Responsibilities
- Deliver frontline IT support via phone, email, chat, walk-ins, and ticketing system, ensuring timely resolution and excellent customer service.
- Support hardware including desktops, laptops, mobile devices, printers, scanners, and telephone equipment.
- Support software and applications including Microsoft 365 suite, line-of-business applications, and internally developed systems.
- Manage lifecycle activities (onboarding, offboarding, and access changes) including account provisioning, workstation/device setup, and permissions.
- Document and track incidents, requests, and resolutions in the ITSM/ticketing system to ensure accuracy and knowledge sharing.
- Support end-user hardware installs, upgrades, and configurations as directed for both hardware and software.
- Escalate and collaborate with higher-tier teams (network, infrastructure, applications) to resolve complex incidents or requests.
- Assist in system performance and metrics, by identifying recurring issues, and escalating root cause analysis.
- Assist in IT projects and rollouts, such as new application deployments, infrastructure upgrades, and end-user training initiatives.
- Stay current with IT policies and security practices, ensuring compliance in daily operations and user support.
- Other duties as assigned to support the IT department’s strategic and operational goals.
- Participate in shared after-hours support rotation as required.
Requirements
- Diploma or degree in Computer Science, Information Systems, or equivalent combination of education and experience.
- 2-3 years’ experience providing technical support in a Microsoft environment (desktops, laptops, printers, peripherals).
- Working knowledge of networking concepts such as TCP/IP, LAN/WAN, wireless, firewalls, VPNs
- Familiarity with VoIP systems and collaboration tools
- Experience supporting and administering Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint Online) and Windows 10/11 operating systems.
- Ability to learn and adapt quickly to new software, systems, and processes.
- Strong problem-solving skills with the ability to recommend solutions.
Nice to Have
- Industry certifications such as CompTIA, ITIL, Microsoft 365 are considered an asset.
- Experience with Mitel phone systems and FortiGate firewalls is an asset.
- Exposure to SQL Server or report development (SSRS, Power BI) is an asset.
Benefits
- Competitive Wage
- Medical and dental benefits
- RRSP Matching
- Paid Sick Time
Work Arrangement
On-site
Additional Information
- Submit a resume at www.floform.com/careers
- We are an Equal Opportunity Employer.
