IT Support Specialist
On-siteKitchener, Ontario, Canada
Job Summary
Provide first- and second-level technical support for hardware, software, applications, network connectivity, and user access issues. Manage and resolve support requests through the IT ticketing system, ensuring appropriate documentation and timely follow-up. Install, configure, deploy, and troubleshoot desktops, laptops, mobile devices, printers, peripherals, and other IT equipment. Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint. Create and maintain user accounts, permissions, and access rights in accordance with company policies. Troubleshoot VPN, remote access, wired and wireless connectivity, and other common network issues. Provide remote and on-site support to employees across multiple locations and departments. Escalate complex issues to internal IT teams, vendors, or service providers while maintaining ownership through resolution. Assist with hardware/software inventory, asset tracking, system updates, and equipment lifecycle management. Support IT security initiatives and follow established security policies and procedures. Provide basic user guidance and training on IT systems, applications, and equipment. Participate in IT projects, system implementations, upgrades, and technology initiatives as required. Identify recurring issues and contribute to improvements in IT processes and the end-user experience.
Required Qualifications
- Associate degree in Information Technology, Computer Science, or a related field, or equivalent practical experience
- Previous experience in a Help Desk, IT Support, or technical customer service role
- Working knowledge of computer hardware, operating systems, software applications, networking, and common troubleshooting techniques
- Strong problem-solving skills and the ability to diagnose and resolve technical issues efficiently
- Strong customer service and communication skills, with the ability to explain technical concepts to non-technical users
- Ability to manage multiple priorities and support requests in a fast-paced environment
- Strong attention to detail and commitment to documentation, security, and confidentiality
- Ability to work independently and collaboratively with internal teams and external vendors
- Willingness to travel and work flexible hours when required
Desired Qualifications
- Experience supporting Microsoft 365 applications
- Experience supporting warehouse technology such as label printers, RDTs, handheld devices, or similar equipment
- Spanish/English bilingualism
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