IT Support Technician

Role Summary
The IT Support Specialist provides reliable responsive technology support to Modern Niagara employees by maintaining endâuser devices applications and systems. This role supports Tier 1 requests resolves technical issues efficiently and ensures employees can work productively and securely. Success is demonstrated through timely issue resolution strong customer service and stable wellâmaintained IT environments.

Why This Role Matters to Modern Niagara
Reliable IT support is essential to keeping Modern Niagaras teams connected productive and safe. This role directly supports business continuity across offices and project sites by minimizing downtime maintaining secure systems and enabling employees to focus on delivering highâquality work to clients.

Key Impact / Purpose

• Deliver consistent Tier 1 support that minimizes disruption and supports daily operations.
• Maintain secure and reliable endâuser computing environments through proactive troubleshooting maintenance and improvement.
• Support national teams through responsive service collaboration with internal partners and vendors and shared ownership of service quality.

Duties and Responsibilities

• Maintain endâuser computing and mobile devices applications and peripherals.
• Provide handsâon desktop and deskside support including installing and upgrading software installing hardware and configuring systems and applications.
• Support basic Tier 1 requests including application installation configuration and troubleshooting.
• Prioritize support requests based on urgency and business impact.
• Build strong rapport with users to understand issues holistically and improve service delivery.
• Apply diagnostic tools and utilities and access software updates drivers knowledge bases and FAQs to resolve issues.
• Conduct root cause analysis to ensure problems are fully resolved and prevent recurrence.
• Record track and document support activities from intake through resolution using service desk tools.
• Perform postâresolution followâups to confirm issues are resolved and users are supported.
• Develop help documentation and FAQs for end users.
• Collaborate with teammates to maintain an upâtoâdate knowledge base of best practices and issue resolutions.

Must Haves:

• 1-2 years of experience in an IT Support or Service Desk role.
• Strong technical foundation with the ability to support operational technologies and become a subject matter expert in specific software and hardware solutions.
• Experience providing both remote and deskside support using helpdesk or ITSM tools.
• Working knowledge of desktop and server operating systems including basic backâend support such as user and email account setup.
• Strong troubleshooting analytical and problemâsolving skills.
• Excellent interpersonal and communication skills with the ability to explain technical concepts in userâfriendly language.
• Strong documentation skills and experience managing service tickets through to resolution.
• Familiarity with infrastructure and networking concepts.
• Willing and able to perform light and heavy lifting as required.
• Willing and able to support teams nationally including travel to the Edmonton location for coverage as required.

Nice to Haves:

• Familiarity with ITIL principles.
• Experience working with software vendors to optimize support and functionality.
• Experience with infrastructure networking environments.
• Experience using Zoho ManageEngine or similar ITSM tools.
• Experience supporting IT environments within the construction industry.

This is a new position. Expected annual compensation; $55000.

Modern Niagara offers a competitive total compensation package including:

• Performance based bonus opportunities.
• Defined Contribution Pension Plan with a generous employer contribution.
• Flexible Health and Dental benefits with tiered options to meet the needs of you and your family.
• An annual health spending account to support your overall wellness.
• 24/7 confidential support through our Employee and Family Assistance Program with access to comprehensive resources and professional services.
• A competitive vacation package with additional vacation granted throughout your tenure with the organization.
• Employer Paid Parental Leave Top Up.
• Annual Community Day dedicated to volunteering and giving back to the communities where we live and work.
• Corporate Discounts through various vendors across Canada for programs such as fitness mobile phones travel home and auto insurance and many others.
• Here at Modern Niagara because we know our people are the best in the industry we pride ourselves on providing a total compensation package that rewards employees for their hard work and supports employees and their families in their overall wellbeing.

About Modern Niagara

Who We Are
Modern Niagara helps building owners managers and general contractors meet the mechanical electrical integrated building technology and building services needs of their buildings across Vancouver Calgary Edmonton Toronto Southwestern Ontario and Ottawa. We are committed to having a positive and meaningful impact on Canadas infrastructure and on the communities where we live learn work and heal. We build for life.

Our Culture & Values
We value passion initiative determination professionalism and teamwork. Health and safety are embedded in everything we do and our award-winning safety culture consistently performs well above industry standards.

Diversity Equity & Inclusion at Modern Niagara
We are committed to building a diverse equitable and inclusive organization where everyone has access to opportunity feels a sense of belonging and can thrive. We actively work to remove barriers faced by members of equity-seeking groups (including women Indigenous Black racialized 2SLGBTQIA people people with disabilities and newcomers to Canada) in the construction industry. We encourage applications from candidates of all backgrounds and lived experiences and are committed to a barrier-free hiring process.

If you require accommodation at any stage of the recruitment process please contact us at so we can make appropriate arrangements.

We appreciate every applicants interest in joining Modern Niagara. Only those selected for an interview will be contacted.

Required Experience:

IC