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 Up-to-date Niagara
Reliable IT support is essential to keeping Modern 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 highâquality work to clients.

Key Impact / Purpose

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- 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

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- 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:

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- 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.

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Willing and able to support teams nationally, including travel to the Edmonton location for coverage as required.

Nice to Haves:

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- 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 temporary replacement position. Expected hourly compensation $30-$35/hr.

Modern Niagara offers a competitive total compensation package including:

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- 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 v

📌 IT Support Technician (Canada)
🏢 Modern Niagara
📍 Canada