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About the Role

This role is responsible for providing first level IT technical support and resolution of incidents and service requests for end-users. The role is also responsible for the creation, maintenance and/or participation of knowledge base articles and/or documentation for Service Desk use. Deployment support for end-user devices to ensure stability and security is another responsibility of the role.

Responsibilities

• Provides technical support to canfitpro end-users via multiple channels to evaluate, prioritize and resolve reported issues with hardware, software, networking, and other computer-related technologies.
• Handles tickets to aim to achieve First Call Resolution (FCR) and First Level Resolution (FLR) of support issues and attempt to fix issues before escalating to the next support level.
• Responds and resolves assigned issues to ensure timely resolution within defined Service Level Agreements (SLAs).
• Ensures all technical issues are logged in canfitpro's ITSM solution and maintaining historical records and related documentation.
• Escalates issues to appropriate IT staff when required.
• Administers end-user hardware and service access.
• Performs setup and deployment of new and replacement end-user hardware / peripherals.
• Administers end-user accounts across varying systems and software.
• Performs onboarding, role changes and off-boarding of canfitpro associates.
• Performs deploying of software updates for end-user devices – including those which address patchable vulnerabilities.
• Use of canfitpro’s software updates deployment and vulnerability management tools.
• Offers research support for pricing changes, competitor price comparison and feedback from the customers.
• Maintains and creates IT knowledgebase articles in canfitpro's ITSM solution.
• Monitors and maintains IT assets to ensure accurate inventory records.

Requirements

• Working knowledge of Windows desktop operating systems, Microsoft Office products and Windows Active Directory
• Working knowledge of administrating Microsoft 365 cloud services
• Able to troubleshoot basic network issues
• Experience with IT ticketing systems

Skills

• Excellent verbal and written communication skills
• Excellent analytical and troubleshooting skills (must be able to clearly report and document resolutions in detail)
• Excellent customer service skills
• Excellent time management, planning and organizational skills
• Ability to act individually and work together with others as part of a team
• Possess the ability to recognize critical situations and discern when to apply a sense of urgency
• Ability to proactively identify problems
• CompTIA A+ Certification
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• ITIL Foundation

Location

• Hybrid Working Environment

Work Type

• Hybrid
• Full-time

Experience Level

• 2 Years of Work Experience in I.T or a related field
• 3 – 5 years of work experience

Education Level

• Post-Secondary diploma in Information Technology
• 3-year (or greater) degree in Computer Science or related field

Salary/Compensations

• $42,000 - $53,000

Benefits

• FREE Fitness membership and discounted membership for friends and family.
• Group benefits plan designed to meet employees’ basic and life-changing benefits needs.
• Paid day off during your birthday month.
• Career development supported through free online learning.
• Access to certifications and continuing education at no cost.
• Employee Recognition Program - Bucket list - Earn coins that can be redeemed for various gift cards.

About the Company

• canfitpro is the largest provider of education in the Canadian fitness industry.
• Founded in 1993 as a voice for all fitness professionals, canfitpro delivers accessible, quality education, certifications, conferences, trade shows, and membership services.
• canfitpro’s over 24,000 members include some of the world’s best fitness professionals, health club operators, industry suppliers, and fitness consumers.
• Our passion is our purpose - canfitpro inspires fitness as a desired career and lifestyle to create positive change in the lives of others.
• Core Values: Caring Community, Curiosity, Commitment, Customer Mindset, Contribution and Cultivate a Passion for Fitness.
• Vision: Aspiring to deliver accessible learning experiences to a global audience, making fitness and mental health a part of personal wellness for everyone.

Equal Opportunity

• canfitpro is committed to creating a diverse, inclusive and equitable environment to empower and create access and opportunity for all.
• We welcome applications from people of all underrepresented groups, including (but not limited to) people of any gender, age, or religion, members of the LGBTQIA2+ community, BIPOC and other underrepresented races and nationalities, veterans and anyone who may contribute to the further diversification of Canfitpro.
• Canfitpro is an equal opportunity employer.
• Upon request, we will make accommodations available during the recruitment process to applicants with disabilities.