IT Technical Specialist

Wellington-Altus•Winnipeg, MB

14h•Onsite

About The Position

Reporting to the Service Desk Supervisor, the IT Technical Specialist will act as a single point of contact to provide timely and effective IT Hardware and Software Systems support across the organization via e-mail, telephone, remote and face-to-face Support.

Requirements

Bachelor’s degree or diploma in Computer Science, Management Information Systems, Information Technology or a related field.
Proven experience (typically 3+ years) in a service desk or IT support role.
IT Service Desk experience in a Microsoft/Windows environment.
Microsoft and Amazon Web Services (AWS) certifications are considered assets
Fluency in French is considered an asset.
Ability to lift up to 20 lbs.
Proficiency in Microsoft Office tools, including Excel, SharePoint, Teams, and Outlook.
Experience supporting Microsoft environments such as Exchange, Windows, Azure, and Active Directory, and familiarity with Jira.
Strong knowledge of Incident and Problem Management processes and tools.
Solid analytical, critical thinking, and troubleshooting skills.
Excellent verbal and written communication skills, with the ability to clearly explain technical issues to non-technical users.
Strong interpersonal and collaboration skills across in-person, phone, and virtual environments.
Ability to prioritize, multitask, and manage competing demands in a fast-paced environment.
Strong organizational skills, time management, and attention to detail.
Adaptable and quick to learn new systems, technologies, and hardware.
Working knowledge of IT hardware, including desktops, peripherals, networks, and multimedia devices, as well as information systems fundamentals.
High sense of urgency, particularly during outages or critical incidents.
Demonstrates accountability, reliability, professionalism, and sound judgment, including handling confidential information.
Resilient with the ability to manage ambiguity and perform effectively under pressure.
Must be legally eligible to work in Canada.
A background check, satisfactory to the employer, may be required of the successful applicant prior to commencing employment
Must be able to travel for business trips up to 0-20% of the time.

Nice To Haves

Previous experience in finance or additional certifications in management is considered an asset.
Information Technology Infrastructure Library (ITIL) certification or working knowledge of IT service management frameworks is a plus.

Responsibilities

Resolving all IT concerns via Email Chat, Phone, Remote or Face to Face Support.
Identifying the Urgency and Severity of a reported case and escalate to relevant stakeholders.
Collaborating with different IT Teams to ensure that IT needs are met.
Installing Computer Hardware, not limited to laptops, laptop docks, monitors, printers, multimedia devices, network devices and Desk Phones.
Installing all necessary software to install devices ready for use (e.g. Windows, Office 365, Adobe Suite, other approved applications).
Assisting with both New Employee On-boarding and Advisor On-boarding.
Operating, monitoring, and maintaining several Information Systems including: Teams Phone Solutions, Database Systems, Knowledge Management Systems, Ticketing Systems, Campaign Management Systems, File Repository Systems, Office Automation Systems, Media Hosting Systems, Content Management Systems.
Creating Knowledge Base Article/s for common and critical issues.
Documenting processes and suggests improvements in place.
Providing recommendations to optimize current IT Performance to prevent problems in future.
Acting as a liaison for Technology and Operational Software requirements supported by third party vendors.
Testing and analyzing current and future IT Systems as required.
Performing Other Duties as Assigned.