IT Support Specialist

Overview Modern Niagara helps building owners, managers, and general contractors meet the mechanical, electrical, integrated building technology, and building services needs of their buildings across Vancouver, Calgary, Edmonton, Toronto, Southwestern Ontario, and Ottawa. We also develop custom, turnkey solutions to help reach the desired outcomes. We are committed to having a positive and meaningful impact on Canada’s infrastructure and on the communities where we live, learn, work, and heal. WE BUILD FOR LIFE. We value passion, initiative, determination, professionalism, and teamwork and we are committed to ensuring that our teams have everything they need to succeed. Health and safety are embedded in everything we do and, as a result, our award-winning safety culture has a record that’s well above industry standards. At Modern Niagara, you will work alongside values-driven, safety-conscious, and high-impact teams in a fast-paced, innovative, and collaborative environment. Here, your knowledge, skills, and excellent service will help ensure that the buildings that make up Canada’s infrastructure fulfill the needs they were set out to meet. Modern Niagara is one of Canada’s Best Managed Companies and is a recipient of SMACNA‘s Safety Excellence Award Program (SSEAP) – Canada and the Canadian Occupational Safety (COS) Magazine’s Gold Winner for Canada’s Safest Employers Award in the Building and Construction category and Excellence Winner for Canada’s Best Health + Safety Culture Award as well as Canada’s Best Health + Safety Leader Award. Modern Niagara is seeking an IT Support Specialist to join our IT Support team and will responsible for both the Hamilton/Dundas Air Wise location as well as Modern Niagara Southwestern Ontario. Responsibilities Evaluate documented resolutions and analyze root cause to prevent future problems. Maintain end user Computing and Mobile devices and applications. Field incoming help requests from IT Concierge and end users via both telephone and e-mail in a courteous manner With an eye to continual service improvement, build rapport to gain a holistic view of clients issues/requests Continually prioritize issues/requests based on urgency and impact. Escalate problems (when required) to the appropriately experienced technician or vendor Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution Apply diagnostic utilities to aid in troubleshooting Access software updates, drivers, knowledge bases, and frequently asked questions Keep pace with the software and hardware used and supported by the organization, while continually looking for areas for improvement Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing, implementing file backups, and configuring systems and applications Install anti-virus and remote access software Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals Test fixes to ensure problem has been adequately resolved Perform post-resolution follow-ups to help requests Develop help sheets and frequently asked questions lists for end users. Collaborate with teammates for maintaining a current knowledge base of best practices, issue resolutions Qualifications and Experience Proficiency with Microsoft Intune for device management. Experience with Active Directory (AD) for user and group management. Strong knowledge of Microsoft Office and Exchange for email and productivity tools. Experience providing IT support both remotely and deskside. Strong troubleshooting skills for diagnosing and resolving IT issues. Experience with remote support tools (e.g., helpdesk/service desk, PC, desk side, phone). Familiarity with infrastructure and networking concepts. Comfortable with operational technologies and able to become a subject matter expert with specific software and hardware solutions. Experience working with software vendors to optimize support and functionality is considered an asset. Experience in the construction industry is considered an asset. Experience in manufacturing, smart industrial endpoints and robotics would be considered an asset. Willing and able to do light and heavy lifting. Able and willing to support the team nationally. #J-18808-Ljbffr