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IT Support Specialist

2 weeks ago

Remote, Canada S76 Full time

Reporting to the Manager, the IT Support Specialist provides technical support and service to our valued customers, which includes but not limited to troubleshooting and resolving issues, routine equipment and software maintenance and installation.

**KEY ACCOUNTABILITIES**:
The following outlines the primary duties and responsibilities for the IT Support Specialist:

- Receive requests from users concerning hardware/software problems and other relevant issues
- Logs all requests in ticketing system
- Take responsibility for multiple concurrent issues, with the ability to prioritize tasks
- Troubleshoots & analyzes requests
- Closing service requests with detailed information of the resolution documented in the ticketing system
- Document workarounds and solutions, and update the IT knowledgebase
- Setting up, configuring, client devices, user accounts, and printers, etc. Moving physical hardware and wiring as required.
- Moving physical hardware and wiring as required
- Liaises with all levels of IT support as required, determines solutions and appropriate responses
- Escalates requests to higher level support as required
- Prioritize incidents and service requests within target SLA’s, proactively reaching out to users
- Other duties as assigned

**Working Conditions**:
Variable hours (9:00 a.m. - 5:30 p.m. or as required) which may include weekends and statutory holidays.
- Potential long periods of sitting and talking on the phone
- Ability to work outside normal business hours is required

**POSITION REQUIREMENTS**:
**A) EDUCATION**
- Program completion in a community college or technical college in a related discipline
- MCP, A+, ITIL certification preferred
- Minimum of two (2) years experience working with Active Directory and Microsoft 365
- Exceptional customer service skills.

**B) KNOWLEDGE AND EXPERIENCE**
- Working knowledge in networking or personal computer activities and equipment
- Working knowledge - Android and iOS
- Working knowledge of Helpdesk software
- Demonstrated analytical, technical and problem-solving skills
- Proven ability to work in a team setting
- Demonstrated ability to work independently and accurately
- Maintain confidentiality, exercise good judgement and discretion
- Demonstrated customer service experience
- Valid Driver’s License with unrestricted access to a vehicle is preferred

**Salary**: $50,000.00-$55,000.00 per year

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus pay

Application question(s):

- Are you available to work weekends?

Shift availability:

- Night Shift (preferred)
- Day Shift (preferred)
- Overnight Shift (preferred)

Willingness to travel:

- 25% (required)

Work Location: Remote