IT System Support Technician

**Company Overview**

Waterloo Wellington Flight Centre (WWFC) is a dynamic flight training facility with more than 90 years of history and one of Canada's top manned aviation schools. WWFC is a not-for-profit organization and has continued to grow over the years. We provide aviation community members withthe opportunity to pursue their goals supported by the highest quality resources in the safest environment.

We are looking for a service-oriented **IT System Support Technician - Intermediate**

**IT SYSTEM SUPPORT TECHNICIAN - INTERMEDIATE**

**About the Role**:
We are about to implement a major administrative software change, integrating a product like NetSuite with two other aviation specific products. You will work with external providers to ensure smooth transition and also operate Microsoft 365 suite as well as ADP/Workforce Now.

Some software and unique systems that the incumbent will work with are Microsoft Teams, SharePoint, Company drive, ADP Workforce Now, Constant Contact, TFBO and Fleet Captain.

**Key Responsibilities**

**Software**
- Leads project management activities in the selection, migration and testing of new focused systems and processes resulting in flexible and scalable solutions. Working closely with the General Manager and Senior Accountant in this process of implementation including training of staff.
- Researches, evaluates and provide recommendations in the procurement of emerging technology for the business.
- Gathers information, and support organizational solutions and goals

**End User Support**
- Provides technical guidance and support to users and clients to help resolve their technical issue
- Troubleshoots and resolves software or hardware issues within a timely manner
- Analyzes records and logs to spot underlying trends and potential issues and recommends solutions.
- Administers user accounts, assists with password/login issues, and keeps the Microsoft Outlook directory list updated.
- Maintain inventory of all equipment and a list of resources assigned to staff members
- Training of staff on new software or systems as required
- Repairs and replaces equipment as necessary with proactive plan in place
- Accountable for monitoring and purchasing IT supplies (i.e., computer hardware, accessories and printer supplies)

**Security/System Administration**
- Responsible for the deployment, installation and configuration of software, hardware and printers
- Implement and monitors security measures
- Monitors security certificates and company compliance of requirements
- Reviews diagnostics and assesses the functionality and efficiency of systems
- Acts as liaison to external software providers for problem resolution.
- Maintains confidentiality and proper data stewardship of sensitive and critical data
- Implements, monitors and maintains company system to ensure integrity of WWFC's Student Information and Financial Systems.
- Adheres to all security best practices for operational support and privileged access right
- Demonstrates the Company Mission, Vision and Values Statement and current standard business practices.
- Performs other related duties as required.

**Technical Requirements**
- Worked with NetSuite or similar type ERP software and understand software integration using Application Programming Interface (API)
- Proficiency with Office software as an end-user
- Experience with installing, configuring, administering and troubleshooting a wide range of desktop hardware and software
- Understanding of Backup System, Cloud-based storage solutions
- Working knowledge of SQL

**Experience and Requirements**
- Associate or bachelor’s degree in computer science or a related field.
- 3+ years of experience in a technical support role.
- Computer Technology Industry Association (CompTIA)A+ certification and/or relevant Microsoft certification (at least Associate level) is an asset
- Excellent customer service, analytical and troubleshooting skills
- Effective communication skills, with the ability to communicate technical information
- Strong interpersonal and relationship-building skills.
- Team-oriented attitude to help other colleagues and departments with technical problems.
- Strong time management skills with the ability to handle multiple projects/priorities within a tight deadline
- Willingness to solve complicated problems and see projects through to completion.
- Project management skills
- Ability to work independently or as part of a team

Does this sound like an exciting opportunity for you? If so, please apply.

WWFC is committed to diversity and inclusion, and thank all applicants in advance; however, we will be corresponding only with those selected for an interview. In accordance with the Accessibility for Ontarians with Disabilities Act, we are committed to providing an inclusive and barrier free recruitment and selection process.

Why work with us
- Comparative salary
- Benefits
- Business Casual Dress Code
- Amazing work culture where you can lear