Primary Responsibility
The IT Support Specialist supports, maintains, and continuously improves the organization’s information technology systems. In this broad, hands-on role, you will deliver both front-line (Tier 1) and advanced (Tier 2) support, and contribute to day-to-day system reliability and ongoing improvements.
The role will shift between routine support, troubleshooting, system administration tasks, and project work, while maintaining a high level of professionalism, responsiveness, and accountability.
Duties
User Support and Service Delivery
- Serve as the primary point of contact for IT support requests and incidents.
- Resolve common hardware, software, and access issues independently, escalating more complex issues as needed.
- Take ownership of issues through resolution, ensuring clear communication and proper documentation.
Business Systems & Application Support
- Assist users with common Business Central questions and issues, escalating functional or technical problems as required.
- Demonstrate curiosity and a willingness to continuously expand knowledge of Business Central and related integrated systems.
IT Asset Inventory & Lifecycle Management
- Maintain accurate, up-to-date records of all IT assets, including computers, peripherals, and licenses.
- Manage the full asset lifecycle, including provisioning, reassignment, refresh planning, and retirement.
- Support audits and internal reviews by ensuring asset data is complete, accurate, and reliable.
Projects, Improvements & Prioritization
- Balance reactive support work with proactive IT initiatives and ongoing projects.
- Contribute to system upgrades, deployments, process improvements, and documentation efforts.
- Use sound judgment to prioritize work effectively, recognizing when support issues require immediate attention versus when project work can progress.
Expectations for Success in This Role
- Works effectively across both Tier 1 and Tier 2 responsibilities in a small-team environment.
- Takes initiative, owns outcomes, and follows through.
- Manages day-to-day work independently and asks for support when appropriate.
- Learns quickly, adapts to change, and takes on new challenges as needs evolve.
- Maintains a professional, customer-focused approach at all times
Skills & Capabilities
Strong working knowledge of common IT systems and technologies, including:
- Windows desktops and laptops
- Basic networking concepts (switching, routing, firewalls)
- Microsoft 365 (Office, SharePoint, Teams)
- Microsoft Dynamics 365 Business Central
- IT asset inventory management (or demonstrated aptitude for structured documentation and tracking)
Education/Qualifications
- Post-secondary education in Information Technology, Computer Systems, or a related field.
- Demonstrated ability to learn new systems, technologies, and business processes.
- Accountable and reliable, with strong follow-through.
- Able to work independently while knowing when to escalate or ask for guidance.
- Organized and detail-oriented; able to maintain accurate records and documentation.
- Ability to communicate technical concepts clearly to non-technical users.
- Professional, customer-focused approach with a positive and solution-oriented mindset.
Equal Opportunity Employer
Trillium Health Care Products is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We believe in the value of diverse perspectives and experiences and strive to provide a workplace where everyone feels respected and valued. If you require accommodations throughout the recruitment process, please let us know and we will work with you to meet your needs.
AI-Assisted Recruitment
At Trillium Health Care Products, we leverage standard AI technology to enhance our recruitment process. Our AI-assisted tools help us identify the best candidates efficiently and fairly, ensuring a streamlined and unbiased selection process.
Job Types: Full-time, Permanent
Pay: $65,000.00-$85,000.00 per year
Benefits:
- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Vision care
Ability to commute/relocate:
- Brockville, ON K6V 3G9: reliably commute or plan to relocate before starting work (required)
Work Location: In person
