IT Support Specialist

3 weeks ago

Kanata, Canada Satcom Direct Full time

**Company Overview**:
Satcom Direct (SD) provides global connectivity solutions for business and general aviation, military, government, and land mobile services. Since 1997, SD has worked to solve the unsolvable and advance the technology of connectivity through our industry-leading hardware and flight operations software. Our company culture is based on innovation and creativity which allows our team members to thrive in a dynamic atmosphere. We are looking for people who are passionate about customer satisfaction and who excel in a constantly changing environment.

SD Avionics is a division of Satcom Direct located in Kanata, the high-tech hub of Ottawa, Ontario. Our second largest site globally, this location manufactures avionics hardware, cabin routers, and the SD Plane Simple Antenna System.

Satcom Direct offers a highly competitive benefits package, which includes comprehensive health, dental, vision, disability and life insurance. Employees have an on-site gym and robust vacation time to have an excellent work/life balance. Additional benefits include matching retirement plan, pet insurance, and critical-illness insurance.

**JOB SUMMARY**:
**ESSENTIAL DUTIES/RESPONSIBILITIES**:
To perform the job successfully, an individual must be able to perform each essential duty satisfactorily and should demonstrate the following competencies to consistently perform the essential functions of this position. All employees are expected to adhere to and be knowledgeable of Satcom Direct (SD) operations standards, established security/safety rules and requirements for attendance. The requirements listed below are representative of the fundamental knowledge, skill, and/or ability required to perform the job successfully:

- Be a point of escalation for helpdesk level issues.
- Create documentation to be used by helpdesk support as well as end users to address common issues.
- Advanced understanding of Microsoft Windows Operating systems & Microsoft Office Products.
- Advanced knowledge of administrative Microsoft Active Directory functions (Account; Add, Change, Delete, role/permission groups, Distribution groups).
- Administer user access accounts for network access.
- Develop and test “Gold” images for user level hardware.
- Installation and replacement of hardware and software packages for users in all locations.
- Installation of security patches for all end user laptops, and workstations
- Assist with the relocation and reallocation of hardware and software, i.e., coordination of company moves.
- Maintain a complete list of issues for incident management and tracking.
- Maintain a complete inventory of hardware in all locations for asset management.
- Maintain a complete list of inventory that has been disposed of.
- Work with the business contingency planning to establish and maintain disaster recovery plans.
- Assist remote users with access, as well as portable and hand held hardware as well as software.
- Provide support for telecom moves, additions, and phone system problems with Cisco Call manager, and Presence Server.
- Arrange replacement or repair of damaged or outdated equipment.
- Assist other IT departments with projects or research as needed.
- Provide proactive information through research of the business to assist and improve processes.
- Performs other duties and special projects as assigned.

**EDUCATION/EXPERIENCE**:

- Must have an Associate’s degree but a Bachelor’s degree in related discipline is preferred.
- Must hold an active passport or be eligible to obtain one.
- English should be primary language or must be able to communicate fluently.

**PHYSICAL DEMANDS**:
While performing general office duties for this position, the employee is regularly required to sit, stand and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, and reading, able to lift light objects (

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