Technical Implementation Specialist

Organization Summary

Building on 35 years of experience as Merit Contractors Association, OpenCircle elevates employers and employees by supporting well-being in work, life, and the spaces in between. As a membership association supporting construction and industry partners across Canada, OpenCircle supports member companies and their employees with sustainability and growth. As changes occur globally and at home in Canada, they shine the spotlight on the employer-employee relationship, encouraging diverse thinking on how to best support employees and their families.

What will you do?

Reporting to the Manager, Information Technology, the Technical Implementation Specialist (the "Position") will help resolve end-user productivity issues as it relates to IT operations. The Position will be responsible for ensuring that software systems are well maintained and functional, performing advanced troubleshooting, handling IT maintenance tasks, assisting with internal IT-related projects, and educating employees on the correct and efficient use of applications. The position will support the Benefit Systems department with business line application support and deployment of new version releases.

Job Responsibilities

• Perform advanced troubleshooting and maintenance.
• Provide assistance with various internal IT projects and deployments.
• Monitor and support line-of-business applications.
• Mentor and support members of the IT department.
• Coordinate with the organization's Managed Service Provider (MSP) on support issues.
• Ensure issues are escalated appropriately to internal or external teams where necessary.
• Ensure and maintain documentation and process compliance within the IT department.
• Lead initiatives relating to system upgrades and testing plans.
• Resolve end-user IT issues such as password reset, software questions, hardware problems, Internet connectivity, configurations, and so on across a variety of hardware devices (i.e. desktops, laptops, servers, tablets, cell phones).
• Provide one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication.
• Provide training to internal employees, teaching basic IT skills to minimize ticket volume.

Qualifications

• Post-secondary education in information technology, computer science or equivalent experience.
• 3-5 years of experience in a desktop support or systems administration position is required.
• CompTIA Network+, Microsoft Certified: Azure Administrator Associate, and/or ITIL Intermediate certification are considered assets.
• Experience working in the MSP industry is considered an asset.
• Flexibility to work outside of regular business hours is required.
• Proficiency with MS Office, Fortinet, and Active Directory is required.
• Excellent documentation and process improvement skills.
• Strong organizational and mentorship skills.
• Strong customer service mindset.
• Ability to manage multiple priorities and projects.
• Understanding of active directory, mail, and line of business account creation
• Fluency in written and spoken English.
• Collaborative self-starter who is driven to optimize processes and has interest in pursuing online courses and certifications.
• Strong communication and time management skills.
• Strong analytical, troubleshooting, and problem-solving skills.
• Always maintain a high degree of professionalism, courteousness, and friendliness
• Demonstrated technical proficiency to apply knowledge of grammar, punctuation, structure, spelling, tone, proofreading, clarity, and organization.
• Provides and practices sound judgment using independent decision-making.
• Sound analytical thinking, planning, and prioritization skills.
• High level of integrity, confidentiality, and accountability.
• High attention to detail and organizational skills.
• Strong problem identification and resolution skills.
• Creative and innovative thinker.
• Ability to use tact and diplomacy when handling sensitive information.
• Effective delivery of complex information in clear and concise manner.
• Valid Alberta Class 5 Drivers License (or equivalent).

Core Competencies

At OpenCircle we strive to provide a workplace culture that aligns with our employees' personal values. Core competencies for this role, to align well with our workplace culture, are:

• Agility
• Result-oriented
• Solution-based thinker
• Creative problem solving
• Self-motivation