IT Support Representative

**Who We Are**:
CAA Niagara is a proud Niagara Region employer, that strives on delivering rewarding experiences and enhancing the lives of our community. For over one hundred years, we have been a staple within our community, providing such services as emergency roadside assistance, travel services, insurance coverage, membership and rewards savings; continually growing our suite of relevant services and products.

A true community partner, we could not be here without our over 150,000 members across Niagara, allowing us to focus on earning your continued trust, every day

Position Summary

This is a Full-time 12 month contract position.
The IT Support Representative is the first point of contact for all systems and communication related issues and escalations. The IT Support Representative will provide technical assistance in an efficient and friendly manner; escalating as required while keeping the user (employee) informed throughout the complete lifecycle of any support ticket, from start to completion.

Primary

**Responsibilities**:

- Utilize exceptional customer service skills to strive to exceed all customer expectations
- Ensure accurate data capture while creating and updating support tickets in our system
- Research, uncover, and convey resolutions to customer issues
- Perform desk-side support to all employees to fix any technical related issues
- Escalate unresolved queries to next-level support while maintaining communication with user until the issue has been resolved
- Stage, test and install all computer equipment at all CAA Niagara locations
- Responsible for all system administration tasks such as: password changes, password resets, and granting access to network resources
- Update customer data and produce activity reports

This is not an exhaustive list and other duties may be assigned as permanent or temporary, where needs are required.

**Qualifications**:

- Advanced troubleshooting, multi-tasking and time management skills
- Customer service orientation with strong communication: verbal, written and oral
- Positive attitude with a personable demeanor
- Ability to creatively problem solve and produce solutions
- Attention to detail with the ability to think ‘big-picture’
- Capacity to work with tight deadlines and adaptable to a changing environment
- Experience working with confidential information and data
- IT Professional who embodies: Teamwork, Service Excellence, Integrity, Respect & Inclusivity

Education & Experience
- Post-Secondary Education in relevant field preferred, or relevant work experience
- Required: Minimum 1 year experience administering a Microsoft Domain environment
- Required: Project Working knowledge of service desk software, computers and networks
- Required: Working knowledge of Active Directory and Office 365

Working Conditions
- Working in an office environment with frequent interruptions
- Ability to travel to all locations within Niagara Region for IT support
- Available to fulfill assigned “on call” responsibilities (on rotation)
- After hours based on various business needs

We will work with you to meet your needs and ensure a positive experience throughout the recruitment journey.