Entry Level IT Support Technician

**Scope/ Overview of Position**:
Launched in 1979 as a wholesale and distribution company, SDR has transformed itself into a leader in the North American 3PL market, specializing in the fashion, footwear, accessories, and related soft goods fulfillment market niche. Well known within the industry for its attention to detail and the constant strive for perfection, SDR’s success has been supported by a top-notch Warehouse Management system (Manhattan Scale) with RF inventory control and a fully compliant EDI communication solution.

SDR hosts a clientele base in excess of 100 customers with over 1000 vendors. Our footprint is in excess of 2 million square feet throughout North America.

**About the Role**:
With ongoing support and training from our Supervisors and Managers the IT Support Technician will be responsible for maintenance, repair, service for computer systems, computer peripherals, (hardware and software) and will participate, as required, in enterprise-wide initiatives. The IT Technician will be installing and configuring SDR specific programs, diagnosing hardware / software faults, and solving hardware / software problems both in person and remotely.

**Key Responsibilities & Duties**:

- Monitor service desk tickets and resolve user issues in a timely manner.
- Assist with the installation of facility computer requirements; including but not limited to racks and cabinets, UPS devices, Computers, Printers (Laser & Label), RF Handheld devices.
- Complete and maintain required documentation including site inventories, asset inventories, installation checklists and procedural documentation.
- Installing, configuring, and upgrading operating systems, software, and hardware.
- Deploy, support, and maintain a fleet of laptops, workstations, handheld devices, label/laser printers and associated peripherals.
- Support user account creation, access, and password issues.
- Trains employees in utilizing SDR hardware and programs.
- Identifies and repairs product failures, sources and replaces parts as needed.
- Adhere to all company policies and procedures.
- Perform all job functions in a safe and healthy manner, abiding by and in accordance with all applicable Health, Safety and Environmental company policies and government legislation / regulations.
- Perform other duties as assigned by Management.
- Travel between SDR facilities as required.

**Qualifications, Education and Experience Required**:

- Experienced in troubleshooting software and hardware (specifically PC’s and notebooks).
- A+ Certification is a definite asset but not required, however must be willing to obtain within the first year.
- You must currently reside in the Greater Toronto Area (work is based out of our Vaughan facility) and have a valid work permit allowing you to work for any employer in Canada.
- Provide excellent customer service and support with a focus on creating an outstanding customer experience.
- Must have a valid Ontario driver’s license with a clean abstract and **must provide own transportation** as travel between sites will be required (Paid Mileage).
- College degree in Computer studies/Information Technology or related field a definite asset (New grads welcome)
- Must have a positive attitude and willingness to learn
- Strong problem-solving, logical analytical skills, and a strong technical background.
- Strong documentation and/or technical writing skills.
- Excellent verbal and written communication skills.
- Must be comfortable working at heights operating a scissor lift. Current Working at Heights certification is an asset but not required as we can train onsite.