Tier 3 I.T. Solutions Hiring for IT Coordinator at Edmonton, AB Full Time

To apply for this position, please complete the assessment found here: https://www.ondemandassessment.com/link/index/JB-ZCKGXOJ9J?u=62020

About Us

Tier 3 I.T. Solutions has been serving other businesses since 1990. Our expertise is in designing, implementing and supporting the technologies used by our clients’ businesses. We’re guided by our mission to: Help build stronger businesses through thoughtful technology implementations. We are constantly pushing ourselves and our staff to grow, learn and excel in order to better serve our client’s needs. We believe in supporting the communities that have supported us and are therefore proud to sponsor the STARS Air Ambulance, Riseup Society of Alberta and a myriad of other local community groups.

Job Description
The IT Services Coordinator will work on-site at our clients’ office to help oversee the full scope of technologies in use by that organization. They will provide front line IT Support (Level 1) to minimize the client’s depended on the existing helpdesk. The IT Services Coordinator will coordinate with Tier 3 IT Solutions as well as the clients Controller to ensure technology is being used effectively throughout the organization. Approximately 16 hours per week will be dedicated to the primary client, with the other 24 hours being utilized across the rest of our client base. This is a new position within the Tier 3 service delivery model and so the successful candidate will need to work with our team to fully develop the offering, KPI’s, and strategic deliverables to potentially extend this solution to other clients in our portfolio.

The IT Services Coordinator is enthusiastic about discovering, assessing, and supporting various technologies across our client base. They work closely with our client’s businesses to assess the security, stability, and supportability of their technology and will consult with our other team members on technology solutions and strategies to enable higher levels of technology adoption throughout the client base. The technicians that succeed in this position are able to consider the “big picture” of how technology changes can affect our clients operations and help them achieve their business goals. Additionally, they are able to communicate to the client and other internal teams the need for the change and how to support the client moving forward. They act as our technical experts and mentors for all other delivery areas with regards to how technology should be used and supported.

The successful team members understand that small issues from a misconfigured setting can cause a ripple effect through other business areas, whether this is for the positive or the negative and for this reason we hold these technicians to a high standard of excellence in planning and execution. It is important that the technicians are detail orientated and are excellent communicators, whether this is in the implementation of new solutions and technology, or maintaining detailed documentation in order for the rest of the support team to provide our clients with the highest level of quality possible.

Our IT Service Coordinators provide valuable insight into how we are building our technology standards and are always looking at ways to improve efficiency within our own business and those of our clients. At Tier 3 I.T. Solutions we strive to get better every day for the benefit of our team, our business, our clients, and our communities. The technical services team has some of the greatest opportunities to improve our services as they are at the forefront of delivering new solutions and technology.

IT Service Coordinators help our clients understand the value of our technology alignment process and to see regular improvements in the security, stability, and supportability of their networks. To be successful they must have a sense of ownership for their activities and outcomes for any solutions delivery that they may be involved with.

The IT Service Coordinators are supported by the Tier 3 IT Solutions team, including Helpdesk, Professional Services, and Management teams.

This position is accountable for the following results:

• Overseeing all ongoing technology related requests within the assigned client base and ensuring the clients receive high levels of service.
• Coordinating with Tier 3 and the client to plan quarterly technology initiatives designed to improve technology adoption, security, stability, and supportability.
• Communicating and coordinating with our clients about their upcoming site visits, activities, and priorities.
• Occasionally providing on-site assistance to our support team.

• Working with our teams to design technology projects for our clients with an eye on minimizing risk and interruption.
• Scheduling follow up time and tasks as needed to ensure our clients have a pleasant experience with any changes or support requests.
• Providing training and educational content to clients during visits.
• Document all technology changes in our knowledgebase in order to support our clients properly after changes are implemented.

• Managing expectations and relationships with our clients during visits and interactions.
• Develop and maintain processes so we are constantly improving the delivery of our solutions.

Providing front line (Level 1) support, including but not limited to:

• Cloud Solutions (365 Exchange, Azure, SharePoint, OneDrive, etc.)
• Network Technology (Firewalls, Switches, Access Points, etc.)
• Endpoint Solutions (Workstations, Printers, etc.)
• Infrastructure Solutions (Servers, NAS/SAN, etc.)
• Backup Solutions (Offsite and onsite solutions)
• Security Solutions (Endpoint Protection, Phishing Simulators, SSO/SAML Solutions, etc.)
• Support for client systems that are outside of the services provided by our Support Desk.

Involvement in projects and outcomes, including but not limited to:

• The delivery of any of the above solutions
• Managing onboardings
• Internal/Special projects

• Vendor Management and Support
• Working with the delivery of new line of business solutions to our clients.

• Providing support and services to our client base.
• Documenting all technology changes involved with any projects, including developing some self-help and support documents to support new technologies.
• Recording all time and efforts in our management software.
• Identifying opportunities for new technology solutions or changes to our current technology.
• Recommending standards for our teams.
• Audits and reporting for client compliance needs.

Required Skills

• Coordination skills
• Organized and detail orientated
• Effective Time Management
• Team Player
• Multi-tasking
• Ability to work on long-term projects and objectives
• Advanced knowledge of IT concepts
• Great communication skills
• Driven to accomplish goals

Criteria for Consideration

• 2+ years of relevant technology based work experience
• Excellent communication and customer service skills
• Strong organizational skills and a penchant for detail-oriented work
• A collaborative mindset and team focused approach
• Must be able to provide a clean criminal background check
• Must possess a valid drivers license that is free from major infractions and deemed to be insurable by our vehicle insurance provider.
• Must be highly proficient in standard MS Office applications, cloud productivity tools, and general computer use
• Able to report to the client site 5 days per week, 8 hours per day.

To apply for this position, please complete the assessment found here: https://www.ondemandassessment.com/link/index/JB-ZCKGXOJ9J?u=62020

Job Type: Full-time

Salary: From $45,000.00 per year

Additional pay:

• Bonus pay
• Overtime pay

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking

Schedule:

• 8 hour shift

COVID-19 considerations:
Following all health guidelines.

Ability to commute/relocate:

• Edmonton, AB: reliably commute or plan to relocate before starting work (required)

Application deadline: 2022-06-01
Expected start date: 2022-06-01