POSITION SUMMARY

Fortis is a global leader in life sciences and diagnostics reagents and solutions. We partner with our customers to design, validate, and manufacture solutions to solve their complex development problems. Our Teams work together across various sites, functions, & scientific disciplines to help our customers bring their innovations to market with confidence.
The IT Support Technician II is a key role on our IT Team. This individual will be responsible for assisting all Fortis employees with technical support of desktop/laptop computers, software, and related peripherals/technology. The ideal candidate is adaptable and can quickly learn and implement new technologies to improve company operations. This role is fully on-site at our facility in Toronto, Canada.

KNOWLEDGE, SKILLS, AND ABILITIES:

• 2+ years of experience in IT support, help desk, systems administration, or similar role
• Bachelor’s degree or equivalent experience preferred, not required
• Certifications including A+, Network+, and Security+ preferred, not required
• Experience with Atlassian/JIRA/Confluence, Okta, RingCentral, and NinjaRMM/NinjaOne preferred
• Experience with Office 365 Administration, including Intune, Exchange, Teams, and SharePoint
• Experience with scripting and automation using PowerShell or similar languages
• Basic knowledge and experience with Microsoft Server Technologies (Active Directory, Hyper-V)
• Strong knowledge of Windows 10/11
• Understanding of basic networking concepts
• Understanding of cloud-based technologies and solutions
• Must exhibit exceptional troubleshooting skills and a proactive approach to problem-solving
• Strong communication skills, both oral and written, using technical and user-friendly language
• Must be self-motivated, detail-oriented, and customer service focused

• Provide first-line IT Support for on-site and remote employees, troubleshooting hardware and software issues through various communication channels (phone, virtual, email, in-person)
• Manage IT helpdesk requests and ensure timely resolution of IT issues
• Assist with onboarding and offboarding employees, including setting up and deactivating accounts, configuring devices, and granting appropriate access to systems
• Manage business computers lifecycle (installation, maintenance, RMA, decommission)
• Install, configure, and troubleshoot end-user computer peripherals
• Provide support for Conference Room Audio/Video/Meeting equipment
• Manage, monitor, and support printer fleet
• Create and update documentation of all processes related to role
• Maintain accurate inventory of IT equipment and IT software inventory
• Assist with daily operation of IT networking and systems; both on-premises and cloud-based
• Perform other tasks as assigned by management
• Position may require some after business hours and weekend work as needed
• Be able to lift objects up to 50lbs