Responsibilities include but are not limited to:

• Monitoring/Resolution of issues relating to back-ups, server functionality, websites and other IT support systems
• Teach clients the advantages and features of more advanced tools by i3 Solutions Inc.
• Resolve end-user IT issues (i.e. password reset, software questions, PC hardware problems, server problems, Internet connectivity, configurations, and etc.)
• Provide one-on-one end-user support and problem resolution via telephone, email, and/or other vehicles of communication
• Perform in-person, onsite repairs of hardware, printers, and other peripherals
• Diagnose and resolve escalated network issues (i.e. LAN access and equipment issues)
• Recognize and escalate deeper and more complex issues to Tier 3 Support Technician or Development.
• Testing functionality of Panacea™, hardware repairs, and network
• Assist PC and network technicians by troubleshooting software, hardware, and network issues
• Install network interface cards, hubs, switches, network cabling, and etc.
• Participate in moves, adds, and changes to network and systems access for new, departing, and/or promoted/demoted employees
• Accurately log work orders/help desk tickets and resolutions into help desk software management system; maintain vigilant maintenance of this process
• Prioritize work orders/help desk tickets according to severity
• Conduct timely repair of IT equipment covered by third-party vendor maintenance agreements
• Attend and/or conduct training sessions for end-users; create training materials for end-users (i.e. FAQ sheets) and document any processes
• Use help desk log entries to pinpoint trends and trouble spots in order to conduct proactive maintenance or repairs
• Compile, maintain, and file all repair records, reports, and other documents as required
• Research, resolve, and respond to complex questions received via email, telephone calls, callbacks, and/or escalations
• Partner with outside vendors and internal IT staff to coordinate seamless support of infrastructure
• Manage projects as needed with guidance from senior team members and management
• Maintain inventory of end-user hardware using hardware database in a timely and consistent manner
• Maintain inventory of software licenses
• Responsible for keeping IT storage area well organized
• On-call rotation required. Must have Internet access from home. Required to carry a cell phone during business and off hours
• Perform and assist with disaster recovery operations, as necessary
• Perform other duties as necessary (i.e. internal hardware issues, inventory management)

Qualifications:

• College degree in technical field required, university degree considered an asset, or an acceptable combination of education and relevant experience
• COMPTIA A+/Network+ or 1+ years of direct work experience in a Support Technician capacity
• Always maintain a high degree of professionalism, courteousness, and friendliness
• Business-oriented mindset
• Ability to explain technical concepts and theories to non-technical audiences
• High degree of resourcefulness, flexibility, and adaptability
• Multi-tasking, organizational skills, and management of priorities
• As a growing company, responsibilities will increase over time
• Must have the ability to manage workload independently
• All Windows environments
• Microsoft Office Suite
• Email servers (Microsoft Exchange primarily, both local and in the cloud)
• Active Directory
• Must be able to create/modify user accounts
• Must be able to manage user accounts, both in AD and Group Policy

Work Conditions

• Travel within GTA is required, must have use of a vehicle
• Comfortable with demoing software in small group presentation setting.
• Ability to physically inspect and move equipment
• Able to lift at least 50 lbs.
• Overtime as required
• On-call required

Job Types: Full-time, Permanent

Pay: From $50,000.00 per year

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• On-site park