IT Support

**IT Support / Help Desk Specialist**

The IT Support / Help Desk Specialist’s role is to ensure consistent computer, cell phone and network operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user and deployment requests. Problem resolution may involve the use of diagnostic and request tracking tools and will frequently require that the individual give in-person, hands-on help at the desktop level.

**Major Job Responsibilities**
- Prioritize problem resolutions and escalate issues as required to the appropriately experienced team member, vendor and/or management.
- Document and track all computer related support activities utilizing the in-house tracking system.
- Alert management to emerging trends in incidents and areas of potential concern to the agency.
- Provide audio / video support to the respective conference rooms and management events.
- Develop and maintain help sheets and FAQ lists for end users.
- Compile and maintain an inventory of all laptops/tablets, peripherals, software installs/licenses, and other
- components and equipment.

**Knowledge and Skills & Competencies**
- Exceptional interpersonal skills, with a focus on customer satisfaction.
- Knowledge of computer hardware, including imaging process and/or Autopilot.
- Experience with desktop and server operating systems, including Active Directory.
- Working knowledge of a range of diagnostic utilities.
- Proficiency with network hardware/software.
- Thorough experience with iPhone support via Meraki or other MDM systems is an asset.
- Experience with audio/visual conferencing systems is also an asset.
- The ability to create and present ideas in user-friendly language, developing and formatting documentation and forms.
- The ability to conduct research into a wide range of computing issues as required.
- The ability to absorb and retain information quickly.
- Highly self-motivated and organized with a drive for improvement.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Experience working in a team-oriented, collaborative environment.
- The ability to lift and transport moderately heavy objects, such as computers and peripherals.
- Overtime may be required on occasion for IT maintenance and or upgrade of systems.
- French language is considered an asset.
- Occasional vendors/suppliers visit might be required.

**Qualifications**
- College diploma or university degree in the field of computer science and/or 3 to 5 years equivalent work experience
- Possession of a valid driver’s license and insured vehicle to use for work purposes.
- Preference will be given to those who identify as First Nations, Inuit and Métis; African Canadian/Black heritage; or other racially marginalized persons who meet the educational requirements, skills and competencies or who have equivalent education and experience.
- As a requirement of employment, all applicants must have a Canadian Social Insurance Number.

***

**Salary**

Salary range $50,766 - $64,984 or $58,489 - $78,072, commensurate with education and experience

**Employment Equity**

**AODA**

We thank all interested applicants; however, only qualified applicants will be contacted for an interview.