IT Support Specialist

SCM; Markham; On-site; CAD 65,000 - 85,000; Full time

Job summary

A leading company is seeking an IT Support Specialist to provide comprehensive assistance within IT service level agreements. Responsibilities include engaging with end-users for issue resolution, participating in projects, and maintaining documentation. The ideal candidate will have strong troubleshooting skills, 4+ years of experience in IT support, and post-secondary education in a related field.

Qualifications

• 4+ years in a Support/systems administration role.
• Experience in the insurance industry is beneficial.
• Excellent software/hardware/networking troubleshooting skills.

Responsibilities

• Deliver end-to-end support according to IT service agreements.
• Work with end users to resolve issues effectively.
• Participate in infrastructure/software project initiatives.

Skills

Troubleshooting

Communication

Multitasking

Team Collaboration

Network Support

Customer Service

Education

Post-secondary education in Computer Science

Tools

Active Directory

Help desk ticketing software

Imaging solutions

Antivirus and Encryption

Job description

Company:

Xpera Risk Mitigation and Investigation LPIT Support Specialist

Overview

IS/IT Technician is responsible for delivering end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the IS/IT Technician ensures all incidents are analyzed, resolved, and reported back within the promised timeframes.

Job Responsibilities

Project Participation (15%)

• Participate in small to medium complexity infrastructure/software projects which may involve multiple team members

• Communicate project progress to IT stakeholders

• Identify project risks, escalate issues to management, and assist with mitigation steps as required

IT Process Documentation (10%)

• Ensure any chapters in the Support Manual assigned are updated as needed

• Nominate topics for new chapters to IT leadership

End-User Support (75%)

• Work with end users to determine and resolve issues

• Advertise and document fixes (either through tickets or support manual chapters) to develop best practices

• Follow the quality assurance, documentation and process standards set by your Support leadership

Qualifications & Experience

• Preference of post-secondary education in Computer Science or a related discipline

• 4+ years of experience in a Support/systems administration role working in a Team environment

• Consistently demonstrating competency in all job responsibilities associated with IS/IT Technician I role

• Insurance industry experience is an asset

• Familiarity with imaging solutions

• Excellent software/hardware/networking troubleshooting skills

• Experience with Active Directory

• Familiarity with Antivirus and Encryption

• Excellent communication skills

• Experience with help desk ticketing software

• Experience with image deployment processes and methodologies

• Ability to analyze and prioritize issues

• Ability to multi-task and handle a high volume of concurrent tasks

• Works collaboratively with others inside and outside the IT team to achieve goals

Environment/Working Conditions

• Dynamic environment with tight deadlines, numerous and changing priorities

• Occasional evening/weekend/overtime required to meet deadlines or deploy solutions

• Occasional travel as needed

• All prospective employees must pass a background check

• Office environment including prolonged periods of computer use