Computer Support Specialist - E.S. Fox Limited : Job Details

Established in 1934 as a small plumbing and heating company, E.S. Fox Limited today is recognized as a pre-eminent Canadian multi-trade Industrial, Commercial, Institutional and Nuclear constructor and fabricator. E.S. Fox Limited works in the industries of oil and gas, petrochemical, mining, pulp and paper, steel, automotive, pharmaceutical, casinos, hotels, hospitals, schools, and themed entertainment.

The company is headquartered in Niagara Falls, Ontario, and maintains full-service regional offices in Hamilton, Toronto, Port Robinson, Oshawa, Tiverton, Kingston, Sudbury, and Thunder Bay.

With a strong commitment to health, safety, and the protection of the environment, E.S. Fox Limited has earned a reputation as a people-first, environmentally conscious, socially responsible constructor.

The **Niagara Falls, ON head office** is looking for a dedicated, analytical and professional Computer Support Specialist to join the Information Technology team.

**SUMMARY OF THE ROLE:**

The Computer Support Specialist is the first point of contact and is responsible for fielding technical support requests from both local and remote users, ensuring courteous, timely and effective resolution of the issues. This includes receiving, prioritizing, documenting and actively resolving requests and escalating incidents when considered appropriate and necessary to maintain service level expectations. User support requests will encompass all areas of IT including software applications, access credentials, telecom, networking, data and electronic security, and hardware devices such as desktops, laptops, printers, and handheld devices. In addition to the support related work, this position will also be required to perform IT project work as required.

**KEY CUSTOMERS SERVED:**

* All E.S. Fox Limited computer users

* External Customers, Partners, and Vendors

**KEY RESPONSIBILITIES:**

* Daily management of helpdesk tickets and support requests in Service Desk Plus; logging new requests as required, keeping current work orders updated, and assigning and/or escalating tickets as needed.

* Travel to remote sites (branch offices, job sites, etc.) as required.

* Diagnose and resolve issues on Windows desktops and laptops including issues with printing, file shares, security, network configurations, and installing and supporting software such as Microsoft Teams, Office, Project, Visio, Adobe, Symantec AV and Backup Exec.

* Image and deploy desktops and laptops.

* Provision and support managed phones and tablets.

* Install, update, and configure other IT supported devices such as network devices, printers, and security fobs and cameras.

* Perform desktop, laptop, and device software application installs and updates as required.

* Troubleshoot system performance of desktops, laptops, servers and networks.

* Perform Backup procedures as required.

* Access technical knowledge bases and FAQ's to aid in problem resolution and broaden knowledge of current and future issues and technologies.

* Produce detailed documentation and process flows to improve efficiency of IT procedures.

* Identify, recommend, and assist with development of end-user training material (user guides, cheat sheets, etc.) to increase computer literacy and self-sufficiency.

* Maintain IT documentation including procedures (Run books), user guides and FAQ sheets.

* Provide basic user training and proactive support in the use of hardware and software to users, either onsite or remotely (e.g. showing the user how to do something properly).

* Distribute system reports and manage system printers as required.

* Maintain inventory of IT hardware including inventory at remote sites (branch offices, job sites, etc.).

**KNOWLEDGE AND EDUCATION REQUIREMENTS:**

* College diploma in computer science, network administration, web technology or a related field is required.

* Certifications and/or training provided by software and/or hardware vendors would be an asset.

* Knowledge and understanding of standard networking principles and protocols is an asset.

**SPECIFIC EXPERIENCE AND SKILLS:**

* Minimum of 3 years' experience working in a help desk capacity supporting Microsoft Windows operating systems and MS Office in a corporate environment.

* Experience using remote management tools and techniques.

* Knowledge of handheld device management.

* Must be able to lift, carry and transport computers, IT supplies and IT devices.

* Exceptional interpersonal skills with a focus on listening and questioning skills.

* Strong documentation skills with keen attention to detail.

**PERSONAL ATTRIBUTES:**

* Well organized and able to demonstrate sound management of time and resources.

* Ability to effectively prioritize and execute tasks in a high-pressure environment.

* Excellent communicator with the ability to adapt the communication style to the audience.

* Team player.

* Excellent decision making and problem solving skills; shows initiative and perseverance in resolving issues.

E.S. Fox Limited is an equal opportunity employer committed to providing an inclusive workplace. We will accommodate applicants with disabilities throughout the recruitment and selection process. Please advise Human Resources to ensure your accessibility needs are accommodated throughout this process.

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