IT Support Specialist - In - Office

The IT Support Specialist is a customer service driven, hands-on Information Technology Support Specialist to join our team at our head office in Calgary. In this role, you are responsible for providing technical support on operating systems, network protocols and specific application packages in response to end-user requests. You will assist with incidents, problems, changes, releases, configurations, assets, and service requests, for both our corporate office and project sites.

KEY RESPONSIBILITIES

1. Effectively use and support various products within a single information technology resource or enabling technology.
2. Assist in identifying opportunities to modify processes or utilizing new technologies to improve best practices and maximize utilization of recommended products.
3. Assist in support of administrative computer-based applications.
4. Provide troubleshooting and optimization for technical problems related to product applications, installation, and configuration.
5. Develop and implement technical solutions under general supervision.
6. Apply knowledge and experience in the planning, solution development and implementation of distributed computing service or client server services and/or wireless services.
7. Install and configure computers and peripherals on data networks.
8. Test fixes to ensure problems have been adequately resolved.
9. Ensure on-going maintenance and monitor system quality assurance.
10. Manage troubleshooting and trouble ticket escalation.
11. Field incoming help requests from end users and document user issues and related resolutions.
12. Access software updates, drivers, knowledge bases, and “frequently asked questions” resources to aid in problem resolution.
13. Assist with support of iPads and cellphone devices as per the Company’s Technology Standards Policy.
14. Provide VOIP phone systems and videoconferencing support.
15. Have printing solutions experience on Ricoh, Canon, and HP products.

Note: In addition to these duties personnel are required to carry out such other duties as may be reasonably required in order to support the objectives of the company.

POSITION REQUIREMENTS:

Qualifications: Diploma or Degree in Information Technology, Computer Science, or related field with a minimum of 3 years experience in IT operations and infrastructure deployment.

A+ & Network+ certifications required. Cisco, Microsoft, and IT frameworks certifications are an asset.

Valid Driver’s License.

Experience: Experience administering systems support for remote sites considered an asset.

Skills and Knowledge: Knowledge of networking fundamentals (TCP / IP, DNS, DHCP, VPN, SMTP).

Have a working knowledge of Microsoft 365 application products and cloud apps. Able to troubleshoot Power Apps and BI platforms will be considered as an asset.

Advanced understanding of operating systems, business applications, printing systems and network systems.

Ability to multi-task and adapt to changes quickly.

Detail oriented, analytical, organized with a strong work ethic.

Excellent verbal and written communication skills are essential and a strong desire to learn.

Ability to present ideas in user-friendly language with strong customer service orientation.

WORKING CONDITIONS:

This position is office based and works at our Calgary corporate office. Travel to project sites is required.

REPORTING RELATIONSHIPS:

The Information Technology Support Specialist reports to the Manager, Information Technology.