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Technical Support Specialist

2 months ago

Edmonton, Alberta, Canada The Good Samaritan Society Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our IT Operations team at The Good Samaritan Society. As a key member of our team, you will provide technical expertise and leadership to ensure the consistent and effective delivery of programs and services in support of our mission, vision, and values.

Key Responsibilities
  • Provide technical assistance and support to Executive, Management, staff, and ITeam on diverse software applications and hardware systems.
  • Develop and deliver in-depth individual and/or group instruction and training on new or updated technologies.
  • Install, maintain, and recommend changes to improve functionality and performance of corporate database and network servers.
  • Supervise or provide functional direction to lower graded staff and/or student employees performing similar work.
  • Perform diverse technical assistance, document findings, and perform maintenance duties encompassing a variety of user support needs.
  • Maintain, update, and audit record-keeping systems; document projects, write, and maintain user instructions.
  • Oversee, maintain, and input applicable records, such as network users, security, and tracking inventory levels of equipment and materials.
  • Perform technological systems support, maintenance, and testing for proper upkeep of systems; troubleshoot and resolve system hardware, software, and network failures and conflicts.
  • Participate in and/or lead the review, evaluation, and recommendation of solutions relating to hardware and software acquisitions and/or network updates.
  • Participate in and/or lead research and development initiatives and provide assistance in the implementation of new technologies.
  • Serve as a primary project member on technology projects with large scope and impact; may lead and integrate the work of other staff.
  • Oversee and perform the installation, configuration, and maintenance of computers, networks, workstations, printers, phones, nurse call systems, and/or other related equipment and devices.
  • Maintain currency of knowledge with respect to technology, equipment, applicable laws, regulations, standards, and/or systems.
  • Provide remote support for escalated issues on a daily basis.
  • Respond and assist with Priority 1 escalations.
  • Provide product training to Tier 1 and Tier 2 Technical Support Engineers and act as a mentor to junior support engineers.
  • Act as a backup for Tier 1, Tier 2, and Tier 3 Service Desk Engineers.
  • Provide after-hours coverage as part of an on-call rotation schedule for SLA support as needed.
  • Assist in evaluating new services, processes, and technologies.
  • Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved.
  • Administer and maintain security provisioning as required for the infrastructure and systems.
Requirements
  • Completion of Computer Engineering technology diploma plus 4 years' experience, or Computer Support Technician diploma plus 4 years' experience.
  • A combination of the following certifications is considered an asset: ITIL certification, Microsoft Certified Solutions Associate (MCSA), Microsoft 365 Certified Desktop, Microsoft Certified Azure Fundamentals, Microsoft Certified Desktop Support Technician, Microsoft Active Directory Certifications, Ruckus Network certifications, SharePoint certifications, Citrix certifications.
  • MCSE and/or VCP certification required.
  • 5+ years' experience in providing technical support.
  • Detailed knowledge of Microsoft (Windows Server 2012/2016, Microsoft Exchange, Office365, and Active Directory).
  • Setup, operation, and troubleshooting of TCP/IP networking, Firewalls, WIFI, and switches.
  • 3+ years' experience with VMware, HP, and Dell servers.
  • Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications.
  • Knowledge of phone systems and nurse call systems.
  • Knowledge of current technological developments/trends in the area of expertise.
  • Ability to travel to remote sites in Alberta and BC will be required – travel is not continual but is required when needed.