Tenure - Full Time, 2-months Contract
Title - IT Service Technician
Location - Mississauga, ON
Workplace Type - Onsite
Position Overview:
The IT Support Technician is responsible for providing comprehensive technical support to end-users across the organization, helping maintain smooth operations by addressing IT issues and assisting with device management. This role requires a solid technical skillset, proactive problem-solving abilities, and strong communication skills to ensure users receive timely support and training as needed.
Core Responsibilities:
- User Support: Work collaboratively with staff to provide technical support for hardware, software, and network issues across various departments. Respond to user requests in a courteous and efficient manner, ensuring a positive support experience.
- Documentation and Incident Tracking: Log support requests, document troubleshooting steps, and track issues within the Incident Management System to build a robust knowledge base and improve support processes.
- Hardware Deployment and Management: Deploy, configure, and maintain hardware such as laptops, desktops, printers, mobile devices, and other peripherals. Ensure proper setup and functionality in alignment with organizational standards.
- Troubleshooting and Problem Resolution: Diagnose and resolve hardware, software, and network issues. Focus on root cause analysis to prevent recurrence and escalate issues as necessary for advanced resolution.
- Preventative Maintenance: Conduct proactive maintenance on end-user devices, including software updates, hardware cleaning, and system optimization to ensure continued operational efficiency.
- Active Directory and User Administration: Perform standard administrative tasks within Active Directory, including account setups, password resets, and permissions adjustments to support end-users.
- End-User Training: Provide basic training and guidance to end-users on best practices for device and software use, including tips for troubleshooting common issues.
- Service Improvement Initiatives: Identify and recommend opportunities to improve IT services, considering stakeholder feedback and system efficiency.
- Team Collaboration and Knowledge Sharing: Actively engage in team knowledge sharing, cross-training, and documentation to promote continuous learning and support consistency across the team.
- Alignment with IT Systems Team: Work in close coordination with the IT Systems Team to ensure all support and maintenance tasks align with organizational standards and IT strategies.
- Additional Responsibilities: Support other assigned duties as necessary to meet team and organizational goals.
Key Qualifications:
- Bachelor’s Degree or Diploma in a related field or equivalent professional experience.
- Minimum 2+ years of experience providing customer-focused technical support.
- 5+ years of experience in desktop and end-user device support.
Technical Skills:
- Proficiency with various end-user devices including desktops, laptops, printers, and mobile devices.
- Strong knowledge of Windows 10 and Microsoft Office applications.
- Certifications in ITIL, CompTIA A+, or Microsoft MCSA/MCSE are advantageous.
- Experience with IT Service Management tools such as ServiceNow, HEAT, or other ITSM platforms.
- Familiarity with networking protocols and technologies (e.g., VPN, TCP/IP, Wi-Fi).
- Knowledge of tools such as SCCM, KACE, MobileIron, and Bomgar.
Soft Skills:
- Excellent verbal and written communication skills, able to effectively support users with varying levels of technical expertise.
- Strong troubleshooting skills with an analytical approach to problem-solving.
- Ability to prioritize multiple tasks, work under time constraints, and adapt to shifting priorities.
Preferred Experience:
- Previous experience in healthcare or a highly regulated industry is beneficial.
- Familiarity with supply chain management and procurement is an asset.
- Knowledge of healthcare-specific software (e.g., ATPAR, Adobe EchoSign) is an advantage.
Additional Requirements:
- Willingness to occasionally work outside standard hours for critical support tasks.
