IT Technical Support Specialist

Position: IT Technical Support Specialist

Department: Information Technology

Reports to: Manager, IT Help Desk

POSITION SUMMARY:

The IT Technical Support Specialist plays a crucial role within the service desk and Infrastructure teams delivering exceptional customer service for Abbotsford Canucks, Aquilini Group (AG), and Canucks Sports & Entertainment (CSE) on technical issues. The selected candidate will be assisting end users, and troubleshooting company supported software and hardware. This role will also work alongside IT Infrastructure team members to respond to systems and related escalations, requests, and projects. The incumbent will also adopt and foster a team approach to problem-solving.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

(Other duties may be assigned as required)

• Providing second level support on computer hardware and software issues on both Microsoft and Apple platforms
• Technical specialist in Microsoft intune, active directory, and Mac management controls
• Ensuring timely recording, tracking, escalation, and resolution of end-user technical problems and requirements received via telephone, e-mail, or in person
• Recording all calls in the Technology Ticket Management System as per escalation procedures and priority settings and assigning to appropriate Technology staff member
• Tracking IT hardware and software inventory
• Assisting in documenting and communicating user/technical service policies for products
• Developing reference, training materials, and providing end-user training
• Collaboratively liaising with other team members, departments, and appropriate vendors, following issues through to resolution
• Developing and participating in actions to maintain and improve risk management and compliance programs
• Developing and maintaining systems documentation
• Assisting in evaluation and selection of systems hardware and software
• Supporting outside normal business hours, including events at Rogers Arena and Abbotsford Centre
• Supporting various off-site locations servicing companies within the AG Group

REQUIRED EXPERIENCE AND QUALIFICATIONS

• Associate degree in the field of computer science and/or 3 years equivalent work experience.
• 2 - 3 years' experience within the Information Technology industry in a support capacity
• Proficient in the Microsoft Ecosystem, including Office/O365, Exchange, Remote Desktop and Desktop OS
• Experience in supporting & maintaining and system infrastructure such as Active Directory and Windows Server applications
• Strong knowledge of Apple MacOS and iOS devices
• Thrives in a fast-paced, team-oriented environment, handling multiple tasks efficiently and collaboratively
• Strong organizational skills and attention to detail, with the ability to multi-task and balance priorities
• Exceptional written and verbal communication skills, fostering clear and concise interactions with both technical and non-technical stakeholders
• Excellent research, consulting, analytical and probing skills (i.e., know how to ask the right questions to determine and meet needs)
• Solid problem solving and troubleshooting skills coupled with a willingness to learn
• Possess a valid driver's license and vehicle
• Ability to work flexible, extended hours, as required.

Vancouver is one of the most diverse cities in the world and Canucks Sports & Entertainment strives to create a workforce that is inclusive, equitable, and represents our beautiful, unique community. We value unique perspectives, ideas, and creativity that support a diverse, inclusive, respectful, collaborative, and fun work environment. Canucks Sports & Entertainment is committed to building and supporting a diverse team.

This position will remain open until filled.