IT Support Specialist

at  Drivewyze

ABOUT US:

Drivewyze is more than just a tech company – we are a connected truck solutions leader that is revolutionizing safety and sustainability in commercial vehicle transportation. We are committed to bettering the experience of drivers, fleets, and public agencies towards a vision of zero crashes, zero fatalities and a sustainable transportation system.
We are on a mission to revolutionize highway safety and efficiency and we are looking for great talent to be part of our success story!

ABOUT THE ROLE:

As the first point of contact for IT support, this role provides guidance, investigation, and resolution of hardware and software needs for our internal teams. This includes resolving technical issues, providing guidance on system applications, and managing enterprise system updates and outages. As a member of the IT team, this role serves as the voice of our internal customers, identifying opportunities to enhance processes, and helping to shape our IT service model.
Location: Head Office - Edmonton, AB
Report to: Manager, IT and Security

JOB RESPONSIBILITIES:

• Monitor and fulfill requests submitted in the IT Portal Request, manage service requests, and complete incident reporting. This includes providing support for end-user devices, operating systems, and software applications supported by IT. Supported items include but are not limited to custom and commercial applications, desktops, laptops, tablets, mobile devices, and printers.
• Process system user access requests per standard operating procedures, logging, tracking, resolving, escalating, and incidents and service tickets. This includes responding to user requests and issues related to the Microsoft suite of products and hardware, and other internal systems.
• Provide support to internal team members related to IT and equipment questions, onboarding processes, and facilitate new user training.
• Maintain, update, and contribute content to our internal knowledge base and develop materials to support end-user training.
• Deploy and support systems updates.
• Monitor and maintain inventory levels and tracking of hardware and devices, support the purchase of new equipment and facilitate shipments to end-users.
• Support other initiatives and special projects, including assisting with production requests as directed.