IT Service Desk

The Client Support Specialist II supports the IT infrastructure and user endpoints for Minto Communities. This role will be a key member of the IT team and will work very closely with the both the US based and Canadian based IT team.  

This role has three primary functions:

1. To support the Minto Communities local and remote user base by monitoring, prioritizing, responding to and owning the timely resolution all end user tickets.   (60%)
2. Performing customer facing technology support at the local sales office and model homes (20%)
3. Performing user on-boarding and off-boarding tasks; including user account, computer and mobile device setups and removal (20%)

• Provide timely computer and telephony IT Support to all Minto employees, both local and geographically dispersed
• Build an excellent working relationship with a customer service focus and “Can Do” attitude
• Deploy (and remove) computing and telephony equipment to new users and new sites
• Provision and support end user mobile devices
• Work with 3^rd party service providers, as needed, to provide on-site user support, troubleshooting and deployments
• Maintain and administer Active Directory
• Assist with network infrastructure troubleshooting and maintenance
• Troubleshoot and resolve end user mail flow issues
• Support end user anti-virus and other cyber security software and tools
• Support and troubleshoot audio and video systems at all U.S. properties
• Assist in software releases and roll-outs according to Change Management best practices
• Record, track and document all service requests and resolutions in an effort to build a knowledge base
• Asset management of all IT hardware and software
• Perform hands-on fixes at the end user level, including installing and upgrading software, installing hardware and configuring systems and applications.
• Test fixes to ensure problems have been adequately resolved.
• Assist with development of IT documentation for end users
• On-Call afterhours rotation

Education and Experience:  College diploma or university degree and up to 3 years of relevant work experience.

Skills, Knowledge and Abilities:

• Experience with desktop and server operating systems, including Windows 10, Windows 11
• Experience with thin client technologies such as Citrix XenDesktop
• Experience with mobile technology including iPhone, iPad and Android
• Experience with Active Directory
• Experience with Exchange and spam filtering
• Experience with computer hardware, software
• Experience with switches, firewalls, wi-fi access points and cabling
• Experience with anti-virus and cyber security software and tools
• Experience with multi-function printers
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on customer service
• Strong documentation and instruction writing skills

Personal Attributes

• Highly available, responsive and detail oriented
• Ability to conduct research into a wide range of computing issues is required
• Ability to absorb and retain information quickly
• Ability to contribute ideas in a team setting
• Highly self-motivated and directed
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a fast-paced environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment

Work Conditions

• Typically a 5 day work week, onsite, with regular office hours
• Periodic, shared after hours on-call support for emergencies
• Occasional after hours support for scheduled maintenance activities
• Reliable vehicle required and valid driver’s license for offsite services/support
• Lifting and transporting of moderately heavy objects, such as computers and peripherals
• Occasional availability to travel to remote sites in the southeast U.S.