The IT Support Specialist I is the first point of contact for our internal customers. This position responds, resolves, documents and sometimes escalates technology related incidents and service requests. The IT Support Specialist I will also assist senior technology experts in creating a stable, repeatable and easy to maintain client technology environment. This position requires day-to-day direct client support and the ability to build long lasting relationships through world class customer experience and technical expertise.
Responsibilities include:
• Successfully respond to incoming calls and emails in the queue
• Act as first point of contact for in-person desktop related visits. Travel between sites to address any incidents or service requests that require in-person visits
• Record all customer requests into our ticketing software. Classify tickets as service requests or incidents, capturing all relevant information
• Document all troubleshooting steps within a ticket prior to escalating to another team
• Acknowledge all email requests and self-service tickets that are submitted into the queue
• Assist with new user setup, user moves, adds, changes and departures
• Ensure all new staff are onboarded accurately, on time and ready to go for their start date
• Assist the team with preparing computer systems for organizational deployment
• Printer queue management and optimization
• Contribute to our team knowledge base with any tips and tricks. Stay current with the latest technology
• Participate in the on-call rotation across 4 team members
• Degree or post-secondary diploma in Information Technology or Computer Science
• CompTIA A+ Certification
• ITIL v3/4 Service Management would be considered an asset
• Microsoft certification would be considered an asset
• 3-5 years of experience in the following:
- Providing Enterprise Technical Support over the phone and in person
- Building, supporting and maintaining Windows 10/11 in an Enterprise
- Working knowledge of Active Directory, AAD and all components
- Working knowledge of Microsoft 365 suite of applications
- Working with an ITSM such as FootPrints, Remedy, Service Now etc.
- Working with iOS and Android mobile hardware
- Working with network fundamentals (OSI, route/switch)
- Printing Hardware and software
• Strong analytical and troubleshooting skills
• Excellent communication and interpersonal skills
• Keen interest in technology, people, process and developing skillsets to support the IT Team
• A self-starter with the ability to work independently and in a collaborative team environment
• Ability to establish effective and collaborative working relationships and an ability to build trust with staff across all levels of the organization
• Ability to adapt well in an ever-changing environment
• Ability to see the big picture and broader implications of issues/solutions
Along with a competitive compensation program and City paid health and dental premiums, our employees also enjoy:
• Excellent health, dental, paramedical, and benefits plan
• First-in-class pension plan
• Career development and tuition reimbursement
• Employee discounts, annual adult Genesis Place pass, social events, and health & wellness initiatives
Continuous learning through training and development is encouraged as are flexible work arrangements, when possible. We recognize that our people work best when they feel engaged in their environment and appreciated for their efforts and our overall benefits package reflects that.
This is a full-time term (18 Months) position that is expected to work 37.5 hours per week. An extension of this term will be dependent on operational needs; however, it is not guaranteed.
Please include a cover letter accompanying your resume.
Support Specialist I - IT Infrastructure Services - Term (18 Months) • Airdrie, Alberta, CA
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