IT Support Specialist

5 months ago

Nisku, Canada The Little Potato Company Full time

**PRIMARY FOCUS**:
As an IT Support Specialist at Little Potato Company the primary focus revolves around spearheading the delivery of exceptional IT support and driving continuous improvement in service delivery processes. The role is dedicated to ensuring the seamless functioning of IT systems, addressing end-user needs, and fostering a secure and efficient technology environment.

**DUTIES AND RESPONSIBILITIES:IT**

Triage First Line Support Excellence
- Serve as the triage leader for incoming IT support requests, adhering to an effective triage process to categorize and prioritize issues based on urgency and impact.
- Utilize efficient triage methodologies to route tickets to the appropriate teams or specialists, ensuring swift and accurate resolution.
- Employ robust issue diagnosis and resolution techniques during the triage process, aiming to resolve concerns on the first contact whenever feasible.

Leadership and Team Collaboration
- Provide leadership within the service desk team, acting as an escalation point and fostering a collaborative and positive team environment.
- Collaborate with other IT teams and business units to address dependencies and contribute to cross-functional projects.

Efficient Hardware and Software Management
- Oversee IT asset management, maintaining an accurate inventory and ensuring proper allocation and tracking of hardware and software licenses.

Security and Compliance Leadership
- Enforce and uphold security policies and procedures, ensuring strict adherence to data protection regulations and the confidentiality of sensitive information.
- Actively contribute to a secure technology environment by implementing and reinforcing security best practices

Proactive System Monitoring and Maintenance
- Monitor the performance and health of IT systems, taking a proactive approach to identify and address issues before they cause downtime or disruptions.
- Engage in regular system maintenance activities to optimize performance and enhance overall system reliability.

Knowledge Management and Documentation
- Contribute to the development and maintenance of the IT knowledge base, documenting solutions and best practices for commonly reported issues.
- Create and maintain detailed documentation, including system specifications, user manuals, and standard operating procedures.

Continuous Improvement and Innovation
- Actively participate in the continuous improvement of IT support processes, proposing and implementing enhancements to streamline workflows.
- Embrace innovation and stay informed about industry trends, contributing to the evolution of IT services within the organization.

User Education and Satisfaction
- Conduct user training sessions to enhance end-users' understanding of IT systems and security best practices.
- Proactively seek user feedback, implement measures to enhance satisfaction, and address concerns to improve overall IT service quality.

Incident Response and Escalation Handling
- Timely and effective handling of critical incidents, minimizing business impact.
- Collaborative resolution of complex issues through efficient escalation procedures.

**DESIRED QUALIFICATIONS**:

- Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).
- Proven experience as an IT Service Desk Analyst or in a similar technical support role.
- Strong knowledge of hardware, software, operating systems, and basic networking concepts.
- Familiarity with IT service management (ITSM) tools and ticketing systems.
- Excellent communication and interpersonal skills, with a customer-focused attitude.
- Ability to work under pressure and handle multiple support requests effectively.
- Strong problem-solving and analytical skills to diagnose and resolve technical issues.
- Knowledge of ITIL (Information Technology Infrastructure Library) principles is a plus.
- Relevant certifications, such as CompTIA A+, ITIL Foundation, or Microsoft Certified

Desktop Support Technician (MCDST), are advantageous.

**KEY COMPETENCIES**:

- Ability to follow instructions and ask clarifying questions.
- Capable of working independently
- Learn new technologies quickly.

**PHYSICAL DEMANDS**:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to sit, bend, climb or balance and stoop, kneel, crouch, crawl or twist. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Exertion of physical strength to push, pull, move and lift objects up to 50 pounds from one level to another at varying heights. Specific vision abilities required by this job inclu

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