IT Support Specialist

4 weeks ago

Hamilton, Ontario, Canada Aspire Bakeries Full time

Aspire Bakeries is a prominent North American baking enterprise specializing in a diverse range of frozen baked goods. Our legacy is built upon renowned bakery brands, offering an innovative selection that includes breads, artisan loaves, buns, cookies, donuts, muffins, and pastries. With a network of 13 bakeries across North America, we are dedicated to fostering innovation, anticipating consumer trends, and surpassing customer expectations. At Aspire Bakeries, we uphold the principles of Integrity, Ownership, Customer Focus, Creativity, and Care, which guide us in achieving excellence in People Safety, Food Safety, Quality, and Collaboration.

Role Overview:

The IT Support Specialist is responsible for the development, administration, and maintenance of Aspire Bakeries' desktop, laptop, and peripheral environments. This role ensures a stable, reliable, and secure platform for our internal stakeholders, addressing second-level requests and incidents while identifying and resolving issues as they arise. The IT Support Specialist often serves as the primary point of contact for many team member interactions, necessitating a strong customer focus and responsiveness to business needs.

Key Responsibilities:

  • Oversee the ticketing system escalation queue and monitor individual ticket statuses to guarantee prompt and efficient customer service support.
  • Respond to incoming calls, emails, instant messages, and walk-up requests related to IT Client Services, incident reports, and technical issues.
  • Document all requests and interactions in the ticketing system, ensuring thorough records of work performed and resolutions provided.
  • Conduct detailed troubleshooting of escalated requests, incidents, and problems, documenting recurring issues and their solutions for knowledge sharing with IT team members and vendors.
  • Manage hardware processes including imaging, cataloging, setup, shipping, archiving, and disposal.
  • Assist in the requisition, purchasing, installation, and configuration of software and peripherals.
  • Collaborate with remote IT team members to troubleshoot and maintain the computing environment across supported facilities.
  • Contribute to IT projects, assignments, and initiatives as needed.
  • Provide IT support in various areas as required.
  • Conduct periodic visits to primary supported sites to perform visual inspections of IT assets and ensure familiarity with the status of all equipment.
  • Execute preventive and corrective maintenance tasks in accordance with IT equipment specifications and internal documentation.
  • Generate and maintain relevant IT infrastructure documentation.

Qualifications:

  • Bachelor's degree in computer science, information technology, or a related field, or equivalent experience.
  • A minimum of six years of relevant work experience in IT technical support and customer service.
  • Advanced knowledge of Microsoft Windows Desktop Operating Systems, MS Office, and MS Windows Applications, including installation and administration.
  • Familiarity with IT support operations, including ticketing systems, incident classification, remote control tools, and network monitoring.
  • Understanding of desktop and laptop hardware and peripherals, including installation, troubleshooting, and maintenance.
  • Knowledge of Windows Active Directory, file and folder permissions, and group policies.
  • Experience with printer and peripheral setup and troubleshooting.
  • Willingness to travel locally as needed, approximately 0%-25%.

We appreciate the effort of all applicants in submitting their resumes. However, only candidates selected for interviews will be contacted. Our organization is committed to promoting the independence, dignity, integration, and equality of opportunity for persons with disabilities by ensuring the accessibility of our facilities and services. Accommodations are available for all parts of the recruitment and selection process, and applicants are encouraged to communicate their accommodation needs in advance.

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