Reports To: IT Director US/CAN

Direct Reports: No Direct Reports for this role

Summary

Working under limited supervision, the IT Technician has responsibility for various information technology task such as troubleshooting and upgrades, first line of troubleshooting trouble tickets, office application support, PC support, virus removal and various IT related task.

Job Responsibilities

• Monitor and respond quickly and effectively to support requests received through IT helpdesk system using remote assistance, phone or email to resolve
• Perform remote troubleshooting through diagnostic techniques and asking pertinent questions
• Determine the best solution based on the issue and details provided
• Walk through the problem-solving process and creating step-by-step training material for solutions
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in IT ticketing system
• Follow-up and update ticket status and information
• Pass on any feedback or suggestions to the appropriate internal team
• Identify and suggest possible improvements on procedures
• May perform other duties as assigned by management.

Work Conditions

• Work out of Milton location, 25% travel to Guelph location required.
• Ability to attend and conduct presentations.
• Manual dexterity required to use desktop computer and peripherals.

• Overtime as required

Requirements

• 1-3 years of technical education or experience in a similar industry
• Demonstrate initiative and exhibit strong interpersonal and collaborative skills.
• Detail oriented and organized, with ability to work at a high level of accuracy
• Familiar with ERP systems and intermediate skill level with Microsoft Office
• Excellent written and verbal communication