IT Analyst - Executive Support Specialist
IT Analyst - Executive Support Specialist
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Job Description
Do you want to be part of our innovative and entrepreneurial team
Do you thrive in an entrepreneurial environment and enjoy working in a team atmosphere Are you an outside the box thinker who strives to implement continuous improvements Do you take a strategic approach to your work Do you enjoy working in a fastpaced culture where your opinions are valued and respected
Mitacs is a national notforprofit that helps industry and nonprofit partners solve strategic challenges by leveraging Canadas worldclass postsecondary talent and a global network of industry academic and government partnerships. Through these collaborations Mitacs helps business and community partners succeed improves students onthejob skills development and strengthens Canadas worldclass innovation ecosystem. At Mitacs we strive to develop the next generation of innovators with vital research and business skills. In partnership with domestic and international companies governments and academia we support a new economy using Canadas most valuable resource its people.
To get a better understanding of Mitacs and read more about our values please visit our website
POSITION SUMMARY:
The Helpdesk team provides frontline IT support and services to Mitacs staff and other internal users as well as indirect support for external client and partnerimpacting issues reported through Mitacs Client Care and business development channels.
The Helpdesk is looking to hire an IT Support Specialist to join our dedicated team of support analysts in providing prompt efficient technical support and services to Mitacs internal staff and endusers with care and to high standards of quality and customer service.
Aligned with the role and responsibilities of the IT Analyst for general support and daytoday operations of the department the IT Support Specialist acts as the primary support contact for Mitacss CEO office and executive leaders. They prioritize their time and focus between these two areas autonomously as needed. The IT Specialist establishes and maintains a positive working relationship with the executive team and actively seeks to build trust both at an individual level and as a key representative of Mitacs Technology.
The IT Specialist is a seasoned technical support professional who is wellorganized effectively manages their workload when faced with shifting priorities and is able to switch between tasks seamlessly without constant supervision. The IT Specialist draws on broad technical knowledge and experience to quickly diagnose and address issues while also paying close attention to detail and tailoring support or solutions to minimize impact or interruption. Impeccable communication skills a courteous and approachable nature and prior whiteglove support experience or exposure to working in an executive office setting are key components to the IT Support Specialists success.
GENERAL RESPONSIBILITIES:
- Respond to new incidents and requests in order of priority and submission according to response time service level targets.
- Leverage Mitacs ITSM system (Jira Service Management) to track issues and requests maintaining a record of actions taken toward resolution.
- Apply good ticket hygiene ensuring all handled issues and requests are summarized prioritized and categorized appropriately with all required information captured.
- Provide support for a wide range of ITrelated questions procedural issues and incidents.
- Leverage all available sources of knowledge to investigate issues thoroughly maintaining high first point of contact and/or Level 1 resolution rates.
- Provide onsite inperson support for specific events that require IT presence at Mitacs offices.
- Provide remote support to endusers located throughout Canada effectively using available virtual tools (e.g. phone email MS Teams Jira TeamViewer etc..
- Proactively monitor ITSM for new issues manage and regularly update unresolved items in ones queue and ensure resolution targets are met where possible.
- Process and fulfill service requests and HR workflow requests carry out coordinate and validate fulfillment tasks (including provisioning/deprovisioning system accounts roles and permissions configuring and deploying approved hardware and software procuring and deploying mobile devices administering Exchange mailboxes and distribution groups and assigning access to thirdparty subscriptions).
- Share knowledge and information effectively by contributing to and maintaining the Helpdesk knowledge base repository (Confluence).
- Track all IT hardware and software assets consistently and accurately at all times.
- Assist with regular operational commitments (e.g. workstation vulnerability management IT procurement administration) support project activities and contribute to service optimization initiatives (e.g. user device refresh).
- Collaborate closely with other team members and other technology teams to reduce escalations and optimize issue/request handling.
- Actively participate in team meetings and contribute ideas knowledge feedback and perspectives.
IT SPECIALISTSPECIFIC RESPONSIBILITIES:
- Serve as the direct and central contact point for technology support and services for the CEO office and executive leadership team during business hours.
- Actively monitor direct and official communication channels (ITSM email mobile phone voicemail text) and prioritize responses to executive leadership/administration requests within the agreed response time target.
- Provide inperson onsite support to the Executive Leadership Team as needed (Vancouver office).
