Technical Support Spec

4 weeks ago


Steinbach, Canada Loewen Windows and Doors Full time

**DUTIES**:

- Enter, manage, and update IT support tickets within the on-account service ticket system
- Record the problem symptoms, provide, and document resolution for hardware and software helpdesk requests and support root cause analysis
- Ownership to track status of all tickets, including those elevated to higher level support, through resolution with follow-up with end-user
- Take initiative to become further educated in relevant systems administration, information technology, and emerging trends
- Create and document IT policies and procedures as required
- Complete tasks related to IT service level agreements and key performance indicators
- Support end user hardware, software, security, and connectivity to the local network or Internet as required
- Evening, weekend, or holiday working hours may be required at times, as well as participation in on-call rotation.
- Perform other duties as assigned

**REQUIREMENTS**:

- High school diploma or equivalent required
- Ability to learn and willingness to take on more complex tasks in a fast-paced environment
- Experience with Microsoft Windows 10/11, Microsoft 365 suite including specific experience with Microsoft SharePoint, Excel, Outlook, and Teams
- Ability to work with and troubleshoot Apple and Android hardware devices.
- Ability to diligently create and maintain clear and concise documentation
- Strong interpersonal skills and ability to work well with others
- Strong analytical, evaluative, and problem-solving abilities with ability to multitask
- Excellent verbal & written communication skills
- Ability to clearly relay technical data to non-technical individuals
- Detail oriented with good follow-up and follow-through
- Must be on site at our Steinbach location

***ASSETS**
- Technical certifications in a specialty area, such as Microsoft M365, ITIL, or A+
- Experience with Jira Service Desk, Microsoft Intune, Microsoft Azure, and PDQ
- Experience in customer support or helpdesk role



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