IT Workplace Service Specialist

Position Summary:

The Workplace Service Specialist is a member of the IT Helpdesk team led by the Workplace Service and Innovation Manager. Please note that this role is on-site.

Riverside IT Helpdesk is staffed by both employees and 3rd party service providers. The helpdesk supports Riverside users to use workplace technologies and solutions effectively and efficiently. The users are based at sites in GTA, Calgary, Chicago, Europe and at home offices. Helpdesk support is provided during regular business hours and after hours. The workplace technologies and solutions that are utilized at Riverside include computers (PC and Mac) and peripherals, printer, RF scanner, VoIP phone, cell phones, tablets, Microsoft Office 365 applications, such as Outlook, Teams, OneDrive, etc., MFA, Adobe, DocuSign, Shared Drive, websites and domains, AWS, Azure cloud, ITSM, and other desktop and Cloud based solutions.

Primary Responsibilities:

• Troubleshooting of all on-prem IT related equipment such as Windows and Mac laptops/desktops, tablets, phones, printers, scanners, and other end user devices.
• Troubleshooting user issues escalated from 3rd party helpdesk service provider.
• Fulfilling change requests that require on-site actions, such as hardware deployment.
• Delivering the IT part of the user on-boarding and off-boarding process.
• Deploying, tracking, maintaining and decommissioning of workplace technologies and solutions.
• Administering and supporting Office 365 environment, including users, Exchange Online, SharePoint, Teams, and Single Sign-On (SSO) integration.
• Providing user-training in the workplace technologies and solutions.
• Managing RMA (Return Merchandise Authorization) and repair process for all IT devices
• Coordinating the support provided by other 3rd parties for technologies such as Printers, RF Scanners, Meeting room A/V etc.
• Maintaining comprehensive and up-to-date knowledge of the workplace services and solutions.
• Tracking Incident and Change Request SLA.
• Looking continuously for opportunities to improve the helpdesk process.
• Leading tasks to implement new or to improve existing workplace services and solutions.
• Collaborating with other members of the IT Infrastructure team to implement new or to improve existing IT infrastructure solutions, such as Network Operations, Cybersecurity Operations, Disaster and Recovery Plan of IT infrastructure etc.
• This is a full-time on-site position.
• This role requires traveling within Canada and the USA up to four times a year, as well as regularly to multiple sites in the GTA area. Requires working occasionally outside of the regular business hours due to project work or IT emergencies
• Other duties as required.

Reporting Relationships

• This position reports to the Workplace Service and Innovation Manager
• This position does not have direct reports.

Qualifications

• Post-Secondary diploma in Information Technology related fields.
• Minimum of 3 years of experience as an IT support technician.
• Must have hands-on experience in using and supporting common IT hardware, such as computer, printer, tablets etc.
• Must have hands-on experience in using and supporting key Microsoft 365 applications, such as Outlook, OneDrive, Teams etc.
• CompTIA A certification is a strong asset.
• Must have experience in using common ITSM solutions. ITIL or other ITSM certifications strongly preferred.
• Microsoft 365 administration experiences preferred. Microsoft 365 administration certification is an asset.
• Hands-on experience with core IT infrastructure components, including DNS, DHCP, Active Directory, file servers, and general server administration (Windows Server preferred).
• Experiences in IT network operations and Cybersecurity operations are preferred.
• AWS training, certification is an asset.
• PASSIONATE and has a desire to learn, roll-up their sleeves and set an example as a "doer".
• Ability to lift and move items up to 49 pounds.
• Ability to prioritize and multitask multiple projects at the same time.
• Ability to work autonomously.
• Ability to work well under pressure in a fast-paced environment.
• Ability to walk in and around the warehouse frequently throughout the shift.
• Candidate must have a valid driver's license and maintain a reliable means of transportation.
• Strong problem-solving skills and attention to detail and accuracy.
• Excellent interpersonal and collaboration with a proven ability to successfully deal with complex issues working within the context of cross-functional teams.
• Strong verbal, written and interpersonal skills.
• Exceptional time management and organizational skills, self-starter with a high level of initiative and ADAPTABILITY
• TEAM player with a positive attitude.
• Demonstrates HUMILITY throughout the company on a daily basis.
• Aptitude to exhibit, RESPECT and protect Riverside's Core Values in a changing environment