IT Service Technician I

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver end-user assistance to VC3 clients through inbound phone, email, and webchat, adhering to an ITIL-based triage framework.

• Diagnose issues related to hardware, applications, VPN/remote access, network drives, DNS, and workstation performance.

• Manage user account administration in Active Directory, Exchange, and O365, which includes account creation/termination, password resets, email modifications, and permission adjustments.

• Execute IMAC requests, software installations, and system updates.

• Oversee mobile and telephone support services, which encompass mobile email configurations, phone system modifications, call forwarding, and extension updates.

• Examine spam/phishing emails, secure compromised email accounts, and carry out malware scans and remediation.

• Forward out-of-scope issues to the relevant elevated team.

• Maintain ticket updates, change logs, internal documentation, and knowledge base entries.

• Participate in the on-call rotation (once every 3–4 months).

• Undertake additional responsibilities as needed.

⛳️ Requirements

• At least 1 year of experience in a technical support or customer service role OR recent technical education experience in a post-secondary institution.

• Clear understanding of Windows OS (7–11), Office Suite/365, Windows Server (2016–2025), Active Directory, DHCP, DNS, Terminal Services, and the MS Entra environment.

• Must fulfill Criminal Justice Information Systems (CJIS) requirements after employment.

• Successful candidates will undergo criminal and department of motor vehicles background checks.

🏝️ Benefits

• Flexibility with a remote-first approach, with certain roles requiring onsite presence based on team needs.

• Company-sponsored time off.

• Mental health and leave assistance through the Employee and Family Assistance Program.

• Company-matched 401(k)/RRSP plans.

• Leadership Academy opportunities.

• Monthly educational sessions.

• Mentorship initiatives.

• Reimbursements for learning activities.

• Internal career fairs.

• Job shadowing opportunities.

• Customized career pathing and internal mobility assistance.

• Autonomy and acknowledgment of contributions.

• Open communication with supportive management.

• Criminal and department of motor vehicles background checks.

• CJIS requirements after employment.