IT Support Specialist

**Our Story**

Ames Tile & Stone Ltd. is a Vancouver born, Canadian company, founded by two brothers in 1912.

**Fun fact**: The partnership between the brothers lasted less than two weeks, but Ames Tile & Stone has lived on for over 100 years.

A family-owned business with a strong reputation built over **four generations. **Ames Tile & Stone is Western Canada's premier importer and distributor of high-quality ceramic and porcelain tile, luxury vinyl flooring and complementary products.

We are a trusted partner in the industry, known for our commitment to exceptional customer service and delivering high-quality, design-forward solutions.

**Family. History. Proud to be Ames Tile.**

**Why We Need You**:
As the **IT Support Specialist**, you will be responsible for providing technical support for 150 Team Members across five cities in Western Canada, in a hybrid Active Directory & Microsoft 365 environment. This role supports enterprise/SaaS solutions, the ERP system and manages ID administration. Experience with IT helpdesk and desktop support, Microsoft AD & 365 administration, VOIP systems, and mobile devices (including handheld warehouse scanners) is essential. Familiarity with basic web development, SQL databases, backup and restore processes, disaster recovery, security management, system monitoring, documentation and vendor contact also is beneficial, but not required.

Strong customer service skills are essential, as the primary focus will be supporting internal staff. If you are eager to learn, want to gain valuable experience and make an impact - we want to hear from you

**What You’ll Do**:

- Set up new hardware, software, and access for new hires, and provide training.
- Troubleshoot and administer workstations, software, server access, network connectivity, cloud SaaS, and all enterprise office systems. Knowledge of Active Directory and Office 365.
- Coordinate selection, purchasing, deploying and refresh of hardware.
- Maintain operating system and software patches via RMM/MDM.
- Support remote staff via phone or chat using remote assistance tools.
- Manage tickets in an ITSM tool, diagnose problems, and escalate issues to Tier 3 when necessary.
- Update the hardware asset management system.
- Test and implement new technologies.
- Monitor and manage IT systems security.
- Optimize system performance and document configurations, processes and procedures.
- Coordinate with vendors for hardware, software, and services.

**Who You Are**:

- Degree in Computer Science, or a related field or a 2-year IT certification/Microsoft/CompTIA with 2 years of experience.
- 2 years in a helpdesk, desktop support, or similar role.
- Excellent communication skills.
- Strong attention to detail, and a curiosity to solve complex issues and learn new technologies.
- Experience supporting Windows Active Directory, Azure AD, Microsoft Servers, Windows and Mac OS and Veeam backup.

**Ames Benefits & Perks**:

- Work Life Balance Initiatives, Competitive Compensation.
- Annual Profit-Sharing Program, Referral Bonuses, Company Pension Plan.
- Comprehensive Benefits, plus a Health Spending Account.
- Employee Family and Assistance Program.
- Make a Difference Initiatives through the Ames Family Foundation.
- Professional Development (Tuition Reimbursement).
- Hobby & Wellness Allowance, Community Service (Volunteer) Days.
- Company Events (ft. lots of food), On-Site Starbucks Coffee Machine.
- Ames Tile & Stone Discount (Friends & Family).
- On-Site Parking
- COR Workplace Certified, Best Workplace Certified Company

**Compensation**:$60,000 - $70,000 (dependent on experience).

**Job Type**:Full-time, Permanent

**Work Location**: Head Office (New Westminster) or Burnaby.

**Work Type**: Onsite (in person, because we enjoy spending time with each other and believe curiosity and creativity is more contagious in person).

Pay: $55,000.00-$70,000.00 per year

Schedule:

- Monday to Friday

Application question(s):

- Are you comfortable working in an onsite setting?
- Are you legally authorized to work in Canada?

**Experience**:

- help desk: 2 years (required)
- desktop support: 2 years (required)

**Location**:

- New Westminster, BC V3M 5K2 (required)

Work Location: In person

Application deadline: 2024-12-02