IT Support Specialist, Tier 1

NEW CAREER OPPORTUNITY

Build your career with Kraken Robotics. Make a difference to others. If innovation drives you, and you want a career that makes a difference to the world, helping humanity overcome the challenges in our oceans – safely, efficiently, and sustainably – then come join us at Kraken Robotics.

Kraken Robotics is currently recruiting for a Tier 1, IT Support Specialist to join our Dartmouth, NS office.

We are seeking a Tier 1, IT Support Specialist to work out of our Dartmouth, NS facility. This role is the first point of contact for end users and provides customer-focused support for day-to-day IT issues, including hardware, software, account access, connectivity, and collaboration tools.

The role logs, triages, troubleshoots, resolves, and documents support requests in line with established procedures and service levels. Issues requiring deeper technical investigation, elevated permissions, or infrastructure changes are escalated to Tier 2 or the appropriate technical owner.

ROLES AND RESPONSBILITIES

• Serve as the first point of contact for support requests received through approved channels, including the ticketing system, email, phone, chat, or walk-up support.
• Troubleshoot and resolve common end-user issues for laptops, desktops, mobile devices, printers, peripherals, software, network connectivity, account access, and Microsoft 365 applications.
• Log, categorize, prioritize, track, and document incidents and service requests in the IT ticketing system, including symptoms, troubleshooting steps, user updates, and resolution details.
• Fulfill routine requests such as password resets, MFA support, software installation, device setup, access requests, onboarding, offboarding, and equipment returns according to approved procedures.
• Escalate unresolved, complex, recurring, security-sensitive, or administratively restricted issues to Tier 2 with clear documentation, impact, troubleshooting history, and relevant user context.
• Provide professional, friendly, and timely communication to end users, including status updates, guidance, and confirmation of resolution.
• Assist with knowledge base articles, troubleshooting guides, recurring issue documentation, basic asset updates, and IT service improvement activities.
• Follow organizational IT policies, cybersecurity practices, data protection standards, and support procedures when handling systems, accounts, devices, and user information.

IT Support Duties

• Respond to incoming support requests and provide first-line troubleshooting for hardware, software, operating system, printing, peripheral, Wi-Fi, VPN, and connectivity issues.
• Assist users with Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and other standard business tools.
• Support basic account and access-related requests, including password resets, MFA assistance, group membership requests, and user access troubleshooting in accordance with approved processes.
• Support laptops, desktops, docking stations, monitors, headsets, mobile devices, printers, and other standard end-user equipment.
• Guide users through troubleshooting steps in a clear, patient, and professional manner and follow up to confirm resolution and user satisfaction.

Endpoint, Account, and Application Support Duties

• Assist with device setup, replacement, configuration, deployment, and basic endpoint support according to standard operating procedures.
• Support approved software installation, updates, and routine application troubleshooting.
• Assist with onboarding and offboarding activities, including equipment preparation, account readiness checks, access validation, and return logistics.
• Maintain basic inventory and asset tracking updates for laptops, peripherals, and assigned IT equipment.
• Escalate issues related to system administration, server infrastructure, network infrastructure, security policy, licensing, or application administration to Tier 2 or the appropriate technical team.

Collaboration & Documentation Duties

• Collaborate with Tier 2 support, infrastructure, enterprise systems, and other IT team members to resolve incidents and service requests.
• Clearly document troubleshooting steps, user communications, escalations, and final resolutions in the ticketing system.
• Create and update knowledge base articles and standard troubleshooting guides for common support issues.
• Share recurring trends, user pain points, and improvement opportunities with Tier 2 support and IT leadership.
• Maintain a professional, approachable, and service-oriented relationship with users across all business areas.

QUALIFICATIONS, SKILLS AND EXPERIENCE

Education

• Post-secondary education in Information Technology, Computer Science, or a related field is preferred, or equivalent practical experience.
• Relevant certifications such as CompTIA A+, Microsoft 365 Fundamentals, Microsoft Endpoint fundamentals, ITIL Foundation, or similar certifications are considered an asset.
• A strong interest in developing technical skills and progressing within IT support is important.

Technical Skills

• Foundational understanding of Windows desktop operating systems, laptops, desktops, printers, mobile devices, and common office peripherals.
• Basic knowledge of Microsoft 365 applications, identity and access concepts, MFA, permissions, and common end-user troubleshooting steps.
• Basic understanding of networking concepts such as Wi-Fi, VPN, DNS, DHCP, IP addresses, and internet connectivity.
• Working knowledge of ticketing systems, accurate documentation, and standard support procedures.
• Familiarity with endpoint management, remote support, or asset management tools is considered an asset.
• Ability to recognize when an issue requires escalation to Tier 2 or another technical team.

Experience and Soft Skills

• 1+ year of experience in IT support, service desk, help desk, technical support, or a customer-facing technology role is preferred.
• Strong customer service orientation with clear, professional communication for technical and non-technical users.
• Practical problem-solving skills, attention to detail, and the ability to prioritize multiple requests while maintaining a positive user experience.
• Comfortable asking questions, following procedures, documenting accurately, and escalating issues appropriately.
• Professional, dependable, approachable, and willing to learn new technologies, tools, and support practices.

Work Environment

• Office-based or hybrid (remote/onsite) as per company policy.
• May require occasional support outside normal business hours for planned activities, urgent incidents, or business-critical support needs.
• Fast-paced environment supporting users across multiple departments, locations, and time zones.

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