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Global Technology Services - IT Technician

The Information Technology Technician role is responsible for the resolution of technology problems/issues for end users. IT Technician personnel will resolve issues directly in person as well as remotely. The position requires effective verbal as well as non-verbal skills. This is primarily a customer service oriented position and performance/feedback from the end users will be considered in performance reviews. This position will work closely with members within GTS as well as members of the Core Enterprise group.

Requirements

1-2 years' experience (preferably in the Architecture, Engineering or Construction environment)

Demonstrate technical and user proficiency and understanding with our base operating systems and applications (Office, Acrobat Pro, Lync or Skype for Business, Adobe Creative Suite)

Reporting Relationship

The IT Technician reports to the IT Services Manager in that region and/or to the Director of GTS. This position is also responsible to the local office management through the Managing Principle and the Director of Operations.

Work Unit & Location

This job position and reporting structure applies to the role within Perkins and Will Information Technology group. This position will service the Toronto and Ottawa offices.

Responsibilities

The primary responsibility is to effectively communicate processes and procedures to resolve end user issues 

• Communicating directly in person
• Communicating over the phone/remote sessions/chat to resolve issues
• Delivering standardized IT orientation and training to new and existing staff on existing or planned deployments/roll outs
• Coordinate and work with outside stakeholders to resolves issues or contribute to effective inter-organization collaboration

Use Perkins and Will Service infrastructure services to log/resolve issues and further improve the collective knowledgebase

PC and laptop hardware (including peripherals) maintenance and troubleshooting  (examples include but are not limited to the following)

• Process repairs (warranty covered and non-warranty cases)
• Process new and returning leased inventory according to standard procedures
• Assisting/Maintaining accurate inventory of all IT related hardware
• Assisting in procurement of office funded hardware
• Move/Setup IT hardware for end users

Microsoft OS and application maintenance and deployment experience (examples include but are not limited to the following)

• SCCM software distribution
• OS Imaging/Re-imaging for trouble resolution and planned deployments
• Assisting/Maintaining accurate inventory of all software
• Assisting procurement of office funded software

Windows OS troubleshooting and maintenance (examples include but are not limited to the following)

• User profile issues
• Driver issues
• Patching and hot-fix application for issue resolution and planned deployments

VPN troubleshooting

Basic network troubleshooting (examples include but are not limited to the following)

• TCP/IP and DNS troubleshooting
• Wireless connectivity
• Assist/Maintain efforts in organizing and managing server room/network distribution closets (including patch cables, patch panels, intermediate jacks, etc.)

Basic server troubleshooting

• Assist Server and Storage team by providing remote assistance on issue resolution and planned deployments (including the packing / unpacking/ mounting of equipment)
• Assist by inspecting servers for error lights and alarms

Basic Audio/Visual troubleshooting and maintenance

• Projectors
• TV displays/monitors
• Sound systems

Low level Windows Active Directory management tasks (examples include but are not limited to the following)

• Account creation /disable /lock out /reset
• Setup and maintaining distribution lists and security groups (may require coordination with other IT staff)

Microsoft Office troubleshooting and product use assistance

Adobe Creative Suite/Creative Cloud troubleshooting and product use assistance (current and recent versions)

Mobile device OS troubleshooting and product use assistance

• Apple iOS (current and recent versions)
• Android (current and recent versions)
• Any future mobile devices/platforms adopted by firm

Autodesk troubleshooting and product use assistance

• Revit (current and recent versions)
• AutoCAD (current and recent versions)

Newforma troubleshooting and product use assistance

Escalate IT Infrastructure issues beyond the expertise of the job description to the appropriate subject matter expert(s)

Position Requirements

Must be and be perceived by staff as service oriented and effective in resolving end user issues

Exhibit positive and effective communication skills and a natural desire to share knowledge in a collegial, collaborative and relevant fashion.

Must be open to and demonstrate learning new skill sets and advancing current skill sets

Knowledge & Experience

College diploma or university degree

Minimum of 1 year experience directly supporting technology for end users (preferably in the Architecture, Engineering or Construction industry)

Resolving technical issues remotely

Understand capabilities and typical use of company’s application portfolio

Work Conditions

Standard business hours plus availability to resolve off-hours issues.

Travel to our Ottawa studio on a monthly or as-needed basis. Occasional travel domestically or internationally for IT Service needs in company office locations or remote user locations.

Lifting and transporting of heavy to moderately heavy objects, such as computers, peripherals, servers, and monitors.

Our package 

• A very competitive benefit package that includes paying for association dues and professional development
• Fitness and transit reimbursement
• Health and dental benefits
• Group RRSP
• RRSP Matching
• Paid parental leave
• Salary ranges from $61,000-$78,000

Qualified and interested candidates should submit a resume, portfolio and cover letter. 

Perkins&Will has established and adopted an Equal Employment Opportunity Employment policy (“EEO”), which is part of the Company’s Human Resources Policy. The purpose of this EEO policy is to ensure that all employment decisions are made on a non-discriminatory basis, and without regard to sex, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity or expression, gender reassignment, citizenship, pregnancy or maternity, veteran status, or any other status protected by applicable national, federal, provincial, or local law. In some cases, local laws and regulations may provide greater protections than those outlined here and employees will be covered by the laws of their local jurisdiction.