Position Description

As an IT Support Technician, you leverage your customer service skills and experience in troubleshooting, maintaining and setting up Windows operating systems and software to provide support to internal customers through Conair’s Information Systems Help Desk. Your specialized knowledge of Windows and web-based software applications, as well as your experience working with Windows Server administrative tasks, assist you in performing computer software builds, rollouts and software updates in addition to other Information Systems administrative duties.

Specific Responsibilities

• Respond to support calls and emails from end users/contractors:
• Document and prioritize all support requests.
• Analyze, troubleshoot and resolve helpdesk requests;
• Provide desktop support and assist end users with best use of existing systems;
• Assist in end user training when new systems or applications are available;
• Perform operating system image builds, rollouts and software updates;
• Assist in configuring and managing mobile devices such as smartphones and tablets to Conair’s IT policy/standard.
• Assist in the acquisition and rollout of computer equipment and software;
• Maintain an accurate inventory of all computer hardware and software;
• Assists with performing business process documentation for operational requirements, including business process workflows, training materials and standard operating procedures. Review and edit documentation for accuracy and completeness. Attention to detail and excellent editing and proofreading skills.
• Other related duties as required.

Required Knowledge, Skills, and Abilities

• Exceptional ability to clearly and effectively express information and ideas in English, both verbally and in writing is mandatory;
• Demonstrated ability to respond accurately to instruction;
• Proactive with the ability and desire to problem solve in a dynamic environment;
• Excellent time management and organizational skills with the ability to coordinate multiple activities and set priority of tasks;
• Superior customer relationship management skills;
• Ability to keep records, conversations and activities confidential;
• Knowledge of Microsoft Office, Microsoft Visio, Microsoft Project, AutoCAD/SolidWorks and web-based applications.
• Knowledge of Microsoft 365 cloud environment;
• Fundamental network troubleshooting skills;
• Knowledge of IT trends with a keen interest in learning new technology;

Education and Experience

• Information Technology, Computer Science, or Network Specialist Bachelor/Diploma preferred;
• 1-3 years’ experience troubleshooting, maintaining and setting up Windows 7/8/8.1/10 operating systems;
• 1-3 years’ experience working with Windows software applications;
• 1-3 years’ experience in Microsoft 365 administration;
• Previous experience working with Windows Server administrative tasks is an asset;
• Customer service experience