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IT Support Specialist
2 months ago
Modern Niagara is seeking a highly skilled IT Support Specialist to join our team in Toronto, with regular travel to support our Southwest Ontario and Dundas offices.
Key Responsibilities:- Evaluate documented resolutions and analyze root cause to prevent future problems.
- Maintain end-user computing and mobile devices and applications.
- Field incoming help requests from IT Concierge and end-users via telephone and email in a courteous manner.
- Build rapport to gain a holistic view of clients' issues/requests.
- Prioritize issues/requests based on urgency and impact, escalating problems when required to the appropriately experienced technician or vendor.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and frequently asked questions.
- Keep pace with the software and hardware used and supported by the organization, while continually looking for areas for improvement.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Install anti-virus and remote access software.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Develop help sheets and frequently asked questions lists for end-users. Collaborate with teammates for maintaining a current knowledge base of best practices, issue resolutions.
- A technical background, comfortable with operational technologies, and able to become a subject matter expert with specific software and hardware solutions.
- A strong communicator, able to build rapport and adapt training methods across a wide range of student aptitudes.
- Organized, autonomous, and able to work with minimal oversight.
- Experience working with software vendors to optimize support and functionality would be considered an asset.
- Experience with remote support (e.g., helpdesk/service desk, PC, desk-side, phone), along with app and server support.
- Back-end server support required, such as setting up email accounts, etc.
- Willing and able to do light and heavy lifting.
- Able and willing to support the team nationally.
- Experience in the construction industry would be considered an asset.
- Works effectively in a team environment.
At Modern Niagara, we recognize the value of fostering a diverse, equitable, and inclusive organization and are committed to eliminating barriers faced by members of equity-seeking groups (women, Indigenous, Black, racialized, 2SLGBTQIA+, people with disabilities, and new immigrants) in the construction industry. Our DEI vision is to build an organization where everyone has access to the same opportunities, experiences equitable outcomes, and can thrive and reach their full potential.
We value the diversity of the people we hire and serve. Modern Niagara is an equal opportunity employer. If you require accommodation during the recruitment process, please advise us so that suitable accommodations can be made.
