Description

The IT Support Specialist is a hands-on, onsite technical role responsible for delivering first-level IT support to employees working in both corporate  and industrial operating environments. As a key member of the IT team, the IT Support Specialist plays an essential role in maintaining the reliability, security, and performance of information technology (IT) and operational technology (OT) systems that support day-to-day business operations. This position requires a proactive, service-oriented professional who can effectively troubleshoot technical issues, support infrastructure, and contribute to continuous improvement initiatives.

Based in Mackenzie, BC the IT Support Specialist provides timely and professional technical assistance through multiple channels, including phone, email, and an IT ticketing system. The role is responsible for diagnosing and resolving hardware, software, network, and system issues, taking ownership of incidents from initial intake through resolution, and escalating issues when appropriate. Accurate documentation of incidents, resolutions, and procedures is a key component of this position, as is the ability to prioritize and manage competing support requests.

In addition to user support, the IT Support Specialist assists with monitoring IT and OT systems using logs, alerts, and dashboards, and supports system maintenance, upgrades, and IT projects. The role works within Windows desktop and server environments, supports virtualization platforms such as Hyper-V, Microsoft 365 and Azure environments. Collaboration with internal departments and contribution to internal knowledge bases are important aspects of maintaining effective service delivery and improving IT processes.

The IT Support Specialist works Monday to Friday, with occasional after-hours, weekend, or on-call support required to meet operational needs. This role requires the ability to work independently, maintain a high level of professionalism and confidentiality, and communicate technical concepts clearly to non-technical users.

Qualifications for this role include a bachelor’s degree in Information Technology, Computer Science, or a related field, along with a minimum of three years of experience in IT support or IT administration. Strong technical knowledge of Windows environments, networking fundamentals, cybersecurity principles, and IT service management practices is required. The position also requires the physical ability to lift and install IT/network equipment and willingness to participate in an on-call rotation.