Job Description

It Support Specialist

In this role You will report directly to the IT Director and be tasked to provide level 1 and level 2 technical support of desktop hardware/software, mobile devices, and peripherals for our North American staff.

Essential Job Functions

Install, configure, and maintain computers and peripherals Provide guidance and training to staff in resolving problems and queries. Document resolution for future reference Document technical procedures and user guides. Maintain Help Desk ticket via the ticketing system and escalates support issues that cannot be resolved by simple corrective measures Provide preventative and reactive maintenance to hardware and software when required Assisting with maintaining hardware inventory records Creating and maintaining technical documentation of systems configurations and processes

Requirements for the role

AEC or any other degree in a computer related field

3 years prior experience

Bilingual, French and English

Technical Troubleshooting Skills

+ Ability to diagnose and resolve hardware, software and network issues
+ Familiarity with Windows, macOS, and common office software (ex, Microsoft 365, Zoom)

Customer Service and Communication

+ Clear, patient communication with non-technical users.
+ Strong documentation habits and ability to translate tech issues into user-friendly language.

Knowledge of Networking Fundamentals

+ Understanding basic networking concepts (e.g., DNS, DHCP, IP addressing).
+ Ability to troubleshoot Wi-Fi and LAN connectivity issues.

Experience with Ticketing Systems and Remote Support Tools

+ Proficiency in using systems like ServiceNow, Zendesk, or Jira for tracking incidents and requests.
+ Familiarity with tools such as TeamViewer, AnyDesk, or RDP for remote troubleshooting

Operating System and Device Management

+ Comfortable with installing, configuring, and maintaining operating systems (primarily Windows or sometimes macOS)
+ Experience managing mobile devices and peripheral equipment (printers, scanners, etc.)

Competencies required for the role

Detail oriented Client service focues Strong organization skills * Ability to multitask