IT Support Technician

This role operates out of our Kitchener office, 5 days per week

General Description:

The IT Support Technician is the primary point of contact for D2Lers with requests related to computer hardware and software. You are responsible for providing technical support to local and remote employees with issues relating to hardware failures and replacements as well as software support such as Microsoft Windows, macOS, Office application suite, and mobile devices. You will respond to and track issues within the ticketing system in a courteous & timely manner, enabling other D2Lers to get back to transforming the way the world learns! 

HOW WILL I MAKE AN IMPACT?

• Provide end-user incident and problem management by diagnosing and resolving technical issues efficiently 
• Install and support PC/MAC hardware and software, ensuring that all systems are functioning optimally 
• Support mobile devices and peripheral hardware, including printers and other related equipment 
• Maintain and support meeting room systems, ensuring that all audiovisual equipment is operational for meetings and presentations 
• Manage hardware assets in the asset management system, keeping accurate records of all equipment 
• Provide after-hours on-call support to address urgent technical issues that may arise outside of regular business hours 

WHAT YOU'LL BRING TO THE ROLE

Competencies 

• Strong problem-solving abilities, with a methodical approach to diagnosing and resolving technical issues 
• Ability to prioritize tasks while managing day-to-day operations, ensuring that urgent issues are addressed promptly 
• Adaptability and eagerness to learn new technologies, staying current with industry trends and advancements 
• Passion for technology and driving change, contributing to the continuous improvement of IT services 
• Excellent teamwork skills with the ability to collaborate effectively with colleagues within the team and across the IT department to achieve common goals 
• Professional, service-oriented approach to support, ensuring a positive experience for all users 
• Excellent written and verbal communication skills, enabling clear and effective documentation and correspondence 

Skills 

• Experience in administration and support within a Windows/macOS environment, demonstrating a strong understanding of system operations 
• Knowledge of Active Directory, M365 and Entra administration systems 
• Familiarity with both Android and iOS mobile devices, including configuration and support 
• Understanding of Mobile Device Management (MDM) solutions such as Intune and Kandji 
• Proficiency with Microsoft Office products, ensuring users can effectively utilize these tools 

Experience Recommendations 

• 2 years of experience in IT Support or related field  
• University Degree or Technical Diploma or equivalent education 
• Microsoft/A+ certifications are an asset