Tier 1 Technical Support

1 month ago

Kitchener, Canada Extend-A-Family Waterloo Region Full time

**Tier 1 Technical Support**

**Extend-A-Family Waterloo Region**

**ROLE**:
The Tier 1 Technical Support role is responsible for delivering excellent in-house technical support to end-users within the organization. This position will assist in troubleshooting and resolving hardware, software, and network issues, ensuring mínimal disruption to daily operations. The role requires strong customer service skills, a collaborative approach, and the ability to work closely with the IT Manager, as well as end-users with varying levels of comfort and experience with technology.

**HOURS AND PAY**:

- 35 Hours per week.
- Starting 21.81 to 23.13 per hour
- Enrollment in EAFWR base benefit package after three months of regular employment. Including extended health, dental, health care spending account (HAS), LTD, ASI and life insurance.
- Hybrid/Remote work with a minimum of 2 days in-office per week

**QUALIFICATIONS**:

- Completion of a community college diploma in Information Technology, Computer Science, or a related field, or a combination of equivalent experience and industry recognized certifications (i.e. CompTia).
- Approximately one year of relevant experience providing technical and network support
- Strong customer service skills with the ability to communicate technical information to non-technical users effectively.
- Ability to prioritize tasks and manage time efficiently in a fast-paced environment.
- Eagerness to learn and develop technical skills, with a proactive attitude towards professional growth.
- Familiarity with administrative functions of Microsoft Windows operating systems, Google Workspace, and Office 365 productivity suite preferred.
- Familiarity with maintaining virtual machines (VMWare) preferred.

**CORE COMPETENCIES**:
Problem Solving and Decision Making

Championing Change and Innovation

Facilitating Growth and Development

Valuing Equity Diversity Inclusion, and Belonging

**RESPONSIBILITIES AND FUNCTIONS**

Reporting to the IT Manager, the Tier 1 Technical Support will:
**End User Support**:

- Provide responsive technical assistance and support for all IT-related inquiries and issues.
- Assist with the setup, configuration, and maintenance of desktops, laptops, printers, and mobile devices.

**Troubleshooting and Issue Resolution**:

- Diagnose and resolve technical problems related to hardware, software, and network connectivity.
- Escalate unresolved issues to IT Manager or external vendors as needed, following established procedures.

**System Monitoring and Maintenance**:

- Monitor IT systems to ensure optimal performance and availability.
- Perform routine maintenance tasks such as updates, patches, and system backups.

**Inventory Management**:

- Maintain accurate records of IT assets, including hardware, software licenses, and peripherals.
- Assist in inventory audits and procurement processes under the direction of the IT Manager.

**Customer Service and Collaboration**:

- Provide exceptional customer service with a focus on problem-solving and user satisfaction.
- Collaborate effectively with IT team members to resolve complex technical issues and contribute to team goals.

**Provide Support to EAFWR Administration by**:

- Maintain awareness of and adherence to relevant guidelines, policies and procedures.
- Promote the growth of an organizational culture that is both inclusive and anti-oppressive.
- Participate in training and staff development as requested/required.

**WORKING CONDITIONS**
- This position operates primarily during regular business hours, with occasional evening or weekend work as needed for special projects or IT support events.
- Ability to lift and carry IT equipment up to 50 pounds.
- **Interested applicants are requested to attach both a Resume and Cover Letter to the ADP Application. A Cover Letter can be uploaded as an Attachment.**_

Pay: $21.81-$23.13 per hour

Expected hours: 35 per week

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care

Flexible language requirement:

- English not required

Schedule:

- Monday to Friday
- Weekends as needed

Work Location: Hybrid remote in Kitchener, ON N2H 3S4

Application deadline: 2024-10-29

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