IT Support Administrator

**Who We Are**

Mitten is the original Canadian manufacturer and market leader of vinyl siding. Our continued focus on operational excellence has set the industry benchmark for service, quality, performance and design, backed by the best in class lifetime warranty. As a coast to coast distributor of premium exterior building products we are the link between architects, builders and installers providing an endless variety of business and design solutions. As part of the Cornerstone Building Brands family, we are the largest manufacturer of exterior building products in North America. Our Canadian made vinyl siding has the largest and boldest colour palette in the industry and our colour matched aluminum, shake, stone, and accessories provide the perfect complements and finishing touches to any project. Our products maximize curb appeal and benefit installers by minimizing labour requirements.

**POSITION OVERVIEW**

**RESPONSIBILITIES**
- Provide Tier I and Tier II customer service and technical support to end-users for hardware and software
- Diagnose, research, and resolve routine end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessary
- Provide guidance and explain policies and procedures to end-users
- Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution
- Train customers on new devices and technologies
- Install software on new or existing devices, in accordance with standard procedures
- Assist in the set-up of new equipment and devices
- Assist users in obtaining access to systems
- Assist in the setup, configuration, and maintenance of IT infrastructure, including networks, servers, and OT Edge connectivity.
- Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation
- Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals
- Assist with preventative maintenance within specified guidelines and procedures
- May review and evaluate new computer hardware and software products
- Maintain accurate documentation of IT assets, configurations, procedures, and troubleshooting guides.
- Propose and support improvement implementation to enhance IT processes, increase efficiency, and optimize system performance.
- May track and update IP numbers and data-jack numbers
- Assist and interact with hardware and software vendors
- Participate and contribute in meetings, projects, and P1 incidents process and procedures
- Participate in IT site visits (Travel - 10 to 20%)

**QUALIFICATIONS**

**Education**
- Degree/Diploma in Computer Science, or Information Technology or equivalent experience is preferred.

**Experience**
- Minimum one year experience in a technical support service or front-line support role required.
- Experience working in the home building or window & door industry strongly preferred.
- Prior experience in the roles of IT field support, deskside support in a manufacturing plant is an asset.
- Experience with ITSM tools
- Experience with working and interacting in a fast paced, time sensitive, data driven environment is preferred.

**Skills/Abilities**
- A passion for delivering excellent customer service.
- Excellent communication skills, both written and verbal.
- Strong organization and time management skills and the ability to work with little supervision.
- A talent for troubleshooting issues and finding creative solutions to unique problems.
- A desire for knowledge and the ability to learn new concepts quickly.
- Working knowledge of Microsoft Office products.
- Knowledge of Windows operating systems, basic computer hardware, and basic networking architecture an asset.
- The ability to work well as part of a team

**Why Join Our Team**
Our employees are empowered to make a meaningful impact on our success while pursuing a wide range of opportunities to meet your personal aspirations for development and advancement within a stable, growing Canadian industry leader.

**What You Can Expect from our Company**:

- You will be Part of a Winning Team
- You Can Capitalize on Your Opportunities and Make an Impact
- You Will Be Well Rewarded for Your Contributions to our Success
- You’ll work for a growing company with an excellent reputation in our sector for providing great products and customer service
- Competitive and tangible rewards that provide fair compensation relative to expectations and effort including base earnings, benefits for you and your family, and contributions toward your retirement savings
- Additional performance-based compensation depending on your role
- Competitive vacation time and flexibility in work schedules and location consistent with your role
- Resources and support to help you manage your personal wellness

**What the Company Expects of our Team**:

- Bring yourself fully to work each day
- Playing your role on the team so together we Win a