IT Technician

Position Summary

The **IT Technician** is a technical operations role, where you will be expected to providing basic end-user and workstation support, including related software and peripherals, under supervision. An **IT Technician** relies on their ethics and judgment in upholding service level agreements (SLAs), as well as follows pre-established procedures and instructions, to identify, research, and resolve technical problems reported via service request.

Qualifications and Key Skills
- 1+ years’ experience supporting workstations and other computer peripherals, in an enterprise IT environment or recently completed 4-year degree in an IT related college/university program, required.
- Ability to show aptitude in identifying, troubleshooting, and resolving technical problems, using critical thinking and analytical skills under supervision.
- Basic documentation and note taking skills, with the ability to articulate knowledge to non-technical staff in both written and verbal communications.
- Educational understanding of IT workstation maintenance processes and procedures preferred.
- Experience in the use of Microsoft Windows 10 and Apple MacOS preferred.
- Experience in the use of Microsoft Office, Adobe Cloud, and Salesforce desirable.

**Responsibilities**:

- Under supervision, perform triage, prioritization, escalate, and resolution of support requests.
- Take ownership until resolution of and provide regular updates on service requests to end-users.
- Create and maintain knowledgebase documentation, written in a manor to be understood by end-users.
- Provide support to other IT team and end-users, as part of an ITIL service desk environment, including provisioning new workstations and peripherals and facilitating hands-on or remote screenshare assistance.

Personal Qualities
- Self-motivated, proactively reporting on status and tasks to team and department leadership.
- Strong interpersonal, verbal, and written communication skills.
- Ability to operate in a rapidly changing environment with urgency, ownership, and accountability.
- Ability to accurately prioritize work items, make sound judgments, work to improve the customer experience, and get the right things done.

Working Conditions
- Responsibilities may require working evenings and weekends, sometimes with little advanced notice.
- No regular travel required.

**Job Types**: Full-time, Permanent

Pay: $50,000.00-$60,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Wellness program
- Work from home

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Guelph, ON