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 fast-paced culture where your opinions are valued and respected?
Mitacs is a national not-for-profit that helps industry and non-profit partners solve strategic challenges by leveraging Canada’s world-class post-secondary talent and a global network of industry, academic, and government partnerships. Through these collaborations, Mitacs helps business and community partners succeed, improves students’ on-the-job skills development, and strengthens Canada’s world-class 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 Canada’s 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 front-line IT support and services to Mitacs staff and other internal users, as well as indirect support for external client and partner-impacting 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 end-users, 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 day-to-day operations of the department, the IT Support Specialist acts as the primary support contact for Mitacs’s 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 well-organized, 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 white-glove support experience or exposure to working in an executive office setting are key components to the IT Support Specialist’s success.

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, problem-solving, and analytical skills.
• Ability to manage multiple priorities and meet deadlines, even under pressure.
• Self-motivated, 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.
• Detail-oriented and well-organized.
• 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/medium-sized corporate setting.
• Previous experience providing white-glove service, C-suite/executive support, or similar is considered highly advantageous.
• Preference given to candidates with ITIL, CompTIA A+, and/or MCTS certification.

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 IT-related 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 on-site, in-person support for specific events that require IT presence at Mitacs offices.
• Provide remote support to end-users 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 one’s 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 third-party 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 SPECIALIST-SPECIFIC 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 in-person, on-site 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 hot-swap 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.