OVERVIEW:
The successful candidate is a well-rounded IT professional who is familiar with a wide range of business IT technologies and principles and who is self starter and likes to be hands on. The candidate will ensure our IT systems are meeting the needs of the Business and Finance department as well as the needs of the local and global users. The candidate will be responsible for:
Responsibilities:
- Tier 1 help desk responsibilities, i.e. troubleshooting and providing support to users for resolving technical issues including but not limited to creation of new accounts, providing access to Teams and SharePoint, mailboxes, supporting users on systems update, etc.
- Ticket Management - Manage and work on tickets in a system such as Zendesk. Following up with team members to close open tickets
- Provide reports of tickets statistics on a weekly/monthly basis
- Liaise with other groups within the organization to coordinate IT work
- Communication and training remotely with users globally on a supported system, including the POS system, WordPress, Office 365, SharePoint, MailChimp, RingCentral etc.
- Assist with the web site and WordPress and other web-based systems as needed
- Assist with setup of new laptops and devices to deploy to company locations in North America
- Assist in troubleshooting of hardware/software issues remotely using TeamViewer
- Manage Inventory and Tracking of IT Assets
- Manage lists, campaigns and automations on Mailchimp
- Troubleshoot with IT providers/consultants as required
- Assist with Acceptance testing with IT providers, and user testing
- Prepare training materials and/or job aids for users
- Communicate with owners and/or users of the systems to identify needs to comply with USS policies
- Support creation and maintenance of products in an Ecommerce system – online store
- Support Webcasts, Livestream and Facebook Live events as needed
- Daily, weekly, monthly procedures to monitor and maintain current infrastructure
Qualifications
- Previous Tech Support experience is an asset
- Helpdesk experience is an asset, particularly with Zendesk or other ticketing system
- Knowledge of Office 365 and Teams is preferred
- Knowledge of SharePoint is preferred
- Experience with online systems including Website, WordPress, other Web-based systems is preferred
- Experience with Mailchimp or similar system is preferred
- · Advanced working knowledge of Microsoft Office, MS PowerPoint, MS Access, and Adobe is required
- Knowledge of Security and privacy standards is preferred
- Experience with ecommerce system, such as, Magento, Shopware is a plus
- Experience with CRM system and Centeral is a plus
- Understanding of SQL is preferred
- Excellent written and verbal communication skills
- Ability to work cooperatively and collaboratively with all levels of employees and Management
- Proactive and independent and ability to work with minimal supervision
- Ability to work weekends if needed
WHAT WE OFFER:
- Competitive Salary
- Group Medical and Dental Benefits
- Paid Time Off
- Paid Training & Development
- Annual bonus
Job Types: Full-time, Permanent
Additional pay:
Benefits:
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- Paid time off
- Profit sharing
- RRSP match
- Vision care
- Wellness program
- Work from home
Schedule:
- Monday to Friday
- Weekend availability
Education:
- Bachelor's Degree (required)
Experience:
- Help Desk Support: 3 years (required)
- SharePoint: 2 years (required)
- MailChimp: 2 years (required)
