IT Support Specialist

About the role

You will join our IT department and work directly with the AI & IT Manager. Most of your time will go into helping our staff get the most out of the business software they use every day: testing new features and updates before they reach staff, writing plain-English how-to guides, recording short how-to videos, and sitting down with staff one on one to teach them our systems.

The rest of your time is first-line IT support. When a laptop won't start or email stops working, you are the first person staff contact. You fix what you can, and for anything beyond that you escalate it to our external IT support partner and follow it through until it is fixed. You will learn a lot from that process.

You will be trained from day one, starting with a first month spent shadowing our office teams to learn how the business actually runs. We are hiring for attitude and fundamentals: if you are early in your IT career, enjoy explaining things to people, and notice when software doesn't behave the way it should, this role is built for you.

What you will do

Testing our business applications (roughly half of your time)

• Test new features, updates, and fixes to our internal business applications before they are released to staff: follow test scripts, try to break things, and confirm everything works on the devices our staff actually use (Windows PCs, iPhone, Android)

• Write clear bug reports: what you did, what you expected, what actually happened, with screenshots or screen recordings

• Re-test fixes and confirm they are resolved

• Collect feedback from staff who use our applications every day and pass it to the AI & IT Manager in an organized way

Documentation and how-to videos

• Write short, step-by-step how-to guides for common tasks in our business applications

• Record and edit short how-to videos (screen recordings with voice-over)

• Keep our internal help articles current as features change

Training

• Provide one-on-one and small-group training on our business applications, including our ERP system, to office and field staff, in person at head office and by video call for our branches

• Help new employees get set up and comfortable with our systems during onboarding

• Occasionally travel to branch locations for hands-on training sessions

First-line IT support and vendor coordination

• Be the first point of contact for everyday IT issues: laptop not working, email not syncing, password resets, printer problems, video-call and file-sharing questions

• Resolve what you can; for anything beyond first-line, open a ticket with our external IT support partner for email, account, device, or network issues and follow it through to resolution

• Coordinate with our support partner on staff onboarding and offboarding (accounts and devices) and keep an accurate record of who has which equipment

• Collect the IT department's invoices each month and send them to the Accounting team

• Flag recurring issues to the AI & IT Manager so we can fix the root cause

What we are looking for

Must have

• A diploma or certificate in Information Technology, Computer Systems Technology, or a related field (NAIT, SAIT, or equivalent), or equivalent hands-on experience

• Some hands-on IT support experience: a co-op term, internship, part-time help desk role, or being the go-to tech person in a previous job all count

• Comfortable with Windows PCs, common office, email, and collaboration apps (Microsoft 365 or similar), and iPhone and Android devices

• Strong written English: you can write instructions that a non-technical person can follow without asking questions

• Comfortable recording your voice for how-to videos

• Patient, clear, and friendly when teaching people who are not technical

• Detail-oriented: you notice when something doesn't work the way it should, and you write it down

• A valid Class 5 driver's licence and the ability to travel occasionally to our branch locations

• Legally entitled to work in Canada

Nice to have (we will train you if you don't have these)

• Experience testing software, writing bug reports, or using a task tracker (GitHub Issues, Jira, Trello, or similar)

• Experience with screen recording or video editing tools (Loom, Camtasia, OBS, Clipchamp, or similar)

• Technical writing or help-centre experience

• Experience using a CRM or ERP system in any role

• Training, teaching, or customer-facing experience

• Microsoft or CompTIA certifications (MS-900, CompTIA ITF+ or A+)

• Experience in a construction, manufacturing, or trades business

What you will learn

Within your first year you will get hands-on training and real responsibility in:

• How business software is tested and released, working directly with the people who build and manage it

• Our software system and how a manufacturing and installation business runs day to day

• Cloud email and identity concepts, and how IT support and vendor escalation work in a multi-location business

• Technical writing, video production, and training delivery

We encourage certification study (Microsoft and CompTIA) and will build it into your development plan. This role is designed to grow into an Application Support Analyst or Systems Analyst position over time.

How to apply

Send your resume and a short note (or a one-minute screen recording, if you prefer) explaining how to do any everyday technical task, written for someone who is not technical. Applications are reviewed as they come in.

GreenFox Windows & Doors is an equal opportunity employer. We thank all applicants for their interest; only those selected for an interview will be contacted.