POSITION SUMMARY:
The IT Support Specialist provides first-level technical support to employees by troubleshooting hardware, software, and network-related issues. This role is responsible for responding to user inquiries, documenting support activities, escalating complex issues, and supporting daily IT operations to ensure efficient and reliable technology services across the organization.
LOCATION REQUIREMENTS:
The role is situated on-site in Camrose, AB and is not a remote or hybrid position.
ESSENTIAL JOB FUNCTIONS:
• Respond to initial telephone and email inquiries regarding IT related issues.
• Troubleshoot and resolve relatively simple hardware, software, and network problems.
• Recognize, document, and escalate more complex technical issues when required.
• Log and track support calls, requests, and resolutions through the ticketing and help desk system.
• Set up new computer systems, including moves, additions, and configuration changes.
• Install, configure, and maintain desktops, laptops, printers, and related peripherals.
• Assist with user account setup, password resets, and access requests.
• Document IT processes, troubleshooting procedures, and system configurations.
• Support Microsoft Office / Microsoft 365 applications and basic networking connectivity.
• Provide friendly and professional customer service to internal users.
• Collaborate with team members to support ongoing IT projects and operational needs.
• Maintain IT equipment inventory and asset tracking.
• Monitor and maintain network connectivity and internet access.
• Participate in IT improvement initiatives and process optimization projects.
• Maintain confidentiality and security of company and employee information.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Strong organizational and time-management skills.
• Shop-floor device/printer troubleshooting.
WORKING RELATIONSHIPS/REPORTING:
Reports to IT Manager - Canada
JOB REQUIREMENTS:
EDUCATION:
• Diploma, certificate, or post-secondary education in Information Technology, Computer Systems Technology, Network Administration, or a related field preferred.
• Equivalent combination of education and relevant work experience may be considered.
• Industry certifications such as Microsoft certifications, or similar technical certifications are considered an asset.
QUALIFICATIONS/REQUIREMENTS:
• 1–3 years of experience in an IT support, helpdesk, or technical support environment preferred.
• Strong understanding of computer hardware, software, operating systems, and basic networking concepts.
• Experience supporting Microsoft Windows and Microsoft 365 applications.
• Familiarity with Active Directory, VPN connectivity, printers, and remote support tools considered an asset.
• Ability to work independently and collaboratively within a team environment.
• Strong organizational skills with the ability to prioritize multiple tasks and deadlines.
EQUIPMENT TO BE USED: Must be able to operate computers and other office machines such as telephones, photocopiers, and other office equipment as the job requires.
PHYSICAL DEMANDS:
• Prolonged periods of sitting and working at a computer workstation.
• Ability to lift, carry, and move computer equipment, monitors, printers, and peripherals up to 25–50 lbs.
• Occasional bending, kneeling, crouching, and reaching while installing or troubleshooting equipment.
• Ability to travel between office or plant locations, as required.
• Must be able to wear required PPE when entering production areas (e.g., safety footwear, hearing protection, safety glasses), if applicable.
MENTAL DEMANDS: Must handle diverse work problems daily. Must be able to resolve problems, handle conflict and make effective decisions under pressure. Must relate and interact with people at all levels in the Company.
WORKING CONDITIONS: Ability to navigate between office spaces, production areas, and inventory locations throughout the day.
PERMA-PIPE provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender (including pregnancy, gender identity, equal pay and sexual orientation), national origin, age, mental or physical disability, veteran status or genetic information.
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