IT Service Professional

IT Service team member serves as the frontline face of our global IT department, directly driving end-user enablement, rapid incident triage, and hands-on manufacturing support. Working as part of our global IT team and reporting directly to the IT Service Manager at our Burnaby head office, your mission is to maintain peak operational workflow for our staff by managing ticketing queues, delivering user training, creating or updating documentation and reporting, and keeping communication channels seamless. Work Arrangement: Upon successful completion of the probation period, this hybrid role will work full-time from the HQ office 4 days per week and 1 day per week from home.

Typical Duties, Activities, & Responsibilities

• Frontline Support & Ticket Management
• Active oversight, prioritization, and management of corporate IT service tickets.
• Direct, empathetic technical assistance across virtual spaces, chats, emails, and physical desk-side visits.

• Software Enablement, AI Tools Support & Training
• Software & Generative AI Support: Provide hands-on guidance and troubleshooting for everyday office software, Google Workspace tools, and AI tools to help staff work efficiently.
• User Accounts & Access Management: Set up new user accounts, manage group permissions, assist employees with password resets and system logins, and manage account closures.
• User Training & Documentation: Lead onboarding for new hires, provide training on software and IT tools, author and update easy-to-follow user guides and knowledge base articles, and manage software licenses.

• Manufacturing Support
• Manufacturing Operations Support: Provide technical assistance for shop-floor systems, production hardware, and manufacturing workstations to maintain continuous operations.
• Regional Transit: Routine travel between regional corporate offices across the Lower Mainland as operationally requested. (Note: Mileage for personal vehicle deployment is fully reimbursed based on actual mileage).

• Hardware Deployment & Lifecycle Management
• Sourcing, physical deployment, configuration, and hands-on troubleshooting of computing hardware, network peripherals, network cross-connections, and workstation operating systems.
• Asset tracking documentation and asset lifecycle administration.

• Policy Enforcement
• Enforcing and upholding strict internal IT security protocols and compliance guidelines across all departments.
• Adhering to the LMI Employee Handbook and company policies.

Education & Qualifications

• Core Requirements
• Diploma in Information Technology or a related field.
• 1–3 years of experience in a help desk or IT support role within a corporate environment.

• Technical Skills
• Working knowledge of Google Workspace and Generative AI tools.
• Automation & Scripting: Demonstrated ability or strong interest in using automation tools to optimize repetitive operational tasks.
• Experience with corporate antivirus software.
• Fundamental understanding of IT ticketing systems.
• Fundamentals of corporate networking (packet analysis, VLAN, WiFi, etc.).
• Fundamentals of Google Workspace and Active Directory.
• Multi-OS fundamentals (Windows Enterprise, macOS, and Linux distributions).

• General Skills & Competencies
• Excellent verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users.
• Strong analytical and problem-solving skills with a proactive approach to identifying and resolving issues.
• A customer-centric attitude with a focus on providing excellent service and ensuring user satisfaction.
• Ability to effectively collaborate with IT team members and colleagues across different departments.
• Ability to prioritize tasks, manage time effectively, and work independently.

Our Hiring Journey

• Initial Screening: Discovery conversation with HR.
• Hiring Manager Interview: Discussion with the IT Service Manager regarding role alignment.
• Team Fit: O