IT Technical Specialist

Job Title: IT Technical Specialist

Role Overview

The role of the IT Technical Specialist is to provide comprehensive technical support to our staff. This includes resolving hardware and software issues promptly, ensuring the smooth operation of our technology infrastructure.

Key Responsibilities

• Provide first-level technical support for end users via phone, email, Atlassian Service Desk/Jira, Slack, and in-person.
• Troubleshoot and resolve issues related to Mac and PC laptops, desktops, peripherals, and mobile devices.
• Diagnose and solve software problems across various applications including Microsoft Office 365 suite.
• Support remote workers by configuring and troubleshooting VPN connections.
• Maintain and troubleshoot network connectivity issues including Cisco Meraki network devices.
• Respond to and manage support requests through Slack channels and direct messages.
• Review service dashboards as first level triage and handle appropriate escalation of issues.

Onboarding and Offboarding Process

• Lead and manage the comprehensive IT onboarding process for all new employees.
• Collaborate with HR and Recruiting teams to develop and maintain a first-class onboarding experience.
• Prepare and configure hardware (laptops, phones, peripherals) for new employees.
• Create and set up necessary accounts across all systems and platforms.
• Conduct IT orientation sessions for new employees.
• Document and optimize the IT onboarding workflow to ensure consistency and efficiency.
• Process offboarding for departing employees, ensuring proper data security protocols are followed.
• Maintain detailed inventory of IT assets assigned to employees.

User Account Management

• Collect and securely store SSH keys for appropriate staff members.
• Configure and maintain VPN access for remote workers.
• Administer user accounts in Active Directory and Microsoft 365 environment.
• Manage user access to Atlassian products, GitHub repositories, and Dropbox shared folders.
• Ensure proper access levels and permissions across all platforms.

Microsoft 365 Administration

• Manage Microsoft 365 tenant including user creation, licensing, and permissions.
• Configure and troubleshoot email accounts, distribution lists, and shared mailboxes.
• Provide support for Microsoft Teams, SharePoint, and other Microsoft 365 applications.
• Assist with Microsoft 365 security configurations and compliance requirements.

Conference Room Support

• Set up, maintain, and troubleshoot video conferencing equipment.
• Ensure conference rooms are properly updated and functioning for meetings.
• Provide user training on conference room technology.
• Perform regular maintenance checks on conference room systems.

Documentation & Process Improvement

• Create and maintain documentation for IT processes, procedures, and troubleshooting guides.
• Track all support requests through Atlassian Service Desk/Jira ticketing system.
• Manage and organize IT knowledge base in Atlassian Confluence.
• Create and update Jira tickets to track issues, tasks, and projects.
• Analyze recurring issues and recommend solutions to prevent future occurrences.
• Participate in IT projects and initiatives to improve infrastructure and user experience.

Required Skills and Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 3+ years of experience in an IT support or helpdesk role.
• Demonstrated experience supporting both Mac and Windows environments.

Technical Skills

• Strong knowledge of Windows and macOS operating systems.
• Experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint).
• Familiarity with network protocols and troubleshooting (TCP/IP, DNS, DHCP).
• Understanding of VPN setup and maintenance.
• Experience with SSH key management and secure access protocols.
• Knowledge of Active Directory and user account management.
• Experience with Cisco Meraki network equipment configuration and troubleshooting.
• Proficiency with Atlassian tools (Jira, Service Desk, Confluence).
• Experience with GitHub repository management and user access.
• Familiarity with Dropbox administration and sharing permissions.
• Experience using Slack for team communication and support.
• Ability to monitor and interpret service dashboards for system health.
• Familiarity with IT security best practices.

Preferred Skills

• Familiarity with scripting and automation tools.
• Experience with monitoring tools and service dashboards.
• Knowledge of cloud services.
• Understanding of CI/CD pipelines.

Soft Skills

• Excellent customer service attitude with strong interpersonal skills.
• Clear communication abilities with both technical and non-technical users.
• Problem-solving mindset with attention to detail.
• Ability to prioritize tasks effectively in a fast-paced environment.
• Self-motivated with the ability to work independently when needed.

Location: Toronto, ON

This role is primarily in-office, with an expectation of five days per week onsite.

Limited hybrid flexibility may be considered based on team needs and performance.

Please note that fully remote work is not an option.

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