IT Support Specialist

IT Support Specialist

Reports To: Director of Information Technology

Department: Information Technology

Purpose of the Position:

To provide technical support of desktop computers, telephones, peripherals, applications, and related

technology within established guidelines to all WDH clinics Canada-wide. (200+ HearingLife Canada clinics)

Major Duties and Accountabilities:

 Assist with supporting all desktop/laptop hardware and software, in the clinics and head office,

including in-person, remote, or phone support.

 New clinic setups (PCs/Phones/Internet/Alarms) Canada-wide.

 Work with helpdesk to ensure all incidents and requests are resolved in a timely manner.

 Prioritize support tickets while maintaining a high level of customer service/communication.

 Support company mobile devices including iPhone, Android, etc.

 Perform other related duties as assigned.

Education and Related Experience:

 3+ years’ experience in IT helpdesk/desktop support. Experience with configuration and

troubleshooting of desktop PC/mobile device hardware and software (Windows).

 Knowledge of network administration, Microsoft operating systems, Microsoft office suite.

 Communicate professionally, concisely and consistently both verbally and in writing.

 Deliver and demonstrate an expert level of customer service.

 Organize/prioritize work effectively, to meet timelines with quality deliverables.

 Ability to multi-task and demonstrate initiative.

 Work independently, as well as collaboratively.

 Strong organization, documentation and problem solving skills required.

 Must be able to maintain a high level of confidentiality.

 Experience/knowledge of programming and troubleshooting Cisco routers is a plus.

 Knowledge of Azure, Office 365, OneDrive, MFA, Microsoft products, Sharepoint.