Overview
We are seeking a dedicated User Support Technician to join our team. The ideal candidate will provide technical assistance to end-users, troubleshoot hardware and software issues, and ensure the smooth operation of computer systems and operation tools across various platforms. This role offers an excellent opportunity for individuals passionate about technology and customer service to contribute to a dynamic organization. Candidates should possess strong communication skills and a solid understanding of operating systems, and immigration process support tools.
Responsibilities
- Provide technical support to staff for immigration software, portals, and internal systems
- Assist with platforms such as CRM systems (client management tools)
- Give access to computer networks
- Report on the performance of computer systems and networks
- Respond to users experiencing difficulties with computer
- Consult user guides, technical manuals and other documents to research and implement solutions
- Provide advice and training to users in response to identified difficulties
- Collect, organize and maintain a problems and solutions log for use by other technical support analysts
- Participate in the redesign of applications and other software
- Provide business systems, network and Internet support to users in response to identified difficulties
- Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
- Perform Web-server backup and recovery operations
- Provide customer service
- Manage incidents
Qualifications
- Completion of a college diploma or in Computer Science, Information Technology, Computer Systems Technology, or a related field, or equivalent work experience in technical support.
- Minimum 2-3 years of experience in IT support, help desk, or user support services.
- Strong knowledge of computer systems, operating systems (Windows/Mac), and office productivity software.
- Experience in Immigration process platforms, software, portals, and internal systems is a plus.
- Experience troubleshooting software applications, system access issues, and network connectivity problems.
- Familiarity with database systems, cloud platforms, and document management systems is an asset.
- Ability to install, configure, and maintain computer hardware, printers, and peripheral devices.
- Strong problem-solving, analytical, and troubleshooting skills.
- Excellent communication and user support skills to assist staff with technical issues.
- Ability to document technical issues and maintain support logs.
- Knowledge of data security and confidentiality practices, especially when handling digital client records.
Job Type: Full-time
Pay: $36.00 per hour
Expected hours: 30 – 40 per week
Work Location: In person
