Junior IT Support Specialist

POSITION SUMMARY:
The IT Support Specialist provides first-level technical support to employees by troubleshooting hardware, software, and network-related issues. This role is responsible for responding to user inquiries, documenting support activities, escalating complex issues, and supporting daily IT operations to ensure efficient and reliable technology services across the organization.

ESSENTIAL JOB FUNCTIONS:
• Respond to initial telephone and email inquiries regarding IT related issues.
• Troubleshoot and resolve relatively simple hardware, software, and network problems.
• Recognize, document, and escalate more complex technical issues when required.
• Log and track support calls, requests, and resolutions through the ticketing and help desk system.
• Set up new computer systems, including moves, additions, and configuration changes.
• Install, configure, and maintain desktops, laptops, printers, and related peripherals.
• Assist with user account setup, password resets, and access requests.
• Document IT processes, troubleshooting procedures, and system configurations.
• Support Microsoft Office / Microsoft 365 applications and basic networking connectivity.
• Provide friendly and professional customer service to internal users.
• Collaborate with team members to support ongoing IT projects and operational needs.
• Maintain IT equipment inventory and asset tracking.
• Monitor and maintain network connectivity and internet access.
• Participate in IT improvement initiatives and process optimization projects.
• Maintain confidentiality and security of company and employee information.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Strong organizational and time-management skills.
• Shop-floor device/printer troubleshooting.

WORKING RELATIONSHIPS/REPORTING:
Reports to IT Manager - Canada