JSI is seeking a highly skilled and customer-focused IT Technical Support Specialist to join our team. This role is ideal for a troubleshooting rockstar who thrives in a fast-paced environment, is passionate about delivering exceptional support, and has a broad technical skillset. You will be the first line of defense for all incoming IT support requests, managing the help desk, monitoring systems, triaging issues, and escalating to senior technicians and SMEs when necessary.

Responsibilities:

• Act as the primary point of contact for Tier 1 technical support, triaging requests, resolving issues, and escalating complex problems.
• Manage the help desk ticketing system, ensuring timely resolution, clear communication, and accurate documentation.
• Support end-user hardware, software, and peripheral issues across desktops, laptops, mobile devices, and printers.
• Provide onboarding and offboarding support, including device setup, account provisioning, and access management.
• Perform routine system maintenance and updates to ensure optimal performance, security, and compliance with IT policies.
• Administer user access and permissions in Active Directory, Microsoft 365, and other enterprise platforms.
• Maintain and improve support documentation, including troubleshooting guides and knowledge base articles.
• Coordinate with senior IT staff, vendors, and third-party support teams to resolve escalated issues and service requests.
• Assist with IT asset management, including inventory tracking, deployment, and decommissioning.
• Promote user education and continuous improvement, delivering basic IT training and identifying opportunities to enhance support processes

Required Skills and Experience:

• Excellent troubleshooting and problem-solving skills.
• Excellent communication and customer service abilities.
• Proven experience in technical documentation and knowledge base management.
• Proficiency in the following technologies:
  • Laptop/desktop hardware configuration and support
  • Windows OS and Windows Server administration
  • Domain administration (Active Directory)
  • Microsoft 365 administration
  • Microsoft SharePoint / OneDrive
  • Microsoft Exchange
  • Basic networking (TCP/IP, DNS, DHCP)

Desirable Skills:

• PowerShell scripting
• Familiarity with VMware or other virtualization environments
• Experience working with Linux systems
• Familiarity with Atlassian Confluence or other documentation platforms
• macOS, iOS, and Android support experience

Qualifications:

• Diploma or degree in Computer Science, Information Technology, or related field.
• 3+ years of experience in a technical support or help desk role.
• Relevant certifications (e.g., CompTIA A+, Microsoft, VMware) are a plus.
• Must be eligible to obtain and maintain up to a top secret security clearance.
• This role requires an onsite presence at our Kanata Office.