IT Support Specialist

5 days ago

Regina, Saskatchewan, Canada VC3 Full time
About VC3

VC3 is a reputable provider of Information Technology Solutions and Services, boasting over 25 years of experience in serving municipalities and organizations across the United States and Canada.


Job Overview

We are currently seeking an IT Support Specialist to join our team. As an IT Support Specialist, you will play a pivotal role in providing technical assistance to our clients, responding to their inquiries, and implementing solutions with a defined scope of support.


Key Responsibilities:
  • Understand and follow VC3's set of standards and processes, ensuring predictable results for clients.
  • Provide end-user support via inbound phone, email, and webchat.
  • Triage service requests and determine the appropriate course of action to resolve issues.
  • Utilize an ITIL-founded triage model to identify and categorize requests and incidents.
  • Fulfill client requests for Installs, Moves, Adds, and Changes (IMAC).
  • Work with and troubleshoot Active Directory, Exchange, and O365 issues.
  • Assist users with password resets and account unlocks.
  • Complete user account creations, workstation setup, and terminations.
  • Run and pull workstation reports from our remote management tool.
  • Investigate spam/phishing emails, secure compromised email accounts, and remove malware.
  • Troubleshoot application issues.
  • Set up and troubleshoot VPN/Remote access.
  • Configure/troubleshoot printers.
  • Change folder structure and NTFS/share permissions.
  • Troubleshoot offline file sync issues.
  • Troubleshoot DNS issues for domain-joined workstations.
  • Map network drives.
  • Recover missing/deleted email.
  • Perform basic server troubleshooting 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.
  • Adjust phone systems, call forwarding, and update extensions.
  • Troubleshoot personal/home network and device issues.

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 updated 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).

Salary: $55,000 - $70,000 per year
About You

To be successful in this role, you should have at least 1-year practical experience in a technical support or customer service position or recent technical education experience in a post-secondary environment. You should also possess demonstrable understanding of the following technologies:


Required Skills and Qualifications:
  • 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 Our Team

Our team is collaborative, positive, and dedicated to mutual success. We prioritize transparency, open communication, and ensure every voice is heard and valued.

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