Tier 1 IT/IS Support Specialist

Overview

First-level IT support handling tickets, troubleshooting, and user account management.

Key Responsibilities

• incident logging
• hardware maintenance
• user management
• remote support
• ticket management
• first contact

Tasks

-Adhere to and maintain process documentation. -Log incidents and service requests accurately and promptly. -Following IT security guidelines to ensure a secure working environment. -Conduct computer hardware maintenance, including imaging and wiping devices. -High attention to detail, ensuring accurate logging of incidents and adherence to procedures for consistency and quality in support. -Act as the primary point of contact for support requests, answering calls and responding to emails, with a focus on first contact resolution. -Escalate more complex and impactful issues to Tier 2 support when necessary. -Manage, create and retire user accounts, permissions, group memberships and mailboxes. -Provide remote desktop support, including software installations, updates, and troubleshooting. -Resolve common hardware, software, and system access problems. -Successfully manage ticket lifecycles, adhering to Incident and Request SLAs.

Requirements

• windows 10
• azure ad
• intune
• jira
• problem solving
• 2-5 yrs

What You Bring

-Strong prioritization skills, understanding the urgency and priority of incidents and requests, and time manage appropriately. -Solid technical knowledge in basic to intermediate IT systems and hardware/software trouble shooting. -Proven ability to collaborate effectively with team members, share knowledge, and escalate issues appropriately to higher-level support. -Ability to independently research support topics and technologies to find impactful solutions in a fast-evolving corporate IT environment. -Excellent verbal and written communication skills. -Strong problem-solving abilities to quickly assess situations and apply logical thinking to resolve common issues. -2 – 5 years of experience in Windows desktop and application support within a mid-sized organization. -Exceptional customer service skills, including patience, empathy, and a customer focused approach to manage inquiries and complaints from individuals with varying levels of technical literacy. -Technologies: Windows 10, MacOS, iPhone/iOS, MFA, Sharepoint, Ticketing Systems (Halo, JIRA), MS Teams, Office 365, OneDrive, Azure/Active Directory, Exchange, Endpoint Management (Intune, Automate/Screen Connect, Mosyle), Meeting Room A/V equipment. -Perform basic to intermediate troubleshooting for a variety of technical issues.

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Benefits

-We provide a competitive compensation package composed of a group benefits plan, GRSP matching, and a discretionary bonus program. In addition, Avenue Living also offers an Employee Referral Program that rewards active employees for successful referrals. -An employee centric culture with paid time off for employer supported volunteerism, maternity leave top-up, a generous awards and recognition program, discounted monthly rent in Avenue Living properties, and employee savings program through industry partnerships. -We are committed to a strong, safe work environment. -With the support to do things differently, grow personally and professionally, and bring your whole self to work, there's no limit to the impact you can make.

About Avenue Living

-Founded with the vision of building long-term wealth through real estate investments. -Specializes in the acquisition, management, and development of residential and commercial properties. -Focused on properties that provide stable income and significant appreciation potential. -Expert in managing diverse real estate assets, from multi-family buildings to commercial spaces. -Dedicated to enhancing value through proactive property management and strategic improvements. -Has a strong track record of growth, expanding its portfolio across multiple provinces in Canada. -Known for creating communities where residents and businesses thrive, not just spaces. -Maintains a long-term investment strategy to ensure steady returns for its stakeholders.

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