Information Technology Support Specialist

Progression3 is in search of a Senior Information Technology Support Specialist for a 12-month renewable contract in Kitimat, BC.

Skillset Required

• Networking – support and configuration
• IT Asset Management
• Client-facing role, successful candidate should be able to develop positive relationships with end user, as well as articulate what they’re doing in a manner that makes sense to the client
• Troubleshooting – focus on Windows 10; Microsoft Suite; Network Connectivity; Citrix;
• Experience with capital projects a positive
• IT Security and Information Security
• Adaptable, Fast Learner
• Communication
• Stakeholder management
• Remote Support Experience through tools such as Windows Remote Assistance a plus
• Requirements gathering

Role will include:

• Troubleshoot and escalate problems, both technical- and request- related
• Coordination of any PC modifications requiring local administrator rights
• Help Line managers and project administrators understand and fulfill their roles in the on- and off-boarding processes and JML activities. Manage and track JML escalations.
• Engage users in a pleasant, customer-friendly manner – DST should make IT experiences as enjoyable as possible for end users
• Maintain working order of conference rooms and collaboration spaces assigned to client
• Be able to step in to complete IMAC and JML requests if required by client. This can include data transfer, set up of a new PC, and diskwiping old assets for transport and disposal
• Help and train users in the use of printing tools
• Collaborate with support and procurement teams within the Account, including IMAC, PIMA, and the Service Desk, representing the interests of client
• Assist in coming up with recommendations and solutions not necessarily available through standard service offerings to the client
• Assist with ordering of equipment and services on behalf of the organization through ServiceNow
• Set up mobile phones (both corporate and personal) for use within the organization
• Assist with installation of GI equipment
• Support and Facilitate issues with Smart Cards
• Provide support for VPN services and help to ensure users are able to work remotely
• Manage account requests and configuration
• Assist with on- and off-boarding of staff and contractors
• Track and manage all escalations, service desk tickets submitted on behalf of users
• Work to proactively identify, address, and resolve issues before they become apparent to client
• Help and train employees in the request system and other provided systems, such as Concur and “The Hub”
• Help and train users on collaboration tools, including Skype4Business, video conferencing and SharePoint
• Maintain and manage local site “loaner laptop” pool
• Guide workers through the Computer Asset Refresh Cycle
• Provide support for GI software, including Office365, SharePoint, and SmartPlant
• Coordinate with necessary stakeholders to enact infrastructure changes, including network upgrades and the management of remote “SiteConnect” VPN hardware