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IT Support Technician

The PBAS Group

This is a Full-time position in Ottawa, ON posted February 18, 2021.

The PBAS Group of Companies, providing a wide selection of services, including: Consulting, Disability Management and Third-Party Administration to pension and benefit plans, is currently recruiting for a qualified individual to assume the responsibilities of an IT Support Technician in their Toronto location.

This is a permanent, full-time opportunity, in a fast paced, challenging work environment.

The PBAS Group offers training and development opportunities, and a competitive compensation package, including full benefits and a company pension plan.

Reporting to the Senior Manager of IT, the IT Support Technician is a first level support role, requiring excellent interpersonal and communication skills.

The successful candidate will: triage incoming requests to determine priority and assign as appropriate; troubleshoot and resolve the request; engage other members of IT for assistance (when appropriate); and provide customer service to the user community.

In addition to being well-versed in all aspects of business applications, computers/laptops/thin clients and other technologies, the candidate must have excellent interpersonal and communication skills.

In order to support PBAS offices located in Alberta and British Columbia, in addition to any scheduled off-hours activities, the role may require a work schedule ending at 8pm Key Responsibilities: Provide first level contact and technical support for approximately 150 local and remote users Respond to queries on the phone, via email, in person, or through remote access, while ensuring requests and resolutions are documented via PBAS’s ticketing system Troubleshoot and resolve incidents and address requests Assist on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware and software Provide training and support to ad-hoc questions Perform periodic and routine maintenance of the IT infrastructure Participate in IT activities such as the annual Disaster Recovery Test and weekend support on a rotating basis Qualifications: Minimum 2-3 years’ experience in a similar IT role Exceptional customer service skills – polite/respectful, professional, and organized with a great attitude Experience with ITIL-based tools, Microsoft Office (Excel, Word), Microsoft Sharepoint and Microsoft SQL Experience configuring and supporting Windows-based devices and printers with server and network infrastructure an asset Ability to work with minimal supervision and demonstrate appropriate initiative when making decisions High level of integrity and confidentiality Exposure to security related tools, scripting and ITSM would be an asset Bilingual [English and French] would be an asset Physical Demands: The majority of working time will be spent sitting and using office equipment and computers Some lifting of computer equipment, supplies and materials will be require Some bending/reaching/kneeling will be required when setting up and checking systems at workstations and other work areas.