Technical Support Specialist

About the Role

Reporting to the Technical Support Manager, the successful candidate will work as a Technical Support Specialist within the MTY IT Department. This role involves the effective administration, maintenance, and support of MTY end-user hardware, software, and associated peripherals in a timely and professional manner, in accordance with established service levels. The selected candidate may also be assigned to support other IT teams as needed.

Responsibilities

• Support the day-to-day technology needs of MTY Group employees as a member of the Help Desk team, including maintenance and support of end-user hardware, software, mobile devices, and associated peripherals.
• Use the ticketing system to ensure that requests, changes, and incidents are handled according to agreed-upon procedures.
• Ensure printers are properly maintained and that supplies are in stock.
• Support facilities and security devices such as badge readers and cameras.
• Ensure hardware and software remain current and up to date with security patches.
• Under the direction of senior team members, contribute to the management of critical office systems, servers, and services such as Microsoft 365, Active Directory, DNS, DHCP, VPN, and Anti-Virus.
• Interact with MTY Group Help Desk teams in other locations to support the continued integration of key systems.
• Follow existing policies and procedures, and help define, document, and implement new ones.
• Ensure inventory is kept up to date for assets falling under the Help Desk team's areas of responsibility.
• Work with vendor support teams to resolve issues related to the devices and software managed by the Help Desk team.
• Create and maintain support documentation, how-to guides, and other documentation to foster self-service support.
• Manage assigned projects and report on project completion.
• Proactively manage personal development to increase performance levels and provide opportunities for career growth.
• Perform other duties as assigned.

Requirements

Technical Skills

• Minimum 5 years of experience working in a technical capacity supporting users and/or projects.
• Expert knowledge of Microsoft Windows desktop operating systems.
• Extensive experience with laptop, desktop, and mobile device hardware from various vendors.
• Knowledge of disk-imaging technologies used for laptop and desktop rollouts and refreshes.
• Basic understanding of Active Directory and Microsoft DNS, DHCP, and other related services.
• Experience with helpdesk ticketing systems (e.g., SolarWinds WHD, Service Now, Cherwell).
• Ability to produce documentation related to implementation, testing, and self-help guides.
• Experience managing and troubleshooting Microsoft Office.
• Experience with patch management tools (e.g., Manage Engine, Microsoft WSUS, Shavlik, BigFix).
• Experience with managing and configuring Microsoft InTune.
• Knowledge of asset tracking and tagging hardware.
• Experience managing Anti-Virus server and client software.
• Knowledge of macOS and iOS operating systems.
• Experience managing and deploying Apple devices.

Nice-to-Have Technical Skills

• Experience with application deployment tools (e.g., JAMF Pro, Manage Engine, Marimba, SCCM).
• Understanding of networking concepts and technologies (Cisco).

Soft Skills

• Professional, friendly, and approachable demeanor.
• Demonstrated ability to troubleshoot complex technical problems.
• Strong verbal and written communication skills in English.
• For roles based in Quebec or New Brunswick, strong verbal and written communication skills in French.
• Ability to work as part of a team, both providing and asking for assistance when needed.
• Keen interest in technology, the IT industry, and related new developments and current events.
• Interest in maintaining and improving skill sets, training, and continued personal development.

Schedule

Normally working a standard work week (Monday to Friday, 8:30 AM to 5:30 PM) at the BBQ Holdings corporate office in Minnetonka, MN, with additional hours as required. Flexibility is essential, as out-of-business-hours and weekend work may be required on an ad-hoc basis.