IT Support Technician

D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift.

New models of teaching and learning enable a personalized, student-centric experience - and deliver improved retention, engagement, satisfaction, and results for learners of all ages - in schools, campuses, and companies.

D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.

D2L has had a singular mission for 25 years and is dedicated to that same mission in the years ahead: to transform the way the world learns - and by doing so, we will help improve human potential globally.

**This role operates out of our Kitchener office, 5 days per week**

**General Description**:
**HOW WILL I MAKE AN IMPACT?**
- Provide end-user incident and problem management by diagnosing and resolving technical issues efficiently
- Install and support PC/MAC hardware and software, ensuring that all systems are functioning optimally
- Support mobile devices and peripheral hardware, including printers and other related equipment
- Maintain and support meeting room systems, ensuring that all audiovisual equipment is operational for meetings and presentations
- Manage hardware assets in the asset management system, keeping accurate records of all equipment
- Provide after-hours on-call support to address urgent technical issues that may arise outside of regular business hours

**WHAT YOU'LL BRING TO THE ROLE**

**Competencies**
- Strong problem-solving abilities, with a methodical approach to diagnosing and resolving technical issues
- Ability to prioritize tasks while managing day-to-day operations, ensuring that urgent issues are addressed promptly
- Adaptability and eagerness to learn new technologies, staying current with industry trends and advancements
- Passion for technology and driving change, contributing to the continuous improvement of IT services
- Excellent teamwork skills with the ability to collaborate effectively with colleagues within the team and across the IT department to achieve common goals
- Professional, service-oriented approach to support, ensuring a positive experience for all users
- Excellent written and verbal communication skills, enabling clear and effective documentation and correspondence

**Skills**
- Experience in administration and support within a Windows/macOS environment, demonstrating a strong understanding of system operations
- Knowledge of Active Directory, M365 and Entra administration systems
- Familiarity with both Android and iOS mobile devices, including configuration and support
- Understanding of Mobile Device Management (MDM) solutions such as Intune and Kandji
- Proficiency with Microsoft Office products, ensuring users can effectively utilize these tools

**Experience Recommendations**
- 2 years of experience in IT Support or related field
- University Degree or Technical Diploma or equivalent education
- Microsoft/A+ certifications are an asset

**Why we're awesome**:
At D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending on location or employment type, we are proud to provide employees with the following through #LifeAtD2L:

- Impactful work transforming the way the world learns
- Flexible work arrangements
- Learning and Growth opportunities
- Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program
- 2 Paid Days off for Catch the Wave related activities like exams or final assignments
- Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)
- Retirement planning
- 2 Paid Volunteer Days
- Competitive Benefits Package
- Home Internet Reimbursements
- Employee Referral Program
- Wellness Reimbursement
- Employee Recognition
- Social Events
- Dog Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne.