IT Support Specialist

Job Identity:

• Job Title: IT Support Specialist I
• Location(s): Corporate Office (Located in Edmonton, AB)/Work from Home
• Status: Full-time, FTE 1.0
• Reports to: VP, Technology & Marketing
• Job Purpose: The IT Support Specialist I will provide Level I technical support to end users on various technical issues and IT problems. The successful candidate will also be responsible for responding to, documenting, and resolving incoming support tickets in a timely manner. The IT Support Specialist I will complement and support the development and implementation of SureHire’s long-term strategic plans. The IT Support Specialist I will play a critical role in maintaining the company's IT infrastructure and ensuring seamless technology operations across the organization.

Working Conditions:

• Hours: Monday-Friday, 8:00 am to 5:00 pm (hours vary, some overtime required)
• Travel: Required (minimal); to support local (YEG) and remote offices through AB, BC, and SK
• Hazards: N/A
• Physical Environment: Office setting
• Dress Code: Business casual

Job Summary & Duties:

• Proactively monitor system performance and ensure optimal operation of IT services.
• Assist in the deployment, configuration, and maintenance of IT hardware and software.
• Provide support for mobile devices and ensure secure connectivity and functionality.
• Communicate clearly and effectively either electronically, by phone, or in person with both technical and non-technical users experiencing difficulties in order to determine, resolve, and document problems experienced.
• Act as the first point of contact for support from various communication methods (ticketing system (JIRA), internal chat (Google Chat), and phone).
• Maintain user accounts, passwords, data integrity, system access, and security within policy.
• Maintain cloud servers, backups, and file storage servers.
• Troubleshoot hardware and applications, providing technical support and problem-solving, including corporate and remote locations (Power Centres).
• Provide timely resolution of problems or escalation to technical staff or management on behalf of the customer.
• Support security standards (antivirus/firewall/patching/two-factor authentication).
• Maintain standard operating procedures, best practices, and customer service guidelines.
• Participate in onboarding and training team members.
• Conduct internal phishing simulations using InfoSec.
• Drive quality and adherence to best practices within the team.

Qualifications:

• Post-Secondary Degree or Diploma in Information Technology, Computer Science, or a related discipline.
• 3-5+ years of experience in an IT support role in a professional environment.
• 2-3+ years of experience managing G Suite (SureHire primary service provide - Gmail, Chat, Drive, Docs, User Management)
• 1-3+ Microsoft 365.
• Experience with Cisco/Meraki Dashboard, Hardware and tools.
• Experience with remote desktop tools and software.
• Basic knowledge of scripting languages (e.g., PowerShell, Bash) is a plus.
• Familiarity with ITIL best practices and methodologies.

Required competencies/knowledge/skills/abilities:

• Working knowledge of servers (Linux), networking, and storage.
• Ability to troubleshoot and manage desktops and laptops, printers, administration, and/or cloud-based email support software, anti-malware software, printer, and connectivity issues.
• Familiarity with Meraki Device Management.
• Understanding of PIPEDA and HIPAA standards regarding IT environments.

Desired but not required:

• MCSE Certification
• CompTIA Network+

Characteristics:

• Adaptable and quick to learn new technologies and tools.
• A keen interest in computer hardware and systems technology.
• Detail-oriented with strong organizational skills.
• Self-motivated, proactive, and able to work with little guidance and under pressure.
• Strong customer service, problem-solving, and teamwork abilities.
• Outstanding communication and interpersonal skills.
• Ambition to improve skill set and knowledge base.
• Enthusiastic with a commitment to learning.