IT Support Specialist

4 weeks ago

Ottawa, Ontario, Canada Modern Niagara Full time

Modern Niagara helps building owners, managers, and general contractors meet the mechanical, electrical, integrated building technology, and building services needs of their buildings across Vancouver, Calgary, Edmonton, Toronto, Southwestern Ontario, and Ottawa. We also develop custom, turnkey solutions to help reach the desired outcomes. We are committed to having a positive and meaningful impact on Canada's infrastructure and on the communities where we live, learn, work, and heal.

WE BUILD FOR LIFE.

We value passion, initiative, determination, professionalism, and teamwork and we are committed to ensuring that our teams have everything they need to succeed. Health and safety are embedded in everything we do and, as a result, our award-winning safety culture has a record that's well above industry standards.

At Modern Niagara, you will work alongside values-driven, safety-conscious, and high-impact teams in a fast-paced, innovative, and collaborative environment. Here, your knowledge, skills, and excellent service will help ensure that the buildings that make up Canada's infrastructure fulfill the needs they were set out to meet.

Modern Niagara is one of Canada's Best Managed Companies and is a recipient of SMACNA's Safety Excellence Award Program (SSEAP) – Canada and the Canadian Occupational Safety (COS) Magazine's Gold Winner for Canada's Safest Employers Award in the Building and Construction category and Excellence Winner for Canada's Best Health + Safety Culture Award as well as Canada's Best Health + Safety Leader Award.

Modern Niagara is seeking an IT Support Specialist (Tier 2) to join our Ottawa IT Team to provide Modern Niagara staff with the tools and support that empower them to be exceptional and deliver the best solutions possible for our customers. This involves both pro-actively identifying areas for improvement, in addition to providing technical support services for computer systems, mobile devices, software, telecommunications and audio-visual technology.

You will monitor, maintain, install and configure end user systems and enterprise applications. You will apply your knowledge of both hardware and software systems in order to diagnose and resolve any technical or application issues. You will provide in-person deskside support while utilizing various diagnostic tools and methodologies (Root cause analysis, trend analysis, vendor technical support, Ticketing systems, etc.)

As an IT Support Specialist, you will be a strong problem solver that can own desktop and application related complex issues from initiation through to resolution.

Duties and Responsibilities

Maintain end user Computing and Mobile devices and applications.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications.
Comfortable with basic and complex tasks from Tier 1 and Tier 2 levels.
Perform more complex application support, including installing, configuring, and maintaining the organization's applications, as well as troubleshooting end user questions and queries.
Continually prioritize issues/requests based on urgency and impact.
With an eye to continual service improvement, build rapport to gain a holistic view of users' issues/requests.
Apply diagnostic utilities and access software updates, drivers, knowledge bases, and frequently asked questions to aid in troubleshooting.
Root cause investigation to ensure problems have been adequately resolved.
Perform post-resolution follow-ups to help requests.
Evaluate documented resolutions and analyze root cause to prevent future problems.
Develop help sheets and frequently asked questions lists for end users.
Collaborate with teammates for maintaining a current knowledge base of best practices, issue resolutions.

Knowledge & Experience
4+ years experience in a Tier 2 desk support position.
A technical background, comfortable with operational technologies, and able to become a subject matter expert with specific software and hardware solutions.
Experience with remote support (e.g., helpdesk/service desk, PC, desk side, phone).
Experience with desktop and server operating systems and back-end server support (e.g., setting up email accounts).
Familiarity with the fundamental principles of ITIL.
Willing and able to do light and heavy lifting.
Experience managing service tickets from call to resolution in ITSM ticketing tools.
Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
Fluent in English with strong written and oral communication skills.
Strong documentation skills.
Organized, autonomous and able to work with minimal oversight.
Willing and able to support the team nationally.
Experience working in a team-oriented, collaborative environment.
Familiarity with Zoho ManageEngine would be considered an asset.
Experience with Infrastructure Network will be considered an asset.
Experience working with software vendors to optimize support and functionality would be considered an asset.
Experience in the construction industry would be considered an asset.

We thank all applicants for their interest, however, only those selected for an interview will be contacted.
At Modern Niagara, 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 (women, Indigenous, Black, racialized, 2SLGBTQIA+, people with disabilities, and new immigrants) in the construction industry. Our DEI vision is to build an organization where everyone has access to the same opportunities, experience equitable outcomes, and can thrive and reach their full potential.
We value the diversity of the people we hire and serve. Modern Niagara is an equal opportunity employer. If you require accommodation during the recruitment process, please advise us so that suitable accommodations can be made. We can be reached at

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