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IT Support Associate

Canada Goose inc.

This is a Contract position in Toronto, ON posted October 19, 2020.

Position Overview:

The IT Support Associate will provide first level support for all end-user systems within Canada Goose’s global infrastructure. Provide support in various IT areas including (but not limited to): end-user support, phone/voicemail administration, and special projects as needed.

Key Responsibilities:

  • Provide 1st & 2nd level support via the IT Support and Retail Queue for Windows, MacOS and POS Systems (phone, email, and in-person)
  • Management of MacOS endpoints such as security/OS updates, system settings, software deployment and troubleshooting
  • Record, track and escalate incidents via our ticketing system
  • Configure and image workstations, laptops, POS and other computing equipment as required
  • Set up new user accounts and configure required hardware
  • Configure/support printers, copiers, IP Phones and various other peripheral devices
  • Lead implementation, management and support of Audio/Video conferencing technologies
  • Coordinate with IT team on issues requiring escalation
  • Support mobile devices
  • Assist in special projects as required
  • Provide exceptional service to all departments using available resources while meeting set SLA’s
  • Document technical procedures for new technologies as well as update/maintain existing technical documentation

Experience, Education and Designations:

  • A post-secondary education required or equivalent (IT preferred)
  • Microsoft A+, Network+ considered an asset
  • 2+ years of supporting a corporate, technology-based environment with servers, workstations and IP phones
  • 2+ years of advanced support of MacOS in an enterprise environment
  • JAMF Administration
  • Advanced Audio-Visual system troubleshooting skills
  • 1+ years of experience with Audio Visual setup and configuration (Polycom)

1-2 years of experience in:

  • Basic hardware (desktop/laptop) troubleshooting; Microsoft Windows and Office troubleshooting
  • Desktop imaging and deployment technologies
  • Backup/restoring end-user systems
  • Mobile device management platform (MDM)
  • Creating and managing User Accounts
  • VPN and remote user connectivity
  • Experience with virtual desktop and thin client in an enterprise multi-site environment
  • Demonstrated experience enforcing standards policies and procedures

Knowledge, Skills and Attributes:

  • Attention to detail and committed to a high degree of accuracy
  • Possess excellent time management skills and the ability to prioritize tasks based on severity
  • Ability to support end users using different methodologies (phone, in person, web)
  • Understands the importance of good customer service skills
  • Strong verbal and written skills, and the ability to work courteously and effectively with all end users
  • Creativity and demonstrated ability working in a fast-paced environment with a high degree of change and ambiguity is critical
  • Can easily make the needed connections between systems, processes, and individuals to facilitate change
  • Ability to multitask and work efficiently under pressure
  • A team player who builds strong relationships based on trust and integrity
  • Embrace continuous improvement by proposing new and/or better ways of doing things
  • Egoless nature, continuous learner, passionate and determined
  • Follows through consistently on work commitments

Working Conditions:

  • Usually work regular business hours, but may require evenings and weekends to complete projects or maintenance on systems
  • Work in offices, manufacturing facilities, environmentally controlled server rooms
  • May require travel to local or international sites, conferences and/or seminars
  • Lifting items up to 22 pounds may be routinely required
  • On Call Support

We truly thank all applicants for their interest in joining the Goose Team, but only those candidates considered for an initial interview will be contacted.

Canada Goose Inc. is committed to delivering and improving accessibility in employment for all persons with disabilities. Accommodation is available, upon request, in the application and interview process and in the course of all other methods of selection of employees. Successful candidates for employment will be introduced to and trained in respect of all of Canada Goose Inc.’s human rights, accommodation and accessibility polices.