User Support Technician

6 days ago

Concord, Canada Sherwood Electromotion Inc. Full time

**JOB PURPOSE**

**DUTIES AND RESPONSIBILITIES**
- Assessing a company’s information system and identifying gaps that need to be addressed
- Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
- Consult user guides, technical manuals and other documents to research and implement solutions
- Reproduce, diagnose and resolve technical problems encountered by users
- Provide advice and training to users in response to identified difficulties
- Provide first-line technical support to users experience hardware and software problems.
- Install, configure, and troubleshoot end-user issues such as slow computer performance, inability to connect to the internet, printing errors, and full storage.
- Train and guide end-users and IT team members on technology tools and best practices.
- Provide business systems, network and Internet support to users in response to identified difficulties
- Collect, organize and maintain a problems and solutions log for use by other technical support analysts
- Ensure compliance with IT security policies and data protection standards.
- Manage and maintain network infrastructure, including routers, switches, firewalls,
- Maintain, troubleshoot, repair and administer firewalls, local area networks (LANs), wide area networks (WANs), servers and computer workstations.
- Monitor network performance (availability, utilization, throughput, goodput, and latency), test for weaknesses, provide suggestions for improvement, and organize maintenance activities.
- Install, configure, test, and maintain software and hardware. Such as computers, printers, servers, operating systems etc.
- Regularly check to ensure that systems are up-to-date. Install critical updates across networked assets to limit the organizations security exposure.
- Ensuring all systems run smoothly and efficiently
- Identify, analyze and document discrepancies and ensure that appropriate adjustments are made
- Perform preventive maintenance tasks on computer systems.
- Creating detailed reports about company networks, software, and hardware
- Other duties as assigned.

**QUALIFICATIONS**
- Completion of a post-secondary diploma or certificate in computer science, information technology, or a related filed, or an equivalent combination of education and work experience.
- 2+ years of hands on experience as an IT Specialist experience, preferably in a manufacturing or industrial environment.
- Advanced knowledge of LAN/WAN technologies
- Strong knowledge of IT standards, policies and procedures.
- Advanced experience with Windows Server operating systems and Active Directory (on-prem and Microsoft Entra).
- Proficient in troubleshooting hardware/software and system integration
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical audiences
- Proficiency in Microsoft Excel, Word, and ERP systems (Visual Manufacturing preferred).
- Strong analytical, problem-solving, and decision-making skills.
- Knowledge of ISO procedures and audit requirements is an asset.

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