The Role, IT Support Specialist
-Hybrid role in Abbotsford, Canada
Overview: The IT Service Desk Specialist provides single point of contact support for end users to receive assistance and maintenance within the organization's desktop and telecommunications environment. This includes installing, diagnosing, repairing, maintaining, and troubleshooting all hardware/software applications and equipment (including, but not limited to, PC/Mac systems, mobile devices, printers/scanners, a/v services) to ensure an optimal working environment. The IT Service Desk Specialist also troubleshoots technical issues in a timely and accurate fashion, and provides end-user assistance where required, in-person and remote.

Your Most Important Initiatives:

• Incident Management: Handle and resolve user issues promptly.
• SLA Adherence: Ensure timely responses and meet service level agreements (SLAs).
• Ticketing System: Resolve complex support requests using a ticketing system.
• User Support: Deliver friendly, knowledgeable, and reliable user assistance.
• Global Support: Provide support to staff worldwide, addressing hardware and system-related issues.
• Knowledge Management: Ensuring all user guides, frequently asked questions and process documents are of a high standard and provide quality information to our users and team members.
• Collaboration: Ensuring all employees can use company issued collaboration technologies and proposing new and innovative ways to enhance productivity through collaboration.

Key Result Areas:

Tickets:

• Time to assign
• Ticket data quality (category, notes, resolution, etc.)
• Ticket update quality (keeping customer updated)
• Time to close
• Resolution satisfaction survey

Assets & KPI:

• Asset logging and update quality
• Collaboration support for all employees ensuring the best possible productivity and collaboration with the supported technologies.
• Staying informed with current and upcoming technologies
• Knowledge Management providing quality guides, documentation and process guidelines.
• Time to assign (based on the IT staff member's working hours) •
• Standard ticket within one business hour •
• Critical ticket within 15 business minutes
• Closure speed based on Category & Criticality SLA

What You Bring:

• Experience working in a Tier 2 Technical Support role
• Technical Background: Strong understanding of IT systems and technologies.
• Problem-Solving Skills: Ability to analyze and recommend solutions.
• Communication: Excellent communication skills to interact with users and stakeholders. Process-Oriented: Familiarity with ITIL-based service support processes.

Our success is rooted in a wonderfully wholesome culture, best defined by our four overarching values:

• Authentic Relationships - People are never a means to an end.
• Continuous Learning - Test every assumption and never stay stagnant.
• Interdependence - We build systems that require everyone to perform with excellence, we are a team, and we succeed or fail together.
• Data Driven Decisions - Because wisdom requires understanding the facts of the matter, disputes between competing perspectives are resolved with data.

If you have any questions about your personal data privacy at SiteDocs, please visit our privacy page.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be!

If you need special assistance or accommodation while seeking employment with us, please email [email protected] or call: (703) 547-8588. We are interested in every qualified candidate who is eligible to work in Canada. However, we are not able to sponsor visas.

This role is a #LI-Remote opportunity.

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