IT Technician

The following are the duties and responsibilities for this position:
**1. Incoming Phone Inquiries**
- **Crisis**
- Troubleshooting
- How to questions
- Remotely finding solutions to clients IT inquiries
- Deploy onsite support and installation projects
- Escalate issues to Senior Support

**2. PSA/RMM/ Documentation**
- **PSA (ticketing system)**
- All tickets are opened through our ticketing system (AutoTask by Kaseya). the ticket will make you aware of the problem and give you as much details as possible for the solution of the problem. Your job will be to solve the problem and log it in the ticket.
- **RMM (Remote Access)**
- We use Datto RMM by Kaseya to remote access our clients computers and automate various processes. You will be required to fully operate this system.
- **Documentation (Information and process)**
- We use a documentation system called ITGlue by Kaseya. You will be required to fully operate this system to document process.

**3. T.A.M. (Tech Alignment Visits)**
- Check Backups
- Check Anti-Virus status
- Install Software updates
- Install Windows updates
- Disk scan and defrag
- Interpret Reports
- Check for Inventory updates

**4. Setup machines in house**
- Assembly
- Install Windows
- Install drivers
- Install Programs
- Dispatch to clients onsite

**5. Documentation**
- Document all technical learnings from training
- Document technical procedures

**6. Communication**
- Regular updates must be provided to your Supervisor at all times to ensure customer’s needs are being met

**7. On Site Visits**
- May be required to assist a client

**8. Other Duties and Responsibilities**
- As required and assigned by your Manager

**Summary**

As an IT Technician, you will be essential in providing technical support and ensuring the smooth operation of computer systems within the organization. Reporting to the IT Manager, you will utilize your core skills in desktop support, software troubleshooting, and computer networking to assist users with their IT needs. Your premium skills in VPN, Windows will enhance your ability to resolve complex issues. Additionally, your relevant skills in MS365 and customer service will contribute to a positive user experience, making you a vital part of our IT team in a fast-paced environment.

**Job Types**: Full-time, Permanent

Pay: $25.00 per hour

Additional pay:

- Overtime pay

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Paid time off
- RRSP match
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Application question(s):

- Are you familiar with IT Glue?

**Experience**:

- IT technician: 1 year (preferred)

Work Location: In person