Job Summary
At S76 we build AI into daily support work, and we expect every team member to do the same. Reporting to the Manager, the IT Support Specialist provides responsive technical support and service to our valued clients. The role includes troubleshooting and resolving issues, routine equipment and software maintenance, and the setup and configuration of hardware and software across Windows, macOS, and mobile environments.
Key Accountabilities
- Receive requests from users concerning hardware, software, and other relevant issues
- Log all requests in the ticketing system
- Take responsibility for multiple concurrent issues, with the ability to prioritize tasks
- Troubleshoot and analyze requests to determine root cause
- Close service requests with the resolution documented in detail in the ticketing system
- Document workarounds and solutions, and update the IT knowledge base
- Set up and configure client devices, user accounts, and printers across Windows and macOS
- Move physical hardware and complete cabling as required
- Liaise with all levels of IT support to determine solutions and appropriate responses
- Escalate requests to higher level support as required
- Prioritize incidents and service requests within target SLAs, proactively reaching out to users
- Other duties as assigned
Working Conditions S76 provides extended-hours coverage, so this position follows a scheduled shift that may fall outside conventional 9:00 a.m. to 5:30 p.m. hours, including earlier starts, later finishes, and occasional weekends or statutory holidays. These are daytime and evening shifts; overnight coverage is handled by a separate team.
- Shift times will be confirmed with the successful candidate
- Potential long periods of sitting and talking on the phone
Position Requirements
A) Education
- Program completion at a community college or technical college in a related discipline
- A+, ITIL, or Microsoft certifications preferred
- Minimum of three (3) years experience working with Active Directory, Entra ID, and Microsoft 365
- Proficiency supporting Windows 11 and macOS in a Microsoft 365 environment
- Exceptional customer service skills
B) Knowledge and Experience
- Demonstrated, daily use of AI tools (Microsoft Copilot, Claude, ChatGPT, or similar) as a working part of how you troubleshoot, script, document, and research. We want people who already do this, not just those familiar with the tools
- Working knowledge of networking and personal computer activities and equipment
- Hands-on experience supporting macOS alongside Windows
- Working knowledge of iOS and Android device support
- Working knowledge of helpdesk and ticketing software
- PowerShell scripting experience is considered a strong asset
- Cybersecurity experience is considered a strong asset
- Demonstrated analytical, technical, and problem-solving skills
- Proven ability to work in a team setting
- Demonstrated ability to work independently and accurately
- Ability to maintain confidentiality and exercise good judgment and discretion
- Demonstrated customer service experience
- Valid driver's license with unrestricted access to a vehicle is preferred
Pay: From $56,000.00 per year
Benefits:
- Dental care
- Extended health care
- Mileage reimbursement
- Work from home
Experience:
- IT support: 3 years (required)
Work Location: Remote
