Information Systems Support Technician

Job Description

Position Summary

The Information Systems Support Technician provides front-line technical support for UTRCA staff by responding to, triaging, and resolving both information systems (IS) and information management (IM) service requests. This position is responsible for diagnosing and troubleshooting workstation hardware, software, Microsoft 365 tools, mobile devices, IP voice phones, and network connectivity issues with users in the office, working remotely, or in the field.

Responsibilities

• Act as the first point of contact for IT (IS/IM) support, handling and triaging service requests.
• Troubleshoot and resolve issues across devices (desktops, laptops, mobile, peripherals) and Microsoft 365 applications.
• Support user onboarding, account setup, workstation preparation, and field staff mobile/connectivity needs.
• Install, configure, and maintain hardware, software, and approved tools while supporting asset inventory and lifecycle tasks.
• Assist with SharePoint and information management, including document organization, permissions, and user support.
• Escalate complex issues with clear documentation, maintain knowledgebase content, and report recurring problems with improvement suggestions.
• Provide support for meeting technology, telephony, and basic software updates/patching under guidance.
• Deliver strong customer service, contribute to documentation/training materials, and participate in IT projects and deployments.
  

Qualifications And Experience

• Completion of a post-secondary program in an IT-related field (e.g., computer science, computer programming, computer systems technician, or network administration).
• Industry certifications such as CompTIA A+, Network+, Microsoft 365, or equivalent training are considered an asset.
• 1–3 years of client-facing technical support experience, providing assistance in person or remotely.
• Strong experience supporting end-user devices (desktops, laptops, mobile devices, printers), including setup, configuration, and basic troubleshooting.
• Proficiency in Microsoft 365 and Office applications, with solid knowledge of Windows (10, 11).
• Familiarity with help desk/ticketing systems; experience with Active Directory, Group Policy, or endpoint tools is an asset.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly and build strong working relationships.
• Strong problem-solving, analytical, and troubleshooting skills, with sound judgment and the ability to handle routine issues independently.
• Self-motivated and able to manage multiple priorities, adapt to changing workloads, and maintain a commitment to continuous improvement.
• Able to travel between UTRCA locations as required.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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