IT Support Specialist
2 days ago
**It Support Specialist**
In this role You will report directly to the IT Director and be tasked to provide level 1 and level 2 technical support of desktop hardware/software, mobile devices, and peripherals for our North American staff.
**Essential Job Functions**
- Install, configure, and maintain computers and peripherals
- Provide guidance and training to staff in resolving problems and queries.
- Document resolution for future reference
- Document technical procedures and user guides.
- Maintain Help Desk ticket via the ticketing system and escalates support issues that cannot be resolved by simple corrective measures
- Provide preventative and reactive maintenance to hardware and software when required
- Assisting with maintaining hardware inventory records
- Creating and maintaining technical documentation of systems configurations and processes
**Requirements for the role**
- ** AEC or any other degree in a computer related field**:
- ** 3 years prior experience**:
- ** Bilingual, French and English**:
- ** Technical Troubleshooting Skills**
- Ability to diagnose and resolve hardware, software and network issues
- Familiarity with Windows, macOS, and common office software (ex, Microsoft 365, Zoom)
- ** Customer Service and Communication**
- Clear, patient communication with non-technical users.
- Strong documentation habits and ability to translate tech issues into user-friendly language.
- ** Knowledge of Networking Fundamentals**
- Understanding basic networking concepts (e.g., DNS, DHCP, IP addressing).
- Ability to troubleshoot Wi-Fi and LAN connectivity issues.
- ** Experience with Ticketing Systems and Remote Support Tools**
- Proficiency in using systems like ServiceNow, Zendesk, or Jira for tracking incidents and requests.
- Familiarity with tools such as TeamViewer, AnyDesk, or RDP for remote troubleshooting
- ** Operating System and Device Management**
- Comfortable with installing, configuring, and maintaining operating systems (primarily Windows or sometimes macOS)
- Experience managing mobile devices and peripheral equipment (printers, scanners, etc.)
**Competencies required for the role**
- Detail oriented
- Client service focues
- Strong organization skills
- Ability to multitask
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