IT Support Specialist

The workstation and network support specialist ensures operation and continuity of IT devices related to computer equipment, network and telephony by meeting service level agreements.

Essential Duties and Responsibilities

• Setup and provide support for end-user workplace
• Install, maintain and troubleshoot workstations, printers, desktop software and other systems.
• Build, deploy and support PCs running Windows OS and business software applications for end users.
• Rollout and manage software updates
• Proximity support for end-user VoIP telephony and network connectivity
• Solves, analyzes and updates Level2 tickets per Service Level Agreements
• Updates and manages configuration management knowledge base (CMDB)
• Utilizes the standard tools guaranteeing the coherence of infrastructure
• Helps to maintain technical infrastructures (routers, switches, cabling ...) with administrator.
• Adheres to safe work practices and contributes to the evolution of the health, safety, and environmental program and culture;
• Regular, predictable attendance is required;
• Other duties may be assigned.

Knowledge/Skills

• Windows operating systems - Advanced
• Troubleshooting – Advanced
• IT Service Management – ServiceNow
• Microsoft SCCM or equivalent
• Network / Wireless LAN Technology
• Voice Over IP / Cisco CCM
• ITIL processes (incidents / requests management)
• Excellent written and verbal communications – Advanced
• Requires excellent customer service – Advanced

Certificates, Licenses, Registrations

• ITILv3 Foundation Certified - Desired