technical support specialist – information technology (IT)

Education

• College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years

Work setting

• Relocation costs covered by employer
• Help desk
• Telecommunications industry
• Consulting firm
• General office
• Private company, corporation or industry
• Office building
• Private sector

Tasks

• Give access to computer networks
• Report on the performance of computer systems and networks
• Respond to users experiencing difficulties with computer
• Consult user guides, technical manuals and other documents to research and implement solutions
• Provide advice and training to users in response to identified difficulties
• Collect, organize and maintain a problems and solutions log for use by other technical support analysts
• Participate in the redesign of applications and other software
• Provide business systems, network and Internet support to users in response to identified difficulties
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Perform Web-server backup and recovery operations
• Provide customer service
• Manage incidents

Supervision

• No supervision responsibility

Computer and technology knowledge

• Networking software
• Networking hardware
• Intranet
• Internet
• Servers
• Desktop applications
• Security software
• Multimedia software
• Word processing software
• Presentation software
• Mail server software
• Communication software
• Image editing software
• Programming software
• HTML editing software
• Web service design
• Mapping and data visualization software
• Database software
• Programming languages
• MS Active Directory
• MS Office
• MS Windows
• SharePoint
• Spreadsheet
• Wireless networks
• AutoCAD
• Autodesk REVIT
• SketchUp
• MicroStation
• Amazon Web Services (AWS)
• V-Ray

Security and safety

• Criminal record check

Transportation / travel information

• Own transportation
• Public transportation is available

Work conditions and physical capabilities

• Fast-paced environment
• Work under pressure
• Tight deadlines
• Repetitive tasks
• Attention to detail
• Sitting
• Combination of sitting, standing, walking

Personal suitability

• Accurate
• Client focus
• Efficient interpersonal skills
• Excellent oral communication
• Excellent written communication
• Initiative
• Judgement
• Organized
• Team player
• Ability to multitask
• Honesty

Screening questions

• Are you currently legally able to work in Canada?

Experience

• 3 years to less than 5 years

Health benefits

• Dental plan
• Disability benefits
• Health care plan
• Paramedical services coverage
• Vision care benefits

Financial benefits

• Group insurance benefits
• Life insurance

Long term benefits

• Long-term care insurance
• Maternity and parental benefits

Other benefits

• Learning / training paid by employer
• On-site amenities
• Parking available
• Travel insurance