Role Summary The IT Support Specialist provides reliable, responsive technology support to Up-to-date Niagara employees by maintaining end‑user 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 reliable, well‑maintained IT environments. Why This Role Matters to Modern Niagara Reliable IT support is essential to keeping Contemporary Niagara’s 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 high‑quality work to clients. Key Impact / Purpose Deliver consistent Tier 1 support that minimizes disruption and supports daily operations. Maintain secure and reliable end‑user 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 end‑user computing and mobile devices, applications, and peripherals. Provide hands‑on 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 post‑resolution follow‑ups to confirm issues are resolved and users are supported. Develop help documentation and FAQs for end users. Collaborate with teammates to maintain an up‑to‑date 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 back‑end support such as user and email

📌 It Support Technician - 3 Month Contract (Ottawa)
🏢 Socket.dev
📍 Ottawa