Information Technology Support Specialist

We are seeking an experienced IT Support Technician II to join a growing corporate IT team supporting users across North America. This role is ideal for a customer-focused IT professional with strong desktop support experience, excellent troubleshooting skills, and the ability to work independently in a fast-paced environment.

Reporting to the IT Manager, the successful candidate will provide Level 2 technical support for end users, maintain IT assets, resolve hardware and software issues, and contribute to continuous improvement initiatives that enhance service delivery and operational efficiency., End User Support

• Provide Level 2 technical support for desktop, laptop, mobile device, printer, and telephony issues.
• Support corporate office users as well as remote employees across multiple locations.
• Troubleshoot and resolve moderately complex technical issues with minimal supervision.
• Deliver exceptional customer service while maintaining strong communication throughout the support process.

Service Desk & Incident Management

• Manage ticket queues, triage requests, and prioritize incidents based on business impact.
• Escalate issues requiring advanced expertise while ensuring proper documentation and follow-up.
• Perform root cause analysis for recurring technical issues and recommend corrective actions.
• Maintain accurate records of incidents, resolutions, and support activities.

Systems & Asset Management

• Install, configure, and maintain hardware, software, and peripheral devices.
• Assist with hardware deployments, upgrades, and lifecycle management activities.
• Maintain IT asset inventories and internal support databases.
• Support user onboarding, offboarding, and equipment provisioning processes.

Knowledge Management & Team Support

• Create, update, and improve technical documentation and knowledge base articles.
• Mentor and support junior IT team members when required.
• Act as a subject matter resource for designated tools, systems, or technologies.
• Contribute to process improvements that enhance service quality and reduce recurring incidents.

• Minimum 2+ years of desktop support, IT support, or service desk experience.
• Experience working with ticketing systems such as Jira Service Management, ServiceNow, Zendesk, or similar platforms.
• Strong troubleshooting skills across Windows operating systems, software applications, mobile devices, and hardware.
• Experience managing ticket prioritization and incident resolution.
• Ability to identify recurring issues and recommend process improvements.
• Strong technical documentation skills.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Valid driver's license with a clean driving record.

Preferred Qualifications

• Experience supporting users in a multi-site or enterprise environment.
• Experience mentoring junior technicians or supporting team development.
• Familiarity with hardware deployments, asset management, and endpoint support.
• Knowledge of Microsoft 365, Active Directory, and common business applications.

Skills & Competencies

• Customer-focused mindset with strong interpersonal skills.
• Excellent organizational and time management abilities.
• Strong analytical and problem-solving capabilities.
• Ability to work independently and manage multiple priorities.
• Comfortable operating in a fast-paced and evolving environment.
• Proactive approach to identifying and implementing improvements.
• Detail-oriented with a commitment to quality and accuracy.
• Positive attitude, strong work ethic, and team-oriented mindset.