IT Support Specialist

Job Summary:

The IT Support Specialist is a key member of the Infrastructure Support Team, acting as the first point of contact for all system issues, and providing advanced technical expertise in supporting end-users. This role directly supports the Manager of Systems Administration, handling day-to-day IT support tasks, and ensuring that hardware and software environments are operating efficiently and securely. The IT Support Specialist is responsible for overseeing the technical support of end-users, guiding junior support staff, and resolving complex technical issues that arise before escalation to the Systems Administration Manager.

As the go-to person for the team, the IT Support Specialist ensures smooth operations within the IT infrastructure, serves as a mentor to junior technicians, and leads by example in troubleshooting, system configuration, and problem resolution. This role requires a strong technical background combined with excellent communication skills, ensuring that support requests are handled promptly and with minimal disruption to business operations.

Key Responsibilities:

- Assist the Manager of Systems Administration with the daily management of IT infrastructure, including the configuration, maintenance, and troubleshooting of network systems, security protocols, and end-user devices.
- End-User Computing Support: Oversee the technical support of end-user devices (laptops, desktops, tablets, mobile phones, and printers) and ensure that all systems are running securely and efficiently. Troubleshoot user problems, resolve issues, and escalate as necessary to ensure business continuity.
- Device Configuration and Support: Configure and maintain hardware for employees, ensuring devices are appropriately set up for use in company systems. Perform system installs, updates, and security patches to keep devices and applications up to date.
- Software Management: Install, configure, and maintain software applications across devices. Administer version control, updates, and patches to ensure systems remain secure and operational. Ensure compliance with software licensing agreements.
- Cloud and Office 365 Administration:



Oversee day-to-day administration of Office 365 and Azure environments, including user account management, email configuration, and troubleshooting. Support users with cloud-based tools, including file sharing, communication, and collaboration platforms.
- Voice and Telephony Systems: Manage and support company telephony systems (e.g., VoIP, IP telephony), ensuring smooth communication for all employees. Troubleshoot phone system issues and perform necessary configuration changes as needed.
- Collaborative Problem-Solving: Collaborate with other IT teams (e.g., network, security) and business departments to identify solutions for cross-functional technical challenges and improve overall IT system performance.
- Documentation: Create and maintain detailed documentation of system configurations, technical workflows, and troubleshooting procedures. This documentation ensures that knowledge is retained within the team and accessible for future reference.
- Project Management and Additional Duties: Assist with IT projects, including system upgrades, migrations, and deployments. Participate in tasks related to infrastructure improvements, ensuring timely and successful project completion.

Qualifications and Skills:

- Minimum of 3 years' experience in IT support, with a focus on system and network troubleshooting, configuration, and end-user support.
- Advanced proficiency in MS Windows v10 and v11, with expertise in system administration, troubleshooting, and device management.
- Familiarity with Apple iOS (version 14 or later), including configuration, troubleshooting, and support in a corporate environment.
- Strong networking knowledge: Hands-on experience with network infrastructure, including routers, firewalls, switches, VPNs, and wireless access points. Familiarity with Meraki, or similar products is a plus.
- Cloud services expertise, particularly with Office 365 and Azure.



Experience in managing user accounts, email services, and other cloud-based platforms.
- IP telephony experience, including the administration and troubleshooting of VoIP systems, IP phones, and related communication technologies.
- Excellent leadership and mentoring skills, with the ability to guide and support junior team members while fostering a cooperative and productive team environment.
- Advanced problem-solving and analytical skills, capable of diagnosing and resolving complex IT issues quickly and efficiently. Ability to think critically and make decisions in high-pressure situations.
- Project management skills: Ability to manage multiple tasks and projects simultaneously, ensuring deadlines and objectives are met.
- Exceptional interpersonal skills: Strong communication abilities, both written and verbal, with a customer-service-oriented approach to resolving technical issues.
- Ability to lift and carry up to 25 lbs and perform tasks requiring bending, kneeling, sitting, and standing.

Educational and Certification Requirements:

- High school diploma or GED required. A college degree in Computer Science, Information Technology, or a related field is strongly preferred.
- Certifications in IT, network administration, or technical support (e.g., CompTIA Network+, Microsoft Certified Solutions Associate (MCSA), Cisco Certified Network Associate (CCNA)) are highly desirable.
- Additional training in relevant IT infrastructure (e.g., server management, security protocols, system administration) is a plus.

Additional Preferred Experience:

- Familiarity with multi-site or remote work environments, ensuring secure and reliable access to systems for distributed teams.

“Derma Sciences Canada, Inc. (“Gentell Canada”) is an equal opportunity employer. In accordance with the AODA, we offer accommodation for applicants with disabilities in our recruitment processes. If you require an accommodation, please contact us at [email protected] and we will be happy to assist you.”

This posting is for an existing vacancy.

Job Type: Full-time

Pay: $65,000.00-$75,000.00 per year

Work Location: In person

📌 IT Support Specialist (Canada)
🏢 Gentell
📍 Canada