Under the supervision of the Director of Information Technology, the Specialist analyses the different systems and offers a computer customer service support to employees and internal departments. The Senior IT Specialist is a second level helpdesk support and is responsible of taking calls and logging problem incidents. He will also have to analyses and resolve problems regarding basic PC troubleshooting, databases, networking and software.
Testing and analyzing current and future IT Systems as required.
Documenting current processes and recommending process improvements to leadership for consideration.
Resolving incoming IT concerns via email chat, phone, remote or in-person support.
Identifying the urgency and severity of reported cases and triaging accordingly to pertinent stakeholders.
Installing computer hardware including but not limited to laptops, thin clients, laptop docks, monitors, printers, multimedia devices, network devices and desk phones.
Installing all software necessary to initialize devices for corporate employee use (e.g., Windows, Office 365, Adobe Suite, VPN Clients access, Custom software requirements).
Liaising with third party vendors to address network and operational software-related inquiries.
Creating knowledge-based articles for common and critical issues.
Providing actionable recommendations to optimize current IT performance and proactively resolve future issues.
Collaborating with various department and external consultants to ensure that IT needs and security are adequately met across the organization.
Assisting with both external consultants and corporate employee onboarding procedures.
Operating, monitoring, and maintaining several Information Systems including but not limited to Zoom/Telephony systems, database systems, knowledge management systems, ticketing systems, file repository systems, media hosting systems etc.
Participating in the planning, implementation, and growth of the Fromagerie infrastructure.
Performing other duties as assigned.
