The IT Support Specialist plays a crucial role in leading IT at the Angus Reid Group (ARG) whilst ensuring the seamless day-to-day operations of the company's IT systems, enhancing the end-user technology, enabling efficient day-to-day operations of Angus Reid Group and overseeing the functioning of technology operations.

With a deep understanding of the evolving IT landscape and the growing business at ARG, the incumbent will play a crucial role in the day-to-day operations of the company. This role offers a unique opportunity for an IT professional to take ownership of IT support from the ground floor of a growing enterprise.

This position is responsible for IT support of end-users, requiring effective communication, the ability to articulate technical concepts to non-technical individuals, and prompt responses to all IT-related inquiries. Additionally, the role involves operational safeguarding of the company's systems, intellectual property (IP), and digital content through knowledge of security and compliance measures, under the guidance of ARG Information Security leadership.

Accountabilities and Responsibilities:
1. Network Architecture and Design:

Support the transition efforts from current IT support to ARG in-house managed IT services.
Implement and manage a best-in-class IT footprint that provides full service to ARG businesses and IT/IS needs

2. User Support:

Provide timely resolution to user requests, covering software applications, mobile devices, computer equipment, meeting room support, and networks.
Record resolution details and follow-up information.

2. Onboarding and Configuration:

Create accounts and configure hardware as part of the onboarding process.
Set up computers, install and configure software for various applications and programs.

3. Security and Compliance:

Implement security best practices to ensure the security of data, services, systems, and computing resources.
Lead incident response activities and participate in detection, analysis, containment, eradication, and recovery.
Conduct regular vulnerability assessments, prioritize and remediate vulnerabilities, and ensure resilience against emerging threats.

4. Policy Compliance

Enforce security policies, procedures, and standards to ensure compliance with regulatory requirements and industry best practices
Aid in development and review of security policies across the organization

5. Security Awareness and Training:

Promote a culture of security awareness and training for staff on security best practices.
Be the "face" of ARG Information technology and Security

6. Audits and Assessments:

Facilitate security audits and assessments to identify weaknesses and recommend enhancements.
Draft and contribute content in response to Client requests for IT and IS information, questionnaires, RFIs, inquiries, audits and other similar processes.

Job Specifications:

Diploma or Certification in Technology Support/Computer Systems Technology.
5+ years of experience in a similar role supporting over 40 users.
A+ Certification and other industry Certifications are assets.
Strong troubleshooting skills in Windows 10 and 11.
Technical knowledge of network and PC hardware.
Ability to communicate technical concepts clearly to non-technical individuals.
Ability to multitask in a fast-paced environment.
Team player with the ability to work independently and collaboratively.
Solid communication, interpersonal, and customer service skills.
Analytical and problem-solving skills to assess and troubleshoot issues.
Understanding of business context to provide holistic and sustainable solutions.
Knowledge of current and emerging technologies.
Proficiency in Windows, Word, Excel, Visio, and Outlook.
Familiarity with Office 365, OneDrive, Microsoft Azure, and Mobile Device Management (MDM) systems (Microsoft Intune).
Proficiency in Active Directory and PowerShell.
Familiarity with communications hardware/software.
Knowledge of personal computer hardware/software configuration.
Understanding of Antivirus, Anti-malware, and Backup/Recovery.
Familiarity with basic cybersecurity principles and concepts.

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IT Support Specialist