IT Support Specialist

The IT Support Specialist is a hands-on, onsite technical role responsible for delivering first-level IT support to employees working in both corporate and industrial operating environments. As a key member of the IT team, the IT Support Specialist plays an essential role in maintaining the reliability, security, and performance of information technology (IT) and operational technology (OT) systems that support day-to-day business operations. This position requires a proactive, service-oriented professional who can effectively troubleshoot technical issues, support infrastructure, and contribute to continuous improvement initiatives. Based in Mackenzie, BC the IT Support Specialist provides timely and professional technical assistance through multiple channels, including phone, email, and an IT ticketing system. The role is responsible for diagnosing and resolving hardware, software, network, and system issues, taking ownership of incidents from initial intake through resolution, and escalating issues when appropriate. Accurate documentation of incidents, resolutions, and procedures is a key component of this position, as is the ability to prioritize and manage competing support requests. In addition to user support, the IT Support Specialist assists with monitoring IT and OT systems using logs, alerts, and dashboards, and supports system maintenance, upgrades, and IT projects. The role works within Windows desktop and server environments, supports virtualization platforms such as Hyper-V, Microsoft 365 and Azure environments. Collaboration with internal departments and contribution to internal knowledge bases are important aspects of maintaining effective service delivery and improving IT processes. The IT Support Specialist works Monday to Friday, with occasional after-hours, weekend, or on-call support required to meet operational needs. This role requires the ability to work independently, maintain a high level of professionalism and confidentiality, and communicate technical concepts clearly to non-technical users. Qualifications for this role include a bachelor's degree in Information Technology, Computer Science, or a related field, along with a minimum of three years of experience in IT support or IT administration. Strong technical knowledge of Windows environments, networking fundamentals, cybersecurity principles, and IT service management practices is required. The position also requires the physical ability to lift and install IT/network equipment and willingness to participate in an on-call rotation.

Key Responsibilities Technical Support & Service Delivery

• Provide timely, accurate, and professional desktop and technical support via phone, email, and the IT ticketing system
• Troubleshoot and resolve hardware, software, network, and system issues
• Take ownership of issues from intake through resolution, escalating when required
• Accurately document incidents, resolutions, and procedures
• Prioritize incoming requests and manage competing demands effectively

Systems & Infrastructure

• Monitor IT and OT systems using logs, alerts, and dashboards
• Assist with system maintenance, upgrades, and IT projects
• Support Windows desktop and server environments
• Work with virtualization platforms (e.g., Hyper-V)
• Support Microsoft 365 and Azure environments (asset)

Process Improvement & Collaboration

• Identify opportunities to improve IT processes and service delivery
• Contribute to internal knowledge bases and documentation
• Collaborate cross-functionally with other departments
• Maintain a positive and professional company image in all interactions

Work Schedule

• Monday to Friday
• Occasional after-hours, weekend, or on-call work may be required due to IT/OT operational needs

Qualifications & Experience Education & Certifications

• Bachelor's degree in Information Technology, Computer Science, or a related field
• Relevant certifications (CompTIA, Cisco CCNA, Microsoft certifications) are considered an asset

Experience

• Minimum 3 years of experience in IT support or IT administration
• Experience supporting remote or industrial locations preferred
• Experience in lumber, manufacturing, or industrial environments is an asset
• Winter driving experience (including unpaved and radio-controlled roads) is an asset

Technical Skills

• Strong knowledge of Windows desktop and server environments
• Solid understanding of networking concepts, protocols, and security principles
• Experience with cybersecurity fundamentals and IT systems management
• Familiarity with ITIL or IT service management frameworks
• Experience supporting users via phone, email, MS Teams, or remote tools

Professional Skills

• Strong customer-service orientation
• Excellent verbal and written communication skills
• Ability to explain technical concepts to non-technical users
• Strong analytical, organizational, and problem-solving skills
• Ability to work independently while managing multiple priorities
• High level of confidentiality and professionalism

Additional Requirements

• Ability to lift and install IT/network equipment
• Willingness to participate in IT on-call rotation
• This position is not remote and is based in Mackenzie, BC

Why Join Conifex

• Be part of a collaborative, safety-focused team
• Work in a hands-on IT role supporting real-world operations
• Opportunity to grow technical skills in IT and Operational Technology
• Make a meaningful impact in a critical support function

• Team Environment: A supportive and inclusive team environment.
• Health Benefits: Comprehensive coverage including an annual health spending account.
• Excellent Pension Plan: Secure your future with our robust pension offering.
• Career Development: We invest in you - opportunities for professional development and career growth.
• And Competitive Salaries