IT Support Specialist

Who We Are:

As Canada's Bridge and Infrastructure Company, Atlantic Industries Limited (AIL) operates a coast-to-coast network of sales/engineering offices and manufacturing plants. We've been developing innovative, engineered infrastructure solutions for the transportation, public works, railway, mining and energy, forestry, and development sectors for over 55 years

Position Overview:

The IT Support Specialist will play a pivotal role in ensuring secure, reliable, and effective end-user computing environments. The specialist will provide technical support, manage security protocols, troubleshoot issues, and ensure end-user devices are compliant with the organization's security policies. This role is crucial for maintaining the security and functionality of all devices used by employees and partners while ensuring smooth user experiences. After hours support will be on as needed basis.

What you will do:

• End-User Support:
• Provide first-line technical support to users by troubleshooting hardware and software issues on desktops, laptops, mobile devices, and peripheral equipment.
• Assist in the installation, configuration, and maintenance of end-user hardware and software systems.
• Handle technical requests and incidents raised via the helpdesk system, ensuring timely resolution and user satisfaction.

• Educate users on best practices for IT systems and security, enhancing the overall user experience.

• Security Management:

• Implement and maintain security protocols for end-user devices, ensuring compliance with organizational cybersecurity policies and regulations.
• Regularly monitor and audit user systems for vulnerabilities and address potential security threats.
• Collaborate with the IT security team to support the enforcement of encryption, authentication, and antivirus software.

• Provide input on security policies related to end-user devices and help improve security postures.

• User Access Management:

• Manage user account provisioning and de-provisioning, ensuring that access control policies are applied correctly.
• Maintain accurate records of user roles, permissions, and access levels across systems.

• Assist in conducting periodic access reviews and audits to ensure proper adherence to internal security protocols.

• Software and Systems Administration:

• Administer and support end-user productivity software, including email, communication tools, and office applications.
• Assist in deploying and updating software packages, ensuring minimal disruption to business operations.
• Collaborate with IT infrastructure teams to ensure proper network access, VPN connections, and remote access solutions for users.

• Assist with SQL based queries and report building.

• Documentation and Reporting:

• Document incidents, solutions, and troubleshooting steps for future reference and knowledge sharing.
• Generate regular reports on end-user security compliance, including patching, antivirus updates, and encryption statuses.
• Generate weekly Helpdesk ticket statistics reports.
• Assist in creating and updating user guides, training materials, and FAQs to promote self-service for common issues.

What you will need:

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 3-5 years experience
• Proven experience in an end-user support role, preferably with a focus on security.
• Familiarity with operating systems (Windows, Mac, Linux) and common office productivity software.
• Knowledge of security protocols and best practices (e.g., encryption, multi-factor authentication, antivirus software).
• Knowledge of ITIL Standards and best practices
• Experience with troubleshooting hardware and software issues in a corporate environment.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Strong ability to multi-task and complete projects in a fast-paced environment.

Why Join Us:

• We offer a robust total rewards package- Competitive starting salaries, and comprehensive health and dental benefits.
• Company Pension Plan (After 1 year of service).
• Internal career opportunities and Educational Reimbursement program.
• Monthly Employee Recognition and Rewards Program
• Diverse and inclusive workplace - Be a part of our tight family
• Strong company culture committed to providing a positive environment
• Continuous learning and development opportunities
• Work-life balance
• Birthday celebrations
• Employee referral bonuses
• Ongoing coaching, learning, and development opportunities.
• Safety Shoes Allowance

And Much More

Atlantic Industries Ltd. is committed to providing a barrier-free work environment in concert with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. As such, Atlantic Industries Ltd. will make accommodations available to applicants with disabilities upon request during the recruitment process.