Telecommut
Reporting to the Manager, IT Service Delivery, this customer-focused role supports fast-paced Architecture, Engineering, and Interior Design teams by resolving IT issues, requests, and projects quickly and with minimal business disruption.
This position is required to be onsite.
Duties and Responsibilities
- Diagnoses, troubleshoots, and fixes hardware, software, network, and user account issues across multiple platforms (Windows) in a timely manner
- Deploys, configures, patches, updates or rolls out approved software, operating systems, and security updates, ensuring compliance with standards and policies
- Manages iOS and Android mobile devices using MDM solution (Intune)
- Documents all support tasks, resolutions, workarounds in the ticketing system; maintain knowledge base or runbooks
- Assists with user onboarding/offboarding: setup new user accounts, permissions, setup hardware, IT orientation
- Assists in maintaining internal IT policies and procedures and ensure support work is compliant
- Maintains asset inventory
- Liaises with third-party vendors and contractors when needed for specialized support, warranty work, or software/hardware escalations; ensure service levels are met
- Prior experience working on Service Desk teams, desktop and mobile support, and IT Operations
- Possesses strong verbal and written communication skills in English
- Demonstrates excellent customer service skills
- Possesses strong analytical skills
- Expertise with Active Directory, O365 and Azure environments, including Teams, Outlook, Office Apps, Windows Desktop Management and Endpoint Manager (Intune)
- Proficiency in Microsoft Windows 11 Operating Systems, iOS, and Android OS
- College Diploma or University Degree in Information Technology or equivalent experience is required
- IT Certifications in ITIL, Microsoft, CISCO considered an asset
- 3-5 years' experience
- Salary Range: $60,000.00 - $90,000.00 /annually
