IT Specialist

As an IT Specialist at SPC, you will serve as the primary point of contact for all IT-related requests, leveraging your experience to analyze and resolve complex end-user incidents, problems, and service needs efficiently. You will be responsible for receiving, prioritizing, documenting, and troubleshooting issues using diagnostic tools and help desk systems. This role requires in-person, hands-on support at the desktop level across various Picone locations, ensuring timely resolution of technical issues. In addition, you will provide end-user training and guidance as needed, helping to maintain a reliable, user-friendly technology environment across the organization.

• Use judgment, critical thinking, technical expertise and troubleshooting skills to diagnose end-user incidents to restore services or provide solutions
• Effectively manage end-user support queues within IT service management tools
• Transition tickets within incident management system based on priority and escalation to other IT team members
• Track, update, and follow-up on incidents, while communicating with users to gather requirements requested by escalation team(s)
• Respond and work on tickets in appropriate order to meet established SLAs effectively and consistently
• Adhere and reinforce enterprise incident, problem, and knowledge management standards
• Document actions and issues in IT Service Management tools
• Prioritize incidents and identify problems to effectively resolve end-user request form local and remote locations
• Learn Dragados custom applications to provide troubleshooting, support, and end-user training
• Provide end-user training, guidance, and assistance deskside, and via electronic communication (email, chat, video etc.) to various Dragados locations
• Act as primary point of contact for IT incidents and requests
• Educates employees on IT services and processes, including appropriate paths to engage IT for support
• Analyze incidents, problems, and requests to identify trends and solutions
• Prepare for deployment, maintain, and control IT assets inventory
• Responsible and accountable for user onboarding and offboarding process and procedures
• Mobile device deployment, troubleshooting, and MDM management
• Draft and up-keep IT support documentation for identified problem resolutions
• Establish and maintain working rapport with non-IT members acting as IT liaisons

• Bachelor's Degree in a technical related field from an accredited institution preferred.
• 3+ years related experience required.
• Basic project management skills and the ability to handle various tasks simultaneously
• Experience supporting Microsoft technology, including Active Directory, Windows, M365 Office Suite, etc.
• Be able to easily work with abstract and highly technical concepts, as well as explain complex functionality to non-technical users and staff
• Working knowledge of support-based ticketing system
• Undergraduate and/or vocational training

Some of the benefits you may be eligible for as an employee are:

• Comprehensive compensation package and paid time off program
• Industry leading 401(k)/RRSP
• Medical/Extended Health Care, Dental, Vision and/or Provincial Medical
• Wellness benefits & Employee Assistance Program
• Tuition Reimbursement Program

We are an EEO/ADA/Veterans employer.