IT Support Specialist

1 month ago

Toronto, Ontario, Canada VC3 Full time
Job Title: IT Service Technician I

At VC3, we are seeking a highly skilled and motivated IT Service Technician I to join our team. As an IT Service Technician I, you will be responsible for providing technical assistance to our clients, responding to client inquiries, and resolving technical issues in a timely and efficient manner.

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
  • VPN/Remote access setup and troubleshooting
  • 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
  • Missing/deleted email recovery
  • Basic server troubleshooting and reboots
  • Backup and wipe old unused workstations
  • Troubleshoot workstation performance issues
  • Repair corrupted system files
  • Update Windows/Drivers/Applications
  • Best effort cell phone support (e.g., setup of email on mail app)
  • Adjust phone systems, call forwarding, update extensions
  • Troubleshoot, best effort support on personal/home network and device issues
  • Troubleshoot issues on Windows and macOS
  • Troubleshoot hardware issues (monitors, keyboards, mice)
  • Mobile Device Management
  • Run diagnostic programs to resolve computer problems
  • Server & Network device management (connectivity issues & New user setup)
  • Follow-up with clients to assure 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 & 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
Additional Information:
  • Minimal travel is expected, however some is possible

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