Description
JOB SUMMARY: The IT Support Specialist (Level II) provides technical assistance on tickets submitted to the Help Desk, after they have been triaged by the Support Coordinator , and basic trouble shooting has been completed. The specialist will monitor support tickets to ensure resolution is achieved and identify areas where future problems can be proactively prevented. Assist in delivering projects, providing one-on-one training, creating documentation and “how-to” articles. When systemic issues are identified that involve multiple users, or departments, or a potential security risk, they will notify the supervisor. Complex issues that cannot be resolved are escalated according to procedure, and the specialist will remain the point of contact for the ticket to ensure continuity. Must have a valid driver’s license and access to a vehicle, regular travel between Richmond Hill and Aurora is required. This position reports to the IT Support Specialist – Level III MAJOR RESPONSIBILITIES : Setup and manage PC and Apple computers in accordance with protocols, using Intune, NinjaOne, and Mosyle Provide technical support for hardware such as printers, scanners, AV equipment, & mobile devices Provide technical support for software including MS Office & Outlook, ERP system (PSI), MS Remote Desktop, anti-virus and other business applications Phone system support in consultation with the telecom vendor Open tickets with applicable vendor on behalf of end users, monitor case status and follow-up On-boarding and preliminary security training, OneDrive, Teams, Outlook and support request procedures for new employees Monitor the off-boarding of users to ensure access is properly revoked and relevant parties notified Provide training to users one-on-one for supported desktop applications Maintain detailed records of incidents, solutions, and troubleshooting steps to ensure knowledge sharing and continuous improvement Perform regular maintenance tasks to prevent issues and ensure optimal performance of IT systems and equipment. Create “how to documents” and instructions Document policies, procedures, in consultation with IT Supervisor Monitor prescribed maintenance such as backups, security and patches Maintain non-ISO inventory of computers, laptops and other company supplied technology ADDITIONAL RESPONSIBILITIES: Other related duties as assigned and required QUALIFICATIONS: Education University degree or college diploma in related program Experience 4 years’ experience in IT Support/System Administration Experience with Microsoft 365, Exchange/Outlook, SharePoint & OneDrive Working knowledge of Microsoft Windows support, some Windows Server support Working knowledge of TCP/IP, and networking A, or similar certifications Behavioural Demonstrated ability to apply the following behavioral competencies on the job: Communication: Clear and consistent messaging both written and verbal Attentiveness: Ability to listen carefully and interpret information Planning and organizing: Manage multiple priorities and projects Teamwork: Work effectively and productively with co-workers Decision Making: Utilize processes to make decisions, understand when to escalate to supervisors Accuracy: Self-check work and have good attention to detail Efficiency: Take advantage of all available resources to maximize effectiveness
