Job Title: IT Technical Support Specialist
Status: Full Time
Reporting to: IT Services Manager
Location: Ottawa, ON
About Us
Lee Valley Tools enjoys a proud 44 year history of providing high quality woodworking, gardening, hobby, hardware, gift and seasonal merchandise. Our customer service delivery is legendary and is rigorously addressed as part of the culture throughout the company.
Opportunity
This is an exciting time as Lee Valley will be going through several technical modernization projects.
As a member of the IT Services and Infrastructure Team, the successful candidate will be responsible for providing first level technical support to the Lee Valley user base for hardware, software, business and network and operating system issues. They will facilitate and follow through on the resolution of issues, using appropriate escalation procedures as required to provide excellent client support and satisfaction. As well, they will participate in several IT and business modernization projects when required.
Key Responsibilities
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Respond to all user requests for technical support in a professional and timely manner, ensuring ongoing communications with clients on status of their requests
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Install, support, repair, maintain and upgrade hardware and software
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Troubleshoot hardware and software issues, liaising with internal and external support resources as needed
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Perform daily, weekly and monthly checklists used to monitor IT infrastructure
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Ensure backup of data, including carrying out automatic backup routines, testing of backup data integrity, and offsite storage of media
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Perform adds, moves and change requests in a structured wiring environment
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Create and maintain network users accounts
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Maintain and track IT inventory records
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Assist in the distribution and tracking of loaner equipment.
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Track and monitor issues to insure a timely resolution
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Record details of all support activities in the Helpdesk ticketing system
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Participate in various IT projects and initiatives
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Troubleshoot moderately complex problems or issues relating to business systems, and/or infrastructure.
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Participate in an after-hours “on-call” support on rotation
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Other related duties as required
Knowledge and Skills
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University degree or college diploma in a related field and 1-2 years of experience in a customer service role, preferably in an IT support environment, or 5 years’ experience in an IT support or network administration role.
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A solid understanding of software applications including: Windows 10 and 11, MS Office, Active Directory, Exchange Server, Networking, Internet, Antivirus, backup and restore
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Exceptional customer service skills with a desire for client satisfaction
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Ability to communicate effectively in English, both verbally and in writing, to users and management
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Ability to solve complex technical problems quickly and completely
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Keen attention to detail with strong organizational, multitasking and creative thinking skills
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The ability to identify, isolate, and communicate issues to and from all levels of users
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Ability to work under pressure
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Strong desire to learn new technologies
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Must be available for an on-call rotation and to work flexible hours as needed
Additional Skills
Although not requirements for this position, the following skill is considered assets:
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Ability to read and write in French
If you are interested in this opportunity, please send your resume and cover letter to careers@leevalley.com, referencing the job title and location in the subject line by July 31st, 2022.
Lee Valley Tools Ltd is committed to fair and accessible employment practices. We will take reasonable steps when requested to accommodate people with disabilities. All offers of employment with Lee Valley/VERITAS are contingent on the successful completion of a background check conducted in accordance with company policy and provincial law.
We thank all applicants for your interest in Lee Valley/VERITAS. Only those applicants invited for an interview will be contacted.