- Provide remote executive support leveraging virtual tools effectively to minimize interruption and downtime including maintaining a hotswap laptop for the CEO.
- Deliver a personalized and elevated standard of support to the executive leadership team tailoring service to individual needs where possible and ensuring a reliable quick and seamless experience.
- Minimize disruption to executives by coordinating support through executive assistants where possible and limit exposure to just the essential information (keep scheduling coordinating and other administrative communication and emails backstage)
- Log all executive issues and requests in ITSM and maintain a record of direct interactions in the work log.
- Notify and update relevant technology leadership stakeholders and coordinate with other teams to expedite resolution as required.
- Proactively coordinate remediation of device compliance issues and take preemptive steps to mitigate impact from planned service changes.
- Engage other member(s) of the team to assist in situations where the workload calls for It.
- Ensure proper handover to a designated team member to provide coverage during absences etc. ensuring alternative contact information is communicated and/or posted in as applicable.
REQUIRED SKILLS:
- Excellent written and verbal communication skills.
- Impeccable customer service skills.
- Knowledge written and spoken English is required in this role as you will interact with colleagues clients and stakeholders located across Canada. French is an asset.
- Independent worker as well as an excellent team player.
- Excellent troubleshooting problemsolving and analytical skills.
- Ability to manage multiple priorities and meet deadlines even under pressure.
- Selfmotivated capable of managing responsibilities independently and proactive in seeking direction or help when needed.
- Ability to support a broad range of hardware and software issues.
- Detailoriented and wellorganized.
- Professional approachable and courteous attitude.
OS/SOFTWARE SYSTEM KNOWLEDGE:
- Windows 11 Enterprise
- Android and iOS mobile devices
- Windows Server and Linux (Debian) server environments (conceptual knowledge)
- Microsoft Office 365 applications and services (Teams Outlook SharePoint OneDrive Power BI Planner Power Automate Word and Excel)
- Microsoft Exchange: mailbox and group administration
- Microsoft Azure/Active Directory/Microsoft 365 Admin Console
- Basic knowledge of LAN/WAN environments
- Jira Service Management (or similar ITSM system) Confluence Jira Software
- TeamViewer
QUALIFICATIONS:
- Diploma or certificate from a recognized information technology program or equivalent experience.
- Two to four years of technical support experience as an IT/helpdesk analyst deskside support or similar role within a small/mediumsized corporate setting.
- Previous experience providing whiteglove service Csuite/executive support or similar is considered highly advantageous.
- Preference given to candidates with ITIL CompTIA A and/or MCTS certification.
PREREQUISITES:
- Must be located within commuting distance from the Vancouver (BC) Metro area and University of British Columbia Campus or otherwise able to attend the office in person on a frequent and reliable basis.
- Must be willing and able to attend Mitacs Vancouver office at short notice (e.g. next business day) for executive support as/when needed.
- Mitacs has a hybrid remotefirst workplace with a predominantly remote workforce. A suitable quiet and safe home or remote workspace with a reliable private WiFi connection is essential for carrying out the general duties of the role.
- Must be able to lift 20 kilograms occasionally.
- Ability to type at a speed of 30 words per minute or greater.
- Willing to travel within Canada to attend or support team retreats or other major events.
Hiring Range: $63920 $75905
Hiring and Salary Range Transparency
Typically employees are hired transferred or promoted within the salary range specifically between the minimum and midpoint in the hiring range.
The salary range refers to the range of base salaries for a given position encompassing the minimum and maximum amounts. The midpoint of the range is positioned approximately halfway between the minimum and maximum indicating a fully qualified employee with comprehensive job knowledge and experience for the role.
Only in rare and exceptional circumstances where a candidate has the experience skills and expertise that far exceed those required for the position would we consider paying above the hiring range for this role.
Equity diversity and inclusion (EDI) and decolonization are core values at Mitacs:Equity Diversity and Inclusion Mitacs. We believe a diverse workforce comprised of individuals with different ideas strengths interests and backgrounds (e.g. gender identities and expressions Indigeneity race abilities sexual orientation and other identities) are crucial to our success. We welcome everyone to apply and encourage you to connect with us if you require accommodations during the recruitment process.
Required Experience:
Senior IC
Employment Type
Full-Time
