IT Support Technician

Quadra•Edmonton, AB

10d•CA$52,300 - CA$78,515•Hybrid

About The Position

We are currently looking for a hands-on and service-oriented IT Support Technician to support our Western Canadian team! In this role, you will act as the primary IT contact at your site in Edmonton or Delta, playing a key role in ensuring a seamless technology experience for employees. You will be responsible for delivering day-to-day technical support while also contributing to the implementation of IT initiatives across the region. Reporting to the IT Support Manager and working closely with the Digital Support Group and Infrastructure teams, you will provide high-quality support to end users, troubleshoot hardware and software issues, and help ensure consistency with established processes and standards. You will focus on delivering timely, effective solutions while maintaining clear communication with users, reinforcing a strong commitment to exceptional service. Your responsibilities will also include supporting equipment maintenance, participating in IT projects, and providing on-site assistance to ensure operational continuity at your location.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a college diploma
Minimum of 4 years of relevant hands-on IT support experience
Excellent written and oral communication skills in English are required
Solid practical technical knowledge of network and PC operating systems, current network protocols, and standards.
Hands-on experience in hardware troubleshooting and extensive application support experience.
Foundational understanding of programming languages, including scripting with tools like PowerShell.
Familiarity with data protection regulations and relevant legal requirements.
Experience with Active Directory, Windows operating systems, Intune, MDM, RMM, endpoint management tools, and common security technologies.
Strong organizational skills, problem-solving capabilities, and project management skills are a plus.
Customer-focused mindset and commitment to delivering high-quality service.
Outstanding interpersonal skills focused on building relationships, active listening, and effective questioning.
Ability to research a wide range of IT issues as needed and strong documentation skills.
Quick absorption and retention of information, with the ability to present ideas in user-friendly language.
Highly motivated and self-directed, capable of working independently and under pressure.
Attention to detail, manual dexterity to connect and disconnect cables and components.
Valid driver's license, passport, and willingness to travel as needed (20%)

Nice To Haves

Certifications in CompTIA A+, and ITIL are a strong asset

Responsibilities

Respond to incoming IT support requests via phone, email, chat, and ticketing system.
Troubleshoot and resolve hardware, software, and peripheral issues.
Document incidents and solutions clearly and accurately.
Provide on-site support to end users at the Edmonton, AB or Delta, BC facility (based on assigned location) and offer remote assistance to the other Western Canada site and other offices as needed.
Reinforce SLA expectations and manage user relationships with professionalism.
Apply existing documentation and standard procedures to prevent recurring issues.
Support equipment setups, moves, and replacements.
Perform maintenance on workstations, printers, and peripherals.
Maintain hardware/software inventory records.
Flag hardware needs and aging equipment for replacement.
Assist in the rollout of new hardware, software, and support tools.
Provide on-site support during project-related implementations or transitions.
Coordinate with other IT team members to ensure seamless deployment of activities.
Provide feedback on support processes and suggest improvements.
Stay informed of IT support trends and participate in team knowledge-sharing initiatives.