IT Support Specialist

IT Support Specialist - Level 2 provides support to both the IT Support Specialist - Level 1, and the IT
Systems Specialist - Level 3, as needed. As a team, we provide exceptional IT support services to all
EQUS employees.

**Duties**

Computer System and Network Tasks
- Provide coverage and assist the IT Systems Specialist when needed
- Provide after-hours and occasional weekend support for infrastructure related issues and

maintenance
- Ensure knowledge base, systems and process documentation, user guides, configuration

documentation and instructional manuals are maintained by the IT team
- Serve as the escalation point for the IT Support - Level 1 issues and coordinating with third party

partners as required
- Ability to troubleshoot network/communication issues and work with vendors on a resolution
- Assist IT Systems Specialist with higher level tasks such as folder permissions, network

troubleshooting, disaster recovery, server administration, and IT infrastructure maintenance
- Provide mentorship and training for IT Support - Level 1
- Perform installations, maintenance, repair and replacement work on any computer related

equipment that supports the business, including laptops, desktops, communications equipment,

tablets/iPads, smart phones, printers, networks, or any piece of computer related peripheral or

software which an end user would be using.
- Utilize EQUS IT assets management tool to update the IT inventory system including, but not

limited to: software, hardware, fob keys, security codes, etc.
- Remove data and software and decommission hardware prior to recycling or disposal of

equipment
- Support IT Systems Specialist with various tasks, as required

Helpdesk Tasks
- Administers internal systems such as Inventory, Ticketing, Software Deployment, Mobile Device

Management, phone systems, security systems, etc.
- Provide primary IT support for all EQUS offices
- Provide IT orientations for new employees
- Troubleshoot and resolve hardware/operating system/software related issues and basic

other communication methods
- Ensure all issues are resolved to user’s satisfaction, following the EQUS issue resolution process
- Redirect service requests to other team members, as needed
- Provide professional, user-friendly, and courteous client service to the users
- Provide software, hardware, and cybersecurity training to users, as required
- Additional administrative and supportive tasks, as needed

**Other Tasks**
- Assist with the maintenance and support of all servers and network equipment
- Support technology initiatives and strategies
- Educate staff on cybersecurity best practices
- Assist in IT reporting, budgeting, and planning
- Help clean and organize all IT related devices
- Other tasks as assigned

**Review and Approval of Work**

This position reports to Business Services Leader - IT

**Job Requirements and Qualifications**
- Excellent written and verbal communication skills
- Effective and respectful customer service skills
- Ability to work both independently with mínimal supervision and collaboratively on various

tasks
- Ability to prioritize and respond to competing tasks in a fast-paced environment
- Well-developed research skills and resourcefulness
- Positive attitude and ability to thrive in a fast-paced working environment
- This is position is based out of our Corporate Office in Innisfail, and will require periodic travel to

our other Area Offices for support

**Education and Experience**
- Post-secondary degree or diploma in Information Technology or Network Administration and/or

Cyber Security Program
- A minimum of 5 years experience in a related position
- Experience working with and supporting PC hardware, Microsoft Windows and Office Software,

TCP/IP Networking, and internet browsers
- Windows 10, 11. Windows Server 2016, 2019, 2022
- Active Directory, DNS, DHCP, print servers, Exchange server, MSSSQL and file servers
- Next-generation firewalls
- Microsoft 365 administration
- Managed Antivirus software
- Centralized backup software
- Oracle ERP Software
- Hyper-V and VMware hypervisors
- Networking (Switches, Firewalls, WAPs, VPNs, etc)
- Mobile Device Management (MDM)
- NTFS & Share Permissions
- Ticketing systems
- NEC Phone Systems

**Compensation**

EQUS strives to attract and retain highly skilled talent and expertise vital to our organization’s success.

We offer competitive wages, a comprehensive benefits package, and excellent opportunities for

development and growth.

**Power up your career by joining the EQUS team**

The Employee Recommended Workplace Award recognizes excellence in
achieving a healthy, engaged and productive workforce. It is the only
award of its kind that is based entirely on feedback from employees.

**EQUS would like to thank you in advance for your resume. It will be kept on file for six months from the date it is**

**submitted. EQUS REA LTD. (EQUS) collects only that personal information about job applicants that