IT Support Specialist

Mattamy Homes

14d•Hybrid

About The Position

Reporting to the IT Manager, Division Services, the IT Support Specialist will be responsible for supporting and ensuring delivery of IT services to the Toronto Homebuilding business so that end users can accomplish business tasks, while striving to achieve the company mission the Best Homeowner Experience, in all activities undertaken.

Requirements

Strong knowledge of computer hardware, software, operating systems, and networking fundamentals (LAN/WAN/VPN).
Proficiency in diagnosing and resolving technical issues in a Windows and/or Mac environment.
Understanding of Wide Area Network and LAN technologies that can be used to connect site, trailers and offices.
Demonstrated experience with client support and a proven ability to deliver a high level of customer service.
Excellent written and verbal communication skills.
Customer and Vendor relationship management skills.
Demonstrated proactive approaches to problem-solving with strong decision-making capability.
Strong ability to achieve high performance goals and meet deadlines in a fast-paced environment.
Able to travel within the GTA region.

Nice To Haves

College Diploma or University Degree in business or information systems.
Experience with the following systems: Fresh Service, Solarwinds, Office 365 (Applications, Email, Teams, Sharepoint, PIMS/ LAPS, MFA), Active Directory, Apple, Windows and Android Devices, Dell Hardware, JD Edwards and LogMeIn.

Responsibilities

Provide exemplary end-user support and service in all situations, keeping the end-user informed of progress and workarounds.
Provide a prompt response to user requests for information and assist in application system problem resolution.
Technical oversight of onsite and offsite meeting facilities, ensuring seamless AV functionality and technical assistance
Collaborate with IT Service Delivery Leads for activities such as incident management, problem management and root cause analysis and to resolve after-hours incidents.
Proactively build relationships and awareness of remote office activities with key stakeholders from the different divisions.
Ensure defined process and procedures are followed and maintained.
Partner with People & Culture and business leads to ensure onboarding/offboarding processes are followed.
Assist all users with Windows 10, Windows 11, Dell, iPads, iPhone and Android support.
Troubleshoot meeting related issues with Logitech devices/Microsoft Teams and assist remote users through LogMeIn.
Triage issues and service requests via phone, e-mail or service desk ticketing system.
Log all incoming calls in an Incident Management tool and resolve and/or escalate calls as required.
Train users on Mattamy processes and applications.
Manage ordering & deployment of hardware and software required for users.
Ensure user hardware central database is managed and up to date.
Manage distribution groups.
Assist users in troubleshooting Multi-Factor Authentication (MFA) related issues.
Deployment and troubleshooting Konica Minolta printers and ensure toner inventory is managed.
Travel to remote office locations as needed