IT Support Specialist

5 days ago

Winnipeg, Canada Resolute Technology Solutions Inc Full time

As the **IT Support Specialist (Workplace Technology Specialist)**, you are the first point of contact for our clients as well as within our company. You will provide technical support to our staff as well as our clients through the direction of the Workplace Technology Team Lead. Working with other team members, you will be responsible for ensuring that technical incidents and requests for service are logged and assigned accurately. You will have the ability to provide elite customer service with a focus on recognizing potential problems and taking preventative action.

**What you would be responsible for**:

- Follow established company Workplace Technology procedures for IT support and update/follow ticket procedures ensuring achievement of established KPI’s and SLA’s
- Action daily checklists, respond to alerts and resolve issues
- Prioritize outstanding issues and manage user expectations
- Escalate problem issues accurately, proactively and in a timely and manner, making recommendations as necessary while using established guidelines
- Identify, recommend, and implement enhancements to processes and procedures
- Following provided industry best-practice guides for building, deploying, servicing, and supporting workstation hardware, software, mobile devices, phones, and peripherals
- Active directory administration, including managing users, devices, and group policies
- Office 365 and Azure administration, including managing users, groups, distribution lists and Teams features
- Perform remote desktop support for client, corporate and home office employees
- Assist with the procurement and fulfillment of all necessary IT goods and services for Resolute and their clients
- Generate new or revised purchase orders from an approved purchase request, verifying vendor product information, shipping information, delivery dates, budget codes, taxes, and other related information
- Analyze purchase and offer proposals and negotiate accordingly
- Leverage alternate suppliers for competitive sourcing, inventory shortages, and logistics pricing
- Contract negotiations to reduce purchasing costs and shipping fees
- Monitoring the performance of suppliers and serve as a resource to resolve common issues and problems
- Assist in asset management procedures as required (life cycle management)
- Support other Resolute team members with knowledge sharing, brainstorming, collaboration, etc. as requested or required
- Able to provide on call support as required
- Perform other related duties as assigned

**What you bring to the table**:

- Technical College diploma or equivalent experience and training
- 2 years progressive experience in IT Support positions
- Experience installing and maintaining personal computers and servers and related hardware, software, printer, and networks
- Experience working providing PC/Mac support and/or in a Helpdesk environment
- Experience in the following product areas and functions:

- Windows 10, Microsoft Outlook, and Microsoft Office
- Familiarity with Office 365 administration
- Automated software distribution tools such as SCCM and SpecOps
- Experience with various remote takeover tools and technologies
- Strong troubleshooting ability with the ability to communicate with other technical groups within the IT department
- Solid understanding of networking concepts, with the ability to troubleshoot basic connectivity between devices such as switch, routers, and firewalls.
- Familiar with DNS, DHCP, TCP/IP, etc.
- The ability to execute processes closely and accurately as well as procedures and checklists
- Familiar with all ITIL processes
- Citrix workspace administration and support considered an asset
- Certifications such as MCSE, Network+, A+, CCNA, RHCP a definite asset
- Microsoft Azure experience considered an asset
- Some experience with Apple hardware and software products considered an asset
- Must be self motivated
- Ability to effectively manage time and have solid decision making and organization skills
- Ability to manage deadlines and work under pressure
- Ability to deal effectively with coworkers and professional staff
- Strong verbal and written communication skills are essential
- Ability to speak and understand the French language fluently is an asset
- Must have an ability to work independently as well as on a team
- Must have a strong service ethic

**What RTS gives back to you**:

- A collaborative and creative work environment that truly values and cares about their employees as people
- Bonus Program
- Comprehensive benefits package
- Training and education opportunities
- A fun and inclusive team building environment

If you have any questions, please contact us We are not able to hire (or sponsor) out-of-country applicants that do not have a current Permanent Resident Status or Work Visa.

Other similar names for this role include: Workplace Technology Specialist, IT Support Specialist, Service Centre Specialist, Helpdesk Specialist, Desktop Support, and

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