IT Support Specialist

2 days ago

Vaughan, Ontario, Canada Modern Niagara Full time

IT Support Specialist sought to evaluate and resolve technical issues, maintain end-user devices, and provide exceptional customer service in a fast-paced, innovative environment.

Modern Niagara is a leading provider of mechanical, electrical, and building services solutions across Canada. We are committed to delivering exceptional service and fostering a positive impact on our communities.

We value passion, initiative, and professionalism, and we are dedicated to ensuring our teams have everything they need to succeed. Our award-winning safety culture has a record well above industry standards.

As an IT Support Specialist, you will work alongside values-driven, safety-conscious, and high-impact teams in a collaborative environment. Your knowledge, skills, and excellent service will help ensure that our buildings meet the needs of our clients.

Key Responsibilities:

  • Evaluate documented resolutions and analyze root cause to prevent future problems.
  • Maintain end-user computing and mobile devices and applications.
  • Field incoming help requests from end-users via telephone and email in a courteous manner.
  • Build rapport to gain a holistic view of clients' issues/requests.
  • Prioritize issues/requests based on impact and escalate problems when required.
  • Record, track, and document the help desk request problem-solving process.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software.
  • Install anti-virus and remote access software.
  • Perform preventative maintenance, including checking and cleaning of workstations.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and frequently asked questions lists for end-users.

Requirements:

  • A technical background, comfortable with operational technologies.
  • A strong communicator, able to build rapport and adapt training methods.
  • Organized, autonomous, and able to work with minimal oversight.
  • Experience working with software vendors to optimize support and functionality.
  • Experience with remote support, app, and server support.
  • Back-end server support required, such as setting up email accounts.
  • Willing and able to do light and heavy lifting.
  • Able and willing to support the team nationally.
  • Experience in the construction industry would be considered an asset.

Modern Niagara is an equal opportunity employer and is committed to fostering a diverse, equitable, and inclusive organization. We recognize the value of fostering a diverse, equitable, and inclusive organization and are committed to eliminating barriers faced by members of equity-seeking groups.

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