Technical Support Specialist

Stella-Jones is North America's leading producer of industrial pressure-treated wood products. Responding to the vital infrastructure needs of our economy, we manufacture and distribute railway ties, utility poles, residential lumber and industrial wood products across the continent.

The Company’s common shares are listed on the Toronto Stock Exchange (TSX : SJ).

Stella-Jones recruits team members who embody our core values and desire an environment where growth is inspired, dedication is recognized, and achievement is rewarded.

Our ever- expanding footprint provides a great prospect for career advancement as we seek to develop our emerging leaders.

Position Summary :

Responsible for providing technical assistance, support, and training, to our internal clients over the phone, email, and through remote support tool.

Also responsible for maintaining and updating technical documentation and IT assets. Ability to identify and escalate complex issues to the appropriate team member.

Principal Responsibilities :

• Provide help desk services that include call handling, logging, tracking, and problem resolution via email, phone, and other electronic mediums in a timely and professional manner.
• Investigates problems and identifies their source; determines possible solutions; tests and implements solutions.
• Installs, configures, and maintains employee computers, Windows operating system, networks, file servers, network cabling, and other related equipment, devices, and systems;

adds or upgrades and configures printers, and related equipment.

• Performs software application installation and upgrades.
• Develops and conducts various training and instruction for system users on operating systems and other applications; assists users in maximizing their use of networks and computer systems.
• Maintains the confidentiality of digital information that may be disclosed during routine support.
• Participates as a resource for any department that requires technical advice.
• Provides computer orientation to new and existing company staff.
• Participate in training and professional development to stay current with new technology
• Performs other job-related duties as assigned.
• Ability to work flexible schedule and be on call on rotation basis
• Travel required in US and Canada.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Qualifications :

• Education : Associates degree (minimum) from a technical school or college.
• Experience : Minimum 5 years working experience on a technical support / help desk team
• Strong understanding of hardware, software, and network connectivity.
• Experience with remote support tools and technologies.
• Excellent customer service and communication skills.
• Strong problem solving and troubleshooting abilities.
• Flexibility to work in a fast-paced and dynamic environment.
• License / Certifications a plus

Knowledge, Skills and Abilities :

• Advanced knowledge of Microsoft OS, Active Directory and other company applications
• Skilled in organizing resources and establishing priorities
• Ability to read and comprehend written technical information manuals
• Demonstrated ability of strong customer relationship skills and problem resolution
• Service desk practices and techniques
• Excellent verbal and written skills
• Team Player and Customer Oriented
• Fluency in written and spoken English & French
• Exchange and Office 365 administration
• Knowledge on the Microsoft System Center Suite
• Knowledge on ITIL

As a Stella-Jones employee, you will enjoy access to excellent benefits and incentives, including :

• Extended health and dental coverage
• Life insurance and accidental death & dismemberment (AD&D)
• Short-Term and Long-Term disability coverage
• Competitive compensation
• Annual Profit Share Program
• Retirement program (RRSP) with generous Company match (150% of employee's 4% contribution)
• Company Share Purchase Program with 10% Company contribution match
• Career advancement opportunities

Stella-Jones is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, provincial, or local laws.