IT Technician

Position**:IT Technician**

**Reports To**:**IT Director US/CAN

**Direct Reports**:**No Direct Reports for this role

**Summary**

**Responsibilities**:

- Perform remote troubleshooting through diagnostic techniques and asking pertinent questions
- Determine the best solution based on the issue and details provided
- Walk through the problem-solving process and creating step-by-step training material for solutions
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in IT ticketing system
- Follow-up and update ticket status and information
- Pass on any feedback or suggestions to the appropriate internal team
- Identify and suggest possible improvements on procedures
- May perform other duties as assigned by management.

**Work Conditions**
- Work out of Milton location, 25% travel to Guelph location required.
- Ability to attend and conduct presentations.
- Manual dexterity required to use desktop computer and peripherals.
- Overtime as required

**Requirements**:

- 1-3 years of technical education or experience in a similar industry
- Demonstrate initiative and exhibit strong interpersonal and collaborative skills.
- Detail oriented and organized, with ability to work at a high level of accuracy
- Familiar with ERP systems and intermediate skill level with Microsoft Office
- Excellent written and verbal communication