IT Support Technician (Ottawa)

Role

The IT Support Technician serves as the first point of contact for technical support across the organization, resolving hardware, software, and network issues to minimize disruption to operations. This role supports the maintenance and monitoring of IT systems and infrastructure, contributes to onboarding and offboarding processes, and assists with the deployment of hardware, software, and user training. The IT Support Technician works closely with the IT Systems & Operations Administrator to support ongoing initiatives and enhance the overall technology experience. Key Tasks

Provide Level 1 and Level 2 technical support for hardware, software, network, and application‑related issues for both office staff and field personnel. Provision, configure, and manage user accounts and permissions across enterprise systems, including Active Directory, Microsoft 365, mobile device management (MDM) platforms, and other business applications. Deploy, maintain, and troubleshoot end‑user devices, including desktops, laptops, mobile devices, and peripherals. Install, configure, and support business applications, including Microsoft 365, Bluebeam/Adobe, and Autodesk/AEC software. Ensure all software deployments align with organizational standards, licensing requirements, and security policies. Support onboarding and offboarding processes, including account setup, access provisioning, and equipment deployment and recovery. Track, document, and manage support requests through the ITSM/ticketing system, ensuring timely resolution and communication with end users. Assist with basic administration and support of virtualized environments (e.g., provisioning VMs, monitoring performance, troubleshooting issues). Monitor and respond to alerts from endpoint protection and network monitoring systems, escalating issues as required. Maintain a working knowledge of emerging technologies, including large language model (LLM) tools such as Copilot, ChatGPT, and Gemini, and support users in leveraging these tools effectively and securely where appropriate. Education

Post‑secondary education in an IT‑related field or equivalent practical experience. Experience

3+ years of experience in a Helpdesk or IT Support role. Previous experience troubleshooting end‑user IT issues in a fast‑paced setting. Knowledge and Technical Skills

Strong understanding of operating systems, including Windows (client and server), macOS, and Linux. Working knowledge of virtualization platforms such as Microsoft Hyper‑V and VMware. Understanding of backup and recovery concepts (e.g., full, incremental, differential); experience with tools such as Veeam is an asset. Familiarity with IT service management (ITSM) and ticketing systems (e.g., Jira Service Management or similar platforms). Exposure to endpoint detection and response (EDR), managed detection and response (MDR), and general security monitoring practices. Key Competencies

Strong organizational and self‑management skills. High level of professionalism, integrity, and accountability. Effective communication skills, with the ability to translate technical concepts for non‑technical users. Strong time management and ability to manage multiple priorities. Ability to maintain confidentiality and handle sensitive information. Ability to build and maintain effective working relationships. Strong attention to detail. Physical and Environmental Requirements

Prolonged periods of sitting and computer‑based work. Frequent movement between office, shop, and job site environments. Ability to lift and carry IT equipment up to approximately 25 lbs. Occasional travel to construction sites, with exposure to noise, dust, weather, and uneven terrain. Ability to climb stairs and navigate multi‑level work areas. Manual dexterity for typing and handling equipment and cables. Work in varying environments, including open office and field settings. Use of appropriate PPE when required on job sites. Benefits

Health and dental benefit plan. Group RRSP matching plan. Employee assistance program that includes virtual medicine. Fixed number of paid wellness days. Corporate program through Good Life Fitness. Discretionary bonus program. Accommodations for Disabilities

Accommodations for disabilities are available, where needed, upon request.

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