Information Technology Specialist

Specialist IT II

Location: Markham, Ontario, Canada (Onsite, M-F, 8-5 pm ET)

POSITION SUMMARY:

The IT Specialist provides technical support and assistance to users across the organization, ensuring smooth operation of computer systems and networks. Responsibilities include installing, configuring, and troubleshooting hardware and software, as well as offering guidance and training to end users. The IT Specialist also helps maintain the security and integrity of IT systems, while documenting incident resolutions through tickets and knowledge base articles (KBAs) to support continuous improvement and organizational learning.

RESPONSIBILITIES:

Technical Support & System Management

• Provide tier 2 support for hardware, software, and network related issues.
• Install, configure, and maintain computers, software applications, and network devices.
• Monitor systems, troubleshoot problems, and escalate complex issues as needed.
• Manage user access to systems and applications, ensuring proper permissions and security.
• Develop scripts (e.g., PowerShell) to automate processes and improve team efficiency.
• Ensure systems are updated, secure, and operating efficiently.

User Assistance & Training

• Provide guidance and training to end users on IT systems, software, and best practices.
• Develop and maintain self-service KBAs for end users to resolve common issues and requests without IT intervention.
• Promote effective use of IT resources to improve productivity.
• Collect feedback from users to identify recurring issues and recommend improvements.

Documentation, Security, Collaboration & Projects

• Document incident resolutions in tickets and in knowledge base articles (KBAs).
• Assist with IT security measures and ensure compliance with policies.
• Collaborate with IT teams, departments, and vendors on projects, deployments, migrations, and automation initiatives.
• Support team efforts in managing IT inventory, including hardware and software assets.

POSITION QUALIFICATIONS:

• 3-5 years of experience in a technical support role.
• Technical troubleshooting, diagnosing and problem-solving skills.
• Strong knowledge of computer hardware, networking and software.
• Experience with specific IT systems and technologies, such as Microsoft Windows, macOS, iOS, Citrix, AWS and Active Directory.
• Experience with PowerShell scripting.
• Experience with IT management tools, such as Microsoft Intune and SCCM.

BENEFITS & PERKS:

• Competitive healthcare, dental & vision insurance
• 401(k) matching after one year of employment
• Generous time off + company holidays
• Merchandise discount
• Learning & Development programs
• Much more!