{"id":1169590,"url":"https://alion.io/job/celebrating-30-years-of-workforce-development-it-support-specialist","title":"IT Support Specialist","company":{"id":1225034,"name":"North Superior Workforce Planning Board","domain":"nswpb.ca","url":"https://alion.io/company/nswpb","size_band":"5000+","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Markham, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":54185,"max":67732,"currency":"USD","period":"year","gross":null,"usd_annual":67732},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Incident Management","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Outlook","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-08-28T20:17:08Z","employer_posted_date":"2026-08-28","last_verified_at":"2026-09-24T20:21:51Z","board_verified":true,"closed_at":null,"days_open":27,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":27},"description":"SUMMARY\nThe IT Support Specialist serves as the first point of contact for employees and customers requiring technical assistance. This role is responsible for providing timely, professional, and effective support for hardware, software, network, and application-related issues while delivering an exceptional customer experience.\nThe successful candidate is highly customer-focused, demonstrates a strong sense of ownership, and is committed to resolving issues efficiently while ensuring customers feel supported, informed, and valued throughout the support process.\nThe representative is expected to take ownership of the customer experience from initial contact through resolution or appropriate escalation. They proactively communicate issue status, coordinate effective handoffs when required, and ensure customers receive a seamless support experience.\nIn addition to support responsibilities, the representative assists with the creation and delivery of user training, end-user communications, knowledge articles, system documentation, and user acceptance testing (UAT) activities for new applications, system enhancements, and technology initiatives. This includes helping users adopt new technologies, validating system functionality, identifying usability issues, and ensuring solutions meet business and customer needs.\nThis role requires a strong commitment to customer obsession, continuous improvement, and collaboration to ensure every interaction contributes to a positive and productive user experience\nKEY DUTIES & RESPONSIBILITIES\nCustomer Support & Incident Management\nServe as the first point of contact for IT support requests received by phone, email, chat, and self-service portals.\nRespond to incidents and service requests in a timely, professional, and customer-focused manner.\nDiagnose, troubleshoot, and resolve Level 1 hardware, software, application, account access, single sign-on and network connectivity issues. \nRecord, categorize, prioritize, and track incidents and requests leveraging respective organization's IT Service Management (ITSM) platform.\nEscalate unresolved or complex issues to appropriate support teams while maintaining ownership and accountability for the customer experience.\nMonitor ticket queues and ensure service level agreements (SLAs) are consistently met.\nCollaborates with other support groups (e.g. BGIS Corp IT, etc) to help resolve support requests when required.\nCustomer Experience & Customer Obsession\nDeliver exceptional customer service by demonstrating professionalism, empathy, patience, and responsiveness in every interaction.\nTake ownership of customer issues from initial contact through resolution, ensuring customers receive timely updates and follow-up.\nCommunicate technical information in clear, user-friendly language.\nPerform warm handoffs when transferring issues to other support teams to ensure a seamless customer experience.\nProactively identify and address customer concerns before they escalate.\nBuild trust and confidence with users by consistently meeting commitments and following through on actions.\nChampion a customer-obsessed culture by continuously seeking opportunities to improve the user experience.\nUser Training & Communications\nAssist in the development and delivery of end-user training sessions, workshops, and onboarding activities.\nCreate and maintain user guides, quick reference materials, FAQs, and knowledge base articles.\nSupport the development and distribution of IT communications, including service announcements, outage notifications, system updates, and awareness campaigns.\nPromote technology adoption by proactive user outreach and educating users on system features, best practices, and available support resources.\nGather user feedback and recommend improvements to training materials and communication strategies.\nTesting & Quality Assurance\nParticipate in User Acceptance Testing (UAT) for new applications, system enhancements, upgrades, and technology initiatives.\nExecute test scripts, document results, and identify defects or usability issues.\nValidate that solutions meet business requirements and user expectations.\nCollaborate with technical teams and business stakeholders to resolve issues identified during testing activities.\nAssist in validating production deployments and post-release functionality.\nAccount & Technology Support\nProvision, modify, and decommission user accounts and system access in accordance with security and compliance requirements.\nSupport workstation deployments, software installations, equipment setup, and mobile device configuration.\nAssist with user onboarding and offboarding activities.\nMaintain accurate asset inventory and support records where required.\nDocumentation & Continuous Improvement\nMaintain detailed and accurate ticket documentation and troubleshooting notes, tracking of key Account IT registers e.g. (User Access, Shared Mailboxes, Connected SSO domains)\nContribute to the creation and maintenance of support procedures and knowledge management resources.\nIdentify recurring issues and recommend process, system, or service improvements.\nParticipate in team meetings, training sessions, and continuous improvement initiatives.\nStay current with supported technologies, applications, and customer service best practices.\nCollaboration & Teamwork\nWork collaboratively with IT teams, business stakeholders, vendors, and customers to resolve issues and improve service delivery.\nSupport project activities as required, including testing, communications, deployment, and user readiness activities.\nShare knowledge and best practices with colleagues to improve overall team effectiveness.\nDemonstrate a positive, customer-centric attitude and contribute to a culture of accountability, collaboration, and continuous improvement.\nCollaboration & Teamwork\nOwn the customer experience, not just the request/ticket.\nEnsure customers never have to chase updates or repeat information.\nFocus on outcomes and successful resolution rather than simply closing tickets.\nDeliver every interaction with professionalism, empathy, urgency, and accountability.\nConsistently seek opportunities to exceed customer expectations and improve satisfaction.\nKNOWLEDGE & SKILLS\n MINIMUM EDUCATION: Community college diploma or equivalent training (e.g. RPA, CET).\n JOB-RELATED EXPERIENCE: More than one year up to three years.\n2+ years of experience in a desktop support, IT support, or comparable role.\nHighly developed troubleshooting/problem solving skills.\nExcellent customer service skills.\nExcellent written and verbal communication skills (English).\nKnowledge of the latest Windows operating systems.\nKnowledge supporting Windows applications (Word, Excel, Outlook, Teams, Internet Explorer/Edge/Chrome, etc.).\nKnowledge of Microsoft Active Directory and/or Entra ID.\nKnowledge of IT security practices\nKnowledge of Microsoft Azure and/or AWS is nice to have.\nKnowledge of macOS is nice to have.\nWorks well independently or in a team setting, under pressure and within time constraints.\nAbility to prioritize competing priorities appropriately.\nDemonstrates proficiency using Microsoft applications (Word, Excel).\nProficiency using any help desk, facilities management or CMMS technologies, an asset.\nLicenses and/or Professional Accreditation\nNone required.\nThis is a regular, full-time position with a salary range of $54,185 - $67,732 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education and performance related to this role.","description_format":"text","description_chars":7581,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Human Resources"],"lifecycle":[{"event":"open","at":"2026-09-24T06:08:54Z"}],"liveness":{"score":15,"band":"cold","label":"Long shot","p_open":1,"p_active":0.525,"p_room":0.28,"age_days":27,"expected_fill_days":12,"reasons":["conf:0","win:tail","crowd:junior,brand"],"computed_at":"2026-09-24T20:49:12Z"},"pay":{"stated_usd_annual":67732,"is_top_pay":true},"html_url":"https://alion.io/job/celebrating-30-years-of-workforce-development-it-support-specialist","json_url":"https://alion.io/job/celebrating-30-years-of-workforce-development-it-support-specialist.json","meta":{"generated_at":"2026-09-24T20:49:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}