IT Support Specialist

Duties And Responsibilities

• Builds trust and confidence by providing clear and timely status updates for help desk tickets or projects
• Responds in a timely manner to service issues and requests sent in through the help desk portal, including handling request escalations
• Installs, configures, maintains, and monitors IT hardware including desktop PCs, laptops (Windows and MacOS), VOIP phones, printers
• Oversees the onboarding and offboarding of users
• Creates and manages access controls on IT infrastructure
• Installs, configures, and supports business critical software across the company
• Implements policies, procedures, and best practices as laid out by the global IT team
• Plans and makes recommendations for future IT projects and improvements to IT infrastructure
• Maintains inventory records of both hardware and software
• Provides technical support for all departments across multiple physical locations
• Basic repairs and replacement of equipment as necessary
• Follow emergency plans for equipment, security or power failures when necessary
• Manages and troubleshoots mapped network drives and file share access
• Documents procedures, asset configurations, and maintains accurate help desk ticket records

Qualification Requirements

• Experience with Microsoft Active Directory and the Microsoft 365 cloud environment, including Exchange Online and Entra ID
• Experience working with Microsoft Office 365 setup and operations
• Experience in help desk support operations
• Experience managing VOIP, cell phone and tablet setup and maintenance
• Familiarity with networking infrastructure including switches, firewalls, VLAN, wireless and SD-WAN
• Ability to administer enterprise wireless networks
• Comfort supporting Windows and/or Linux servers under guidance from remote Network administration
• Experience with MDM platforms (Mosyle, Jamf, Intune, or similar) for device management
• Experience using scripting languages (PowerShell, bash, Python) to automate IT tasks
• Experience with Cisco networking equipment a plus
• Working knowledge of internet security and data privacy principles and best practices
• Occasional overnight travel to other locations where remote support is not possible
• Ability to travel to Canada is required

Additional Skills and Qualifications

• Proven customer-first skill set
• Patient, friendly demeanor with a great aptitude for listening
• Exhibits qualities of compassion, passion, patience, honesty and optimism
• Demonstrates great customer service skills, listens carefully, and exercises patience
• Excellent verbal, written and interpersonal communication
• Excellent critical thinking, decision making, diagnostic and problem-solving skills
• Outstanding organizational and time-management skills
• Able to prioritize and meet goals
• Attention to detail
• Able to work under pressure

Physical Requirements

• Work activities may include climbing, bending, stooping, and kneeling – and may require sitting for long periods of time
• Occasionally may be required to lift up to 60 lb. cartons and may require walking to and from the warehouse (approx. 500 yards)
• Manual dexterity and coordination are required while operating equipment such as computer keyboard, mouse, calculator and similar machines