IT Support Specialist

Modern Niagara helps building owners, managers, and general contractors meet the mechanical, electrical, integrated building technology, and building services needs of their buildings across Vancouver, Calgary, Edmonton, Toronto, Southwestern Ontario, and Ottawa. We also develop custom, turnkey solutions to help reach the desired outcomes. We are committed to having a positive and meaningful impact on Canada's infrastructure and on the communities where we live, learn, work, and heal.

WE BUILD FOR LIFE.

We value passion, initiative, determination, professionalism, and teamwork and we are committed to ensuring that our teams have everything they need to succeed. Health and safety are embedded in everything we do and, as a result, our award-winning safety culture has a record that's well above industry standards.

At Modern Niagara, you will work alongside values-driven, safety-conscious, and high-impact teams in a fast-paced, innovative, and collaborative environment. Here, your knowledge, skills, and excellent service will help ensure that the buildings that make up Canada's infrastructure fulfill the needs they were set out to meet.

Modern Niagara is one of Canada's Best Managed Companies and is a recipient of SMACNA's Safety Excellence Award Program (SSEAP) - Canada and the Canadian Occupational Safety (COS) Magazine's Gold Winner for Canada's Safest Employers Award in the Building and Construction category and Excellence Winner for Canada's Best Health + Safety Culture Award as well as Canada's Best Health + Safety Leader Award.

We are currently seeking an IT Support Specialist to join our Toronto team based in Vaughan, with regular travel to support our Southwest Ontario (Hamilton) and Dundas offices.

Duties and Responsibilities

• Evaluate documented resolutions and analyze root cause to prevent future problems.
• Maintain end user Computing and Mobile devices and applications.
• Field incoming help requests from IT Concierge and end users via both telephone and e-mail in a courteous manner
• With an eye to continual service improvement, build rapport to gain a holistic view of clients issues/requests
• Continually prioritize issues/requests based on urgency and impact. Escalate problems (when required) to the appropriately experienced technician or vendor
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases, and frequently asked questions
• Keep pace with the software and hardware used and supported by the organization, while continually looking for areas for improvement
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing, implementing file backups, and configuring systems and applications
• Install anti-virus and remote access software
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• Test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow-ups to help requests
• Develop help sheets and frequently asked questions lists for end users. Collaborate with teammates for maintaining a current knowledge base of best practices, issue resolutions

Job Requirements

• A technical background, comfortable with operational technologies, and able to become a subject matter expert with specific software and hardware solutions
• A strong communicator, able to build rapport and adapt training methods across a wide range of student aptitudes
• Organized, autonomous and able to work with minimal oversight
• Experience working with software vendors to optimize support and functionality would be considered an asset
• Experience with remote support (ex helpdesk/service desk, PC, desk side, phone), along with App and server support
• Back end server support required, such as setting up email accounts, etc.
• Willing and able to do light and heavy lifting
• Able and willing to support the team nationally
• Experience in the construction industry would be considered an asset
• Works effectively in team environment

We thank all applicants for their interest, however, only those selected for an interview will be contacted.

At Modern Niagara, we recognize the value of fostering a diverse, equitable, and inclusive organization and are committed to eliminating barriers faced by members of equity-seeking groups (women, Indigenous, Black, racialized, 2SLGBTQIA +, people with disabilities, and new immigrants) in the construction industry. Our DEI vision is to build an organization where everyone has access to the same opportunities, experience equitable outcomes, and can thrive and reach their full potential.

We value the diversity of the people we hire and serve. Modern Niagara is an equal opportunity employer. If you require accommodation during the recruitment process, please advise us so that suitable accommodations can be made. We can be reached at careers@modernniagara.com.