IT Support Specialist

Description

• Participate in project work by defining tasks, estimating timelines, and executing responsibilities.
• Maintain the IT ticketing system, including knowledge base documentation and system maintenance logs.
• Maintain accurate inventory of all devices and manage remote system updates using REFTAB.
• Troubleshoot complex technical issues using industry best practices to ensure timely resolution.
• Monitor and respond to support emails (e.g., Entara support inbox) as time allows.
• Oversee the IT training portal to ensure all employees complete onboarding and ongoing training requirements.
• Perform software and operating system upgrades as required.
• Prepare and configure laptops for employees, ensuring correct deployment and functionality.
• Diagnose and resolve hardware and software issues related to PCs and peripherals.
• Configure, deploy, and maintain Windows laptops for employees.
• Assist with new hire onboarding, including account setup and training on PC applications and systems.
• Provide first-level technical support by responding to all new IT help desk tickets on the same day they are submitted.
• Assist with the setup and maintenance of business networking equipment and infrastructure, including tasks such as IP subnetting, cable management, and Wi-Fi troubleshooting.

Requirements

• At least 2 years of full-time IT support experience or a post-secondary certificate in a related program.
• Bachelor's degree in Information Technology, Information Science, or a related field, or an equivalent combination of education and relevant experience.
• Proven ability to prioritize, take initiative, and problem-solve independently in a fast-paced environment.
• Ability to work effectively both independently and as part of a collaborative team.
• Excellent technical writing skills for creating user-facing documentation and guides.
• Hands-on experience with Microsoft Windows 10/11 and Microsoft Office suite.
• Familiarity with the Microsoft 365 Admin Portal, including Dynamics CRM.
• Strong experience working within a standardized ticketing system and documenting resolutions.
• Ability to follow established methodologies while continuously identifying opportunities for process improvement.
• Excellent written and verbal communication skills with strong attention to detail.
• High level of personal integrity, professionalism, and reliability.
• Strong customer service orientation with the ability to interact professionally across all levels of the organization.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance