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Senior IT Technical Support Specialist

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Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team.

This role involves providing first- and second-level support to employees across various sites, ensuring timely operational and technical assistance.

The successful candidate will be responsible for troubleshooting domestic computer hardware and software issues, developing documentation of installation and configuration procedures, and managing deployment and rollout of software and hardware.

In addition, they will maintain an accurate inventory of assets, create and maintain a knowledge base, and ensure network security through collaboration with the Cybersecurity team.

Key Responsibilities:

  • Provide timely support for personal computers and troubleshoot all domestic computer hardware and software issues
  • Ensure prompt and effective resolution of problems and service requests
  • Develop documentation of installation and configuration procedures for standard and non-standard software packages
  • Manage deployment and rollout of software and hardware
  • Maintain an accurate inventory of assets
  • Create and maintain a knowledge base
  • Collaborate with the Cybersecurity team to ensure network security
  • Update problem management database with timely and meaningful information
  • Gather and log relevant information about issues and attempts to resolve them
  • Utilize knowledge base to assist in troubleshooting efforts
  • Assist in the deployment of desktop PCs and peripherals
  • On-board new employees with orientation to computer assets
  • Respond to voice mail and email daily
  • Develop working knowledge of desktop applications and OS software

Requirements

  • Bachelor's degree in Computer Science or related field
  • 2+ years experience in Desktop and/or Helpdesk support
  • Prior work-related experience with current standard desktop software (Microsoft Office, Windows)
  • Fluent in English; additional languages are a plus
  • Experience working with international clients in USA and Europe
  • Proficient knowledge of Microsoft office; knowledge of SAP is an asset
  • Experience with Desktop or Helpdesk support is an asset