IT Support Specialist

2 weeks ago

Regina, Saskatchewan, Canada VC3 Full time
Job Summary

We are seeking a highly skilled IT Service Technician I to join our team at VC3. As a key member of our technical support team, you will be responsible for providing exceptional technical assistance to our clients, ensuring their IT systems are running smoothly and efficiently.

Key Responsibilities
  • Provide technical support to clients via phone, email, and webchat
  • Triage inbound service requests and determine the appropriate course of action to resolve the issue
  • Use an ITIL founded triage model to identify and categorize inbound requests and incidents
  • Fulfill client requested Installs, Moves, Adds, and Changes (IMAC)
  • Work with and troubleshoot issues with Active Directory, Exchange, and O365
  • Assist users with password resets and account unlocks
  • Assist users with updating email information (signatures, distribution lists, contact profile)
  • Complete user account creations, workstation user profile setup, and terminations
  • Run and pull workstation reports from our remote management tool
  • Investigate spam/phishing emails, secure compromised email accounts, and malware scan/removal
  • Troubleshoot applications
  • Set up and troubleshoot VPN/Remote access
  • Configure/troubleshoot printers (including scan to folder, scan to email, driver issues)
  • Change folder structure and NTFS/share permissions
  • Troubleshoot offline file sync issues
  • Troubleshoot DNS issues for domain joined workstations (onsite and remote)
  • Map network drives
  • Recover missing/deleted email
  • Troubleshoot basic server issues and reboots
  • Back up and wipe old unused workstations
  • Troubleshoot workstation performance issues
  • Repair corrupted system files
  • Update Windows/Drivers/Applications
  • Provide best effort cell phone support (e.g., setup of email on mail app)
  • Adjust phone systems, call forwarding, and update extensions
  • Troubleshoot personal/home network and device issues
  • Troubleshoot issues on Windows and macOS
  • Troubleshoot hardware issues (monitors, keyboards, mice)
  • Manage Mobile Device Management
  • Run diagnostic programs to resolve computer problems
  • Manage server and network devices (connectivity issues and new user setup)
  • Follow up with clients to ensure issue resolution
  • Escalate out-of-scope issues to the appropriate elevated team
Additional Responsibilities
  • Maintain accurate and up to date documentation through the change management process
  • Document new or previously undiscovered applications or processes
  • Create basic 'How to' guides/instructions for end users
  • Maintain accurate and real-time up-to-date timesheets
  • Maintain and manage your service tickets and overall service board
  • Attend monthly training and team meetings as required
  • Participate in the on-call rotation (1 week every 3-4 months)
  • Additional duties as required
Requirements
  • At least 1-year practical experience in a technical support or customer service position or recent technical education experience in a post-secondary environment
  • Demonstrable understanding of the following technologies:
    • Windows 7, 8, 10, 11
    • Microsoft Office Suite (2010 & Newer)
    • Microsoft/Office 365
    • Windows Server 2008 R2, 2012 R2, 2016, 2019, 2022
      • Active Directory
      • DHCP
      • DNS
      • Terminal Services
About VC3

VC3 is a leading provider of managed IT services, private cloud services, hosted VoIP, custom web applications, SharePoint consulting, and website design and hosting. With over 25 years of experience, we have a proven track record of delivering exceptional IT solutions to hundreds of municipalities and organizations throughout the United States and Canada.

We pride ourselves on making IT personal, making IT easy, and getting IT right. Our talented team is committed to raising the bar and delivering solutions that take our customers to the next level of productivity and results.

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