IT Specialist

POSITION SUMMARY
Provide hands-on technical support leveraging automation and Microsoft 365 cloud technologies. Install, maintain, and troubleshoot desktops/laptops, peripherals, software, telecommunications equipment, and related services for office and field users.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide Tier 1 technical support by assisting to users across various FCC Canada projects, addressing issues related to printing access and connectivity with laptop accessories
• Facilitate employee onboarding by collaborating with internal teams to identify and assign laptops based on position requirements for new hires
• Manage IT equipment inventory, overseeing laptops and cell phones while coordinating with external local vendors
• Troubleshoot issues by performing triage and addressing Level 1 application, network, and related problems
• Collaborate with higher-level support by working with Level 2 and Level 3 Support at the Headquarter Service Desk to efficiently resolve network, cloud, security, application, and vendor-related issues
• Develop educational resources by creating and maintaining materials for IT Service Management (ITSM) processes and knowledge management
• Coordinate IT processes by liaising with the HQ IT team to ensure effective communication regarding request, change, incident, and problem management
• Assist with additional IT duties at both the head office and project offices as needed

REPORTING
IT Manager / HR Manager

EDUCATION, SKILLS & QUALIFICATIONS

• Bachelor's degree in information technology, Computer Science, Information Systems, or a related field
• Strong interpersonal skills with the ability to communicate effectively across all organizational levels
• Solid understanding of project management principles
• High customer service orientation and a strong sense of urgency
• Engage in respectful and appreciative interactions
• Experienced in working within intercultural environments
• Proactive in improving IT-related processes for the benefit of the organization

JOB REQUIREMENTS

• Demonstrates excellent time management and prioritization skills
• Possesses knowledge of computer hardware and device capabilities, with a commitment to continuous learning about market trends relevant to project needs
• Displays a thorough understanding of ITIL processes and experience with Service Desk and ServiceNow (SNOW)
• Exhibits strong communication and documentation skills
• Holds specialist domain knowledge in IT Service Management
• Has general knowledge of IT networks, cybersecurity, cloud computing, and application development
• Familiarity with application development processes, including a solid understanding of IT service management concepts (ITIL) is a plus
• Knowledgeable about IT protocols, network equipment, and security measures
• Proficient in Lean methodologies and tools such as Microsoft Azure, Microsoft Intune, and Microsoft 365
• General knowledge of cloud computing, API integration, and systems integration is preferred
• Willingness to visit project locations as needed to assist project teams

FCC is an Affirmative Action/Equal Opportunity Employer and does not discriminate against any applicant for employment or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, genetics, creed, veterans’ status, military status, or any other characteristic prohibited under Federal, State, or local laws.