, organize and maintain a problems and solutions log for use by other technical support analysts Ensure compliance with IT security policies and data protection standards. Manage and maintain network infrastructure, including routers, switches, firewalls, Maintain, troubleshoot, repair and administer firewalls, local area networks (LANs), wide area networks (WANs), servers and computer workstations. Monitor network performance (availability, utilization, throughput, goodput, and latency), test for weaknesses, provide suggestions for improvement, and organize maintenance activities. Install, configure, test, and maintain software and hardware. Such as computers, printers, servers, operating systems etc. Regularly check to ensure that systems are up-to-date. Install critical updates across networked assets to limit the organizations security exposure. Ensuring all systems run smoothly and efficiently Identify, analyze and document discrepancies and ensure that appropriate adjustments are made Perform preventive maintenance tasks on computer systems. Creating detailed reports about company networks, software, and hardware Other duties as assigned. QUALIFICATIONS Completion of a post-secondary diploma or certificate in computer science, information technology, or a related filed, or an equivalent combination of education and work experience. 2+ years of hands on experience as an IT Specialist experience, preferably in a manufacturing or industrial environment. Advanced knowledge of LAN/WAN technologies Knowledge of Windows server environments, email systems, and common desktop troubleshooting techniques. Strong knowledge of IT standards, policies and procedures. Advanced experience with Windows Server operating systems and Active Directory (on-prem and Microsoft Entra). Proficient in troubleshooting hardware/software and system integration Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical audiences Proficiency in Microsoft Excel, Word, and ERP systems (Visual Manufacturing preferred). Strong analytical, problem-solving, and decision-making skills. Knowledge of ISO procedures and audit requirements is an asset.