Information Technology Support Generalist

Fidus Systems•Ottawa, ON

1d•CA$65,000 - CA$75,000•Hybrid

About The Position

The IT Support Generalist will work closely with the business to help support growth. The position manages all incoming helpdesk requests, sets priorities and promptly resolves issues and closes tickets with fantastic customer service.

Requirements

Minimum of 3 years of experience in a similar position in IT
Post-secondary education in a computer-related field or the equivalent related work experience
Excellent customer service and communication skills
Fluency in English is required (spoken and written) for audits and client communication
Strong diagnostic and problem-solving skills
Can manage and prioritize multiple tasks, very organized with a good attention to detail
Experience working with IT ticketing systems
Experience with IT hardware provisioning
Strong knowledge of Windows OS, Active Directory, Entra ID, Exchange Online, and Office 365
Working knowledge of Linux systems (Ubuntu, Red Hat) and command-line administration
Ability to document processes, configurations, and incident responses in a detailed and organized manner
Self-motivated with the ability to work independently and as a member of a team
Understanding of compliance and cybersecurity frameworks
Able to shift schedule to work the odd evening or weekend to repair critical systems/components or perform upgrades/fixes outside of business hours
Ability to obtain security clearance to work within Canadian and US government contract requirements (e.g., Secret Clearance) (Existing security clearance an asset)

Nice To Haves

Existing security clearance an asset

Responsibilities

Primary person responsible for IT help desk operations, ensuring prompt and professional resolution of support tickets from our employees
Takes ownership for IT related Onboarding and Offboarding processes and tasks
Hands-on IT support to end users, including software and hardware troubleshooting
Hardware provisioning, including Autopilot deployments and asset tracking
Monitor and maintain Windows OS, Office 365, and some Mac/Linux
Administer user and group accounts in Active Directory / Entra ID
Create and maintain documentation for IT processes, configurations, and change management logs
Purchase and provision IT software
Fluent user of AI for assistance with troubleshooting, support and replies