Parkland Corporation is looking for a Senior IT Client Support Technician to provide expert-level technical support and leadership. You will be the go-to resource for complex issues, guiding junior technicians, improving support processes, and contributing to key IT projects to enhance service quality across the organization.

What You'll Do

Provide local and remote assistance to end-users for laptops, desktops, mobile devices, and other technology.
Offer Tier 2 support for enterprise clients and client application systems.
Lead or assist with scheduling and planning yearly equipment refreshes.
Oversee the lifecycle of IT assets, including procurement, inventory audits, repairs, and secure disposal.
Mentor junior team members.
Document issues and resolutions within the enterprise ticket tracking system and knowledge base.
Assist with maintaining corporate client standards and processes for system configurations.
Configure and deploy new workstations, printers, and software, providing onsite printer support.
Maintain current documentation for end-user computing applications and computer asset inventory.
Create Standard Operating Procedures (SOPs) and knowledge base articles for end-users and junior technicians.
Perform business analyst duties for requests that move past standard 'break-fix' scenarios.
Participate in rotations for on-call support on a routine basis.

What We're Looking For

Post-secondary education in IT or a minimum of 4 years of demonstrated IT support experience.
4-5 years of work experience in a technical support or endpoint management role.
Demonstrated experience mentoring junior staff, leading small technical projects, and providing white glove support for executive leadership.
Advanced troubleshooting knowledge related to PC hardware, operating systems, network and VPN solutions, Active Directory, and Microsoft Products (e.g., Outlook, Teams, SharePoint, Excel).
Familiarity with Apple and Android environments for phones and tablets.
Ability to resolve complex problems related to client software and configurations.
Ability to manage workload, resolve issues, and keep tickets up-to-date.
Exceptional professionalism and customer service skills, with proven ability to collaborate effectively within a team.
Must enjoy assisting customers both on the telephone and in person.
Hold a valid passport and driver’s license with ability to travel domestically and potentially internationally.
Ability to lift 50 lbs occasionally.
This role requires five days in office per week.

Nice to Have

CompTIA A+ or HDI Desktop Support Technician designation.
Microsoft certification(s).
ITIL 4 Foundations certification.
Demonstrated knowledge and technical skills within hardware, operating systems, and applications.
Meeting room A/V experience.
Mobility support experience.
MS Teams experience.
Passion for continuous learning, researching new technology, and tackling challenges.
Self-motivated, adaptable, with strong problem-solving abilities.
Customer-oriented with patience to work with users of varying technical abilities.
Ability to work effectively under pressure and multitask.