In this role, you will be responsible for working collaboratively across each of our locations. As an integral part of the IT Support Team, you will support users across EHN's facilities by troubleshooting, coordinating, and providing recommendations for resolving issues with company systems, networks, and applications. With a passion for providing timely IT support, you work to develop positive relationships with internal business units, external service providers, and vendors. As a skilled IT Support Coordinator, you excel at problem-solving and analysis, planning and organizing and have high attention to detail. You are customer service-oriented, have excellent communication skills and thrive in a fast-paced changing environment.

Job Function and Duties:

• Coordinate IT Support across the country with contractors, vendors, and co-workers
• Analyze and resolve complex performance problems and outages to software products and systems support, escalating to and working with vendors as required.
• Identify function and provide 2nd & 3rd level support with additional knowledge of escalation channels. 
• Work directly with MDMs and external vendors to ensure seamless IT service delivery. 
• Evaluate and install computer hardware, networking software, and operating system software. 
• Provide technical assistance and support for applications, servers, PCs, laptops, printers, scanners, phones, cell phones, wireless network devices, and other departments specific hardware/software. 
• Perform daily monitoring of the environment to address incidents proactively and reactively in the production environment. 
• Provide inventory control and lifecycle asset management for end-user computing devices. 
• Analyze configurations, design from internal development teams, and build out a basic understanding of applications.
• Create and maintain comprehensive documentation for IT processes, systems, and incident resolution, to ensure the capability of the team to restart services and troubleshoot front-end issues.

Requirements:

• Experience with ticketing systems 
• Strong administration and organizational skills with an ability to handle confidential materials in a professional manner.
• Demonstrates a strong attention to detail and a willingness to work under tight deadlines as required.
• Proven ability to communicate effectively in English, written and verbal.
• Excellent customer service skills, including follow-through.
• Results oriented with a sense of urgency and high standards for quality production and performance.
• Willingness to learn and take on challenges.
• Polite, courteous, professional demeanor

Nice to haves

• Knowledge of/Experience with Service Now and Jira Service Management
• Microsoft, Apple, or any other certificates are preferred.
• Experience with Exchange, Office 365, Microsoft Azure
• ITIL (Information Technology Infrastructure Library) Foundation certification

Qualifications:

• Post-secondary diploma/degree or certificate from an accredited college or university in IT related Troubleshooting skills with mobile and desktop technologies
• Working knowledge of software, hardware, and other equipment

Additional Important Requirements:

• Laptop 
• Strong Internet Connection