IT Support Specialist

Summary of Position:

The IT Support Specialist is responsible for delivering first-level and second-level technical support to end-users for computer hardware, software, network systems, and end-user computing devices. This role requires exceptional documentation skills to maintain accurate records of incidents, resolutions, and processes, as well as proficiency in managing and tracking support tickets to ensure timely resolution and appropriate escalation. The IT Support Specialist ensures high levels of customer satisfaction by providing efficient, professional, and courteous service, adhering to ITIL best practices and organizational standards. Additional duties of a similar nature may be assigned as needed.

Accountability:

The IT Support Specialist reports directly to the IT Operations Lead/Manager and is accountable for all aspects of first-call resolution, ticket management, and end-user support within the SCM IT environment, including deskside support, end-user cybersecurity, mobile computing, and IT service management.

Essential Functions:

· Provide first-level and second-level technical support for hardware, software, enterprise applications, and end-user devices, including desktops, laptops, tablets, and mobile phones.

· Document, track, and monitor service requests and incidents using an IT ticketing system, ensuring accurate and detailed records of issues, resolutions, and escalations.

· Prioritize and escalate complex issues to appropriate teams or vendors, maintaining clear communication and documentation throughout the process.

· Develop and maintain a comprehensive IT knowledge base to support efficient troubleshooting and resolution processes.

· Configure, deploy, and maintain end-user devices, including PC imaging, software installations, and hardware upgrades.

· Support identity and access management (IAM) operations through tools such as Active Directory, ensuring secure and appropriate user access.

· Manage and support mobile device management (MDM), endpoint antivirus, and other end-user security technologies, including encryption and multi-factor authentication.

· Provide printer, plotter, and video conferencing technology support in meeting rooms.

· Assist in developing and implementing IT service delivery policies, standards, procedures, and guidelines aligned with ITIL best practices.

· Monitor and manage hardware and software asset inventories, ensuring accurate documentation and compliance with organizational standards.

· Support end-user IT training, including onboarding, offboarding, and cybersecurity awareness programs.

· Coordinate with external vendors and contractors as needed to resolve technical issues or complete projects.

· Contribute to the site’s safety culture by adhering to safety procedures and regulatory guidelines, participating in health and safety meetings, and supporting risk reviews as required.

The above list of required qualifications is not intended as being comprehensive, other duties and priorities will be included and assigned as required.

Health and Safety:

· Ensure that all safety procedures and regulatory guidelines are followed

· Support the site safety culture through safe work practices

· Participate in health and safety meetings and risk reviews as required

Experience and Training:

- An Associate or Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred but not mandatory. Relevant experience may be considered in lieu of a degree.

- Minimum of 5 years of experience in:

- Strong knowledge of enterprise applications and tools, including Windows, Active Directory, Group Policy Objects, remote management tools, MS Office, MDM tools, IT ticketing systems, and conferencing systems.

- Proficiency in ITIL processes, including Incident Management, Request Fulfillment, and Change Management.

- A+, Network+, or Security+ are highly desirable.

- Understanding of wireless site survey technologies.

- Project management experience.

- Familiarity with mining, oil & gas, or heavy manufacturing industries.

- Strong communication, problem-solving, and interpersonal skills.

Skills and Abilities:

The IT Support Specialist must demonstrate the following skills:

· Ability to interpret technical documentation, such as software and hardware manuals, and apply system configuration requirements effectively.

· Strong problem-solving skills, with the ability to collect data, analyze issues, and draw valid conclusions.

· Exceptional attention to detail in documenting incidents, resolutions, and processes to maintain a robust IT knowledge base.

· Effective communication skills to engage with management and end-users, clearly articulating issues and solutions.

· Adaptability to manage conflicting demands, prioritize tasks, and work effectively in a dynamic environment.

· Ability to work independently with minimal supervision while maintaining accountability for assigned tasks.

· Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and IT ticketing systems.

· Strong interpersonal skills to foster positive customer relationships and ensure high levels of customer satisfaction.

Job Type: Full-time

Pay: $75,000.00 - $85,000.00 per year

Benefits:

- Dental insurance

- Employee assistance program

- Employee discount

- Flexible spending account

- Health insurance

- Health savings account

- Life insurance

- Paid time off

- Referral program

- Relocation assistance

- Vision insurance

Work Location: In person