IT Support Specialist

4 weeks ago

Markham, Ontario, Canada HERITAGE SERVICE GROUP CANADA Full time

Job Summary:

The IT Support Specialist will provide remote and onsite support to end-users for a variety of hardware and software applications within a fast-paced environment. This role is responsible for supporting all levels of incidents from Level 1 up to and including Level 3 issues, as well as project-related work, to ensure the success of day-to-day business operations.

Key Responsibilities:

  • Support all aspects of IT operations, including hardware, software, and network, with direction from the IT Support Analyst Team Lead and the Director, IT.
  • Directly interface with customers to assess reported problems, complete remediation steps, and assist in maintaining a high degree of availability for all production environments.
  • Administer the System Center Configuration Manager platform's day-to-day operations and processes to support the health of the overall client environment and reduce vulnerabilities to the network.
  • Install, maintain, and support company hardware and software, including client equipment, copiers, and printers.
  • Execute full system virus and malware scans, mitigating any threats present on the network.
  • Work with the IT team to maintain data security by monitoring systems and logs, ensuring data is backed up, archived, and purged as necessary.
  • Assist in maintaining the Support Desk ticketing system to manage, prioritize, document, and successfully close customer-reported problems in a timely manner.
  • Monitor the Heritage environment and proactively report potential problem areas.
  • Provide and/or support in-house user training as required.
  • Update and maintain documentation to include system configurations, disaster recovery processes, equipment inventories, and educational material.

Requirements:

  • Minimum high school graduation required. Completion of a post-secondary technical IT program at an accredited institution is preferred.
  • Minimum of 3 years of relevant IT and client support experience.
  • Relevant system certifications are preferred.
  • Applicant must possess thorough understanding and experience within an enterprise client environment, to include applications, configuration, deployment, support, as well as Active Directory/Exchange account management.
  • In-depth knowledge and experience within the Microsoft SCCM platform, to include patch management, distribution point builds, application packaging and deployments, image standardization, and reporting is highly desirable.
  • Experience with Group Policy, PowerShell, Print and File services, virtual environments such as VMware, Voice over IP (VOIP) systems, as well as LAN/WAN technologies is desirable.
  • Knowledge of business applications (ERP or financial systems), communication platforms, and IT processes a plus.
  • Knowledge of networking, operating system, and server architectures.
  • Demonstrated ability and proficiency in MS Office suite of applications.

Preferred Qualifications:

  • Customer-focused, responding quickly to customer needs and interacting successfully with all levels of employees within the organization.
  • Ability to work in a team environment as an individual contributor, working in an atmosphere of respect and care, and providing support to each other and our customers, emphasizing communication to achieve our common goals.
  • Ability to exercise independent discretion and make decisions in a time-sensitive environment with minimal or no supervision.
  • Demonstrates an eagerness to learn and expand technical knowledge and experience, keeping up with current technical developments and performing complex tasks.
  • In-depth problem-solving, solving difficult problems through careful and systematic evaluation of information, possible alternatives, and consequences.
  • Detail-oriented and organized, with attention to accuracy, good research skills, analytical and problem-solving ability, ability to multi-task and work under pressure to meet deadlines.
  • Ability to keep information confidential.
  • Ability to explain technical concepts and theories to nontechnical audiences.
  • Available to participate in the on-call rotation shift.
  • Availability for night/weekend work during system outages, upgrades, or changes as necessary.
  • Valid provincial driver's license.
  • Preferred use of personal vehicle that is insured and in good repair for use over the course of business; mileage will be reviewed and reimbursable in accordance with CRA guidelines.
  • Clean driver's abstract.
  • Work background checks.
  • Fluency in English is required and French is an asset.

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