Information Technology Support Specialist

Purpose: This position is responsible for delivering proficient application and technical support services to CAST staff, ensuring smooth IT operations. Reporting to the IT Infrastructure and Support Manager, the role involves addressing and resolving IT-related issues promptly and maintaining effective communication with end-users.

Duties:

• Provide regular status updates and ensure timely resolution of issues. Prioritize and escalate issues and requests when necessary.
• Perform installations, modifications, and repairs of computer hardware and software.
• Respond promptly to phone, voice mail, and self-service inquiries. Efficiently log and track incidents and requests using the FreshService help desk management system.
• Assist in hardware and software inventory management.
• Deliver first-level technical support services to CAST staff.
• Troubleshoot basic network, printer, remote access, and connectivity problems.
• Identify and document processes and procedures for future reference.

Qualification and Experience:

• Possess strong troubleshooting and multi-tasking capabilities.
• Demonstrate the ability to effectively convey technical information to diverse end-users.
• Showcase technical expertise in Windows 11 and Microsoft Office 365 applications.
• Hold a college or university degree in an IT-related discipline.
• Capability to install, configure, and troubleshoot software and hardware issues.
• Familiarity with onboarding laptops using Microsoft Intune is preferred.
• Exhibit exceptional organizational and communication skills (both verbal and written).
• Possess a basic working knowledge of Active Directory, Networking (TCP/IP, DNS, DHCP, FTP), Remote Access, Mac OSX, Printers/Projectors, and Polycom Room Video systems.
• Experience using FreshService help desk management system is considered an asset.
• Possess at least 2 to 3 years of relevant experience in providing IT support within a similar environment.
• Display professionalism and maintain a strong customer service orientation.

We encourage interested candidates with the required qualifications and experience to apply for this position