IT Support Specialist - #190272

Company

Xpera Risk Mitigation and Investigation LP

IT Support Specialist

Overview

IS/IT Technician is responsible for delivering end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the IS/IT Technician ensures all incidents are analyzed, resolved, and reported back within the promised timeframes.

Job Responsibilities

Project Participation (15%)

• Participate in small to medium complexity infrastructure/software projects which may involve multiple team members
• Communicate project progress to IT stakeholders
• Identify project risks, escalate issues to management, and assist with mitigation steps as required
  
  

IT Process Documentation (10%)

• Ensure any chapters in the Support Manual assigned are updated as needed
• Nominate topics for new chapters to IT leadership
  
  

End-User Support (75%)

• Work with end users to determine and resolve issues
• Advertise and document fixes (either through tickets or support manual chapters) to develop best practices
• Follow the quality assurance, documentation and process standards set by your Support leadership
  
  

Qualifications & Experience

• Preference of post-secondary education in Computer Science or a related discipline
• 4+ years of experience in a Support/systems administration role working in a Team environment
• Consistently demonstrating competency in all job responsibilities associated with IS/IT Technician I role
• Insurance industry experience is an asset
• Familiarity with imaging solutions
• Excellent software/hardware/networking troubleshooting skills
• Experience with Active Directory
• Familiarity with Antivirus and Encryption
• Excellent communication skills
• Experience with help desk ticketing software
• Experience with image deployment processes and methodologies
• Ability to analyze and prioritize issues
• Ability to multi-task and handle a high volume of concurrent tasks
• Works collaboratively with others inside and outside the IT team to achieve goals
  
  

Environment/Working Conditions

• Dynamic environment with tight deadlines, numerous and changing priorities
• Occasional evening/weekend/overtime required to meet deadlines or deploy solutions
• Occasional travel as needed
• All prospective employees must pass a background check
• Office environment including prolonged periods of computer use