IT Tech Support

Edwards Lifesciences; Scugog; On-site; CAD 60,000 - 80,000; Full time

Job summary

A healthcare technology company in Scugog, Ontario, is seeking an IT Support Specialist to provide on-site support for end-user technologies. The ideal candidate will have at least 4 years of experience in a desktop support role and be proficient in Active Directory and Microsoft Suite. Strong problem-solving and communication skills are essential. This role involves troubleshooting hardware and software issues, procuring devices, and ensuring compliance with global standards.

Qualifications

• 4 years of proven experience in IT support role as a Desktop Support or IT Service Desk Tier 2.
• Ability to manage users and PCs using Active Directory.
• Strong written and verbal communication skills.

Responsibilities

• Provide on-site IT support for all issues related to End-User Technologies.
• Troubleshoot and repair hardware and software for desktops and laptops.
• Procure, configure, and manage customer workstations and devices.

Skills

IT support

Active Directory

Customer Experience Excellence

Microsoft Suite

IT hardware diagnostics

Problem solving skills

Education

Associate's Degree or equivalent IT certifications

Tools

ITSM tools

Microsoft Windows 11

CompTIA A+ X

ITIL Service Management

Job description

Overview

Innovation starts from the heart. At Edwards Lifesciences, we’re dedicated to developing ground-breaking technologies with a genuine impact on patients’ lives. At the core of this commitment is our investment in cutting-edge information technology. This supports our innovation and collaboration on a global scale, enabling our diverse teams to optimize both efficiency and success. As part of our IT team, your expertise and commitment will help facilitate our patient-focused mission by developing and enhancing technological solutions.

Responsibilities

• Provide on-site IT support for all issues related End-User Technologies, including hardware and software issues on end-user devices, onboard and offboard employees, follows procedures and guidelines, and maintains compliance in our environment.

• Troubleshoot and repair hardware and/or software for desktops, laptops, peripheral equipment and other IT related hardware (Tier 2/3)

• Procure, configure and manage customer workstation, portable computing devices and peripherals (following defined procurement, imaging and deployment processes)

• Perform daily support (moves, adds, changes, etc.) for desktops, laptops, peripheral equipment and other IT related hardware (e.g., A/V support, lab support and production line support if applicable for your region)

• Participate in global projects like Hardware Asset Management, identification of personas, lifecycle upgrades and others.

• Training users in various situations, educating them regarding use of hardware, its software and related systems. Training would be brief, one-on-one, small group, ad-hoc and hands-on "How-to" instructions

• Adhere to global HW standards and global processes to ensure consistency

• Document problem resolution and contribute to knowledge management, and provide training to other colleagues to distribute the knowledge.

• Coordinate activities with third party vendors as needed (equipment support and warranty, project needs, vendor relations / feedback, etc.)

What you’ll need

• Associate's Degree or equivalent IT technical certifications

• 4 years of proven experience in IT support role as a Desktop Support or IT Service Desk Tier 2

• Ability to manage users and PCs using Active Directory

• Customer Experience Excellence

• Proficient in Microsoft Suite of applications (Windows Server, Windows 11, Office 365)

• Ability to perform IT hardware and software diagnostics and repairs (laptops, desktop, mobile computing devices, peripherals, IP Phones, handheld scanners, etc.)

• Effective use of ITSM tools, reports and metrics

• Effective cable management skills to maintain organized work stations and data closets

• Experience with platforms and applications (e.g., Microsoft Edge, Active Directory, Entra, Virtual Private Network (VPN), MobilePASS (one-time password software authentication solution for VPN access))

Relevant Certifications

• CompTIA A+ X

• ITIL Service Management

What else we look for

• Ability to adapt and learn new technologies as needed

• Problem solving skills including trouble shooting techniques required

• Strong organization and time management skills required

• High level of professionalism during interactions with customers and vendors

• Using PC images to configure computers for deployment / redeployment

• Strong written and verbal communication, interpersonal, and relationship building skills

• Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control