IT Technician

**Global Technology Services - IT Technician**

The Information Technology Technician role is responsible for the resolution of technology problems/issues for end users. IT Technician personnel will resolve issues directly in person as well as remotely. The position requires effective verbal as well as non-verbal skills. This is primarily a customer service oriented position and performance/feedback from the end users will be considered in performance reviews. This position will work closely with members within GTS as well as members of the Core Enterprise group.

**Requirements**:
1-2 years' experience (preferably in the Architecture, Engineering or Construction environment)

**Reporting Relationship**

The IT Technician reports to the IT Services Manager in that region and/or to the Director of GTS. This position is also responsible to the local office management through the Managing Principle and the Director of Operations.

**Work Unit & Location**

This job position and reporting structure applies to the role within Perkins and Will Information Technology group. This position will service the Toronto and Ottawa offices.

**Responsibilities**

The primary responsibility is to effectively communicate processes and procedures to resolve end user issues
- Communicating directly in person
- Communicating over the phone/remote sessions/chat to resolve issues
- Delivering standardized IT orientation and training to new and existing staff on existing or planned deployments/roll outs
- Coordinate and work with outside stakeholders to resolves issues or contribute to effective inter-organization collaboration

Use Perkins and Will Service infrastructure services to log/resolve issues and further improve the collective knowledgebase

PC and laptop hardware (including peripherals) maintenance and troubleshooting (examples include but are not limited to the following)
- Process repairs (warranty covered and non-warranty cases)
- Process new and returning leased inventory according to standard procedures
- Assisting/Maintaining accurate inventory of all IT related hardware
- Assisting in procurement of office funded hardware
- Move/Setup IT hardware for end users
- SCCM software distribution
- OS Imaging/Re-imaging for trouble resolution and planned deployments
- Assisting/Maintaining accurate inventory of all software
- Assisting procurement of office funded software

Windows OS troubleshooting and maintenance (examples include but are not limited to the following)
- User profile issues
- Driver issues

VPN troubleshooting

Basic network troubleshooting (examples include but are not limited to the following)
- TCP/IP and DNS troubleshooting
- Wireless connectivity
- Assist/Maintain efforts in organizing and managing server room/network distribution closets (including patch cables, patch panels, intermediate jacks, etc.)

Basic server troubleshooting
- Assist Server and Storage team by providing remote assistance on issue resolution and planned deployments (including the packing / unpacking/ mounting of equipment)
- Assist by inspecting servers for error lights and alarms

Basic Audio/Visual troubleshooting and maintenance
- Projectors
- TV displays/monitors
- Sound systems

Low level Windows Active Directory management tasks (examples include but are not limited to the following)
- Account creation /disable /lock out /reset
- Setup and maintaining distribution lists and security groups (may require coordination with other IT staff)

Microsoft Office troubleshooting and product use assistance

Adobe Creative Suite/Creative Cloud troubleshooting and product use assistance (current and recent versions)

Mobile device OS troubleshooting and product use assistance
- Apple iOS (current and recent versions)
- Android (current and recent versions)
- Any future mobile devices/platforms adopted by firm

Autodesk troubleshooting and product use assistance
- Revit (current and recent versions)
- AutoCAD (current and recent versions)

Newforma troubleshooting and product use assistance

**Position Requirements**

Must be and be perceived by staff as service oriented and effective in resolving end user issues

Exhibit positive and effective communication skills and a natural desire to share knowledge in a collegial, collaborative and relevant fashion.

Must be open to and demonstrate learning new skill sets and advancing current skill sets

**Knowledge & Experience**

College diploma or university degree

Minimum of 1 year experience directly supporting technology for end users (preferably in the Architecture, Engineering or Construction industry)

Resolving technical issues remotely

**Work Conditions**

Standard business hours plus availability to resolve off-hours issues.

Travel to our Ottawa studio on a monthly or as-needed basis. Occasional travel domestically or internationally for IT Service needs in company office locations or remote user locations.

Lifting and transporting of heavy to moderately heavy objects, such as