Overview
Position Summary:
As a valued member of the IT Delivery & Operations Team, the IT Technician is responsible for dayto-
day IT assistance to users, to maintain and deploy IT infrastructure, and to help implement new
IT systems and technologies. IT Technicians are responsible for the smooth running and
maintenance of the company’s computer and network systems. Their roles include troubleshooting,
setting up devices and software, identifying issues with computer hardware and helping solve
customers’ technical enquiries. This position requires solid technical skills, keen attention to detail,
and a proactive, hands-on mindset focused on delivering responsive IT support across both
enterprise and industrial environments.
Key Responsibilities:
Technical Support & Operations
• Provide timely and effective IT technical support including computer/network hardware and
software installation, configuration, troubleshooting, and maintenance.
• Organize and schedule maintenance upgrades, minimizing impact to the business and end
user community.
• Participate in after-hours on-call rotations as required.
Security & Infrastructure Management
• Ensure performance, security, and privacy of computer/network infrastructure equipment
and systems, collaborating with the Cybersecurity Team.
• Monitor security alerts and assist with incident response.
Documentation & Knowledge Management:
• Develop and maintain IT documentation, including IT asset tracking, knowledge base
articles, and end-user training guides.
Training, Collaboration & Communication:
• Provide orientation and guidance to employees on how to operate new software and
computer equipment.
• Collaborate with IT team members to ensure smooth operation of all systems.
• Understand and comply with all company policies and procedures
Qualifications
Education:
• Diploma/Degree in IT, Computer Science, or related field (or equivalent education &
experience).
• Certification as IT Technician. CompTIA A+, Microsoft Certified IT Professional, or similar
certification, or an acceptable combination of education and relevant experience required.
Experience:
• 2–3 years of Tier 1–2 IT support experience in help desk, technical support, or field service.
• 1 year experience providing user and infrastructure support for Epicor ERP.
• IT support experience within the Mass Timber and Modular industry.
• 2 years of customer service experience
• Physical capability, including ability to work at heights.
Skills & Knowledge:
• Experienced with Windows Server, Hyper-V/VMware, Active Directory, Group Policy, DNS, and
DHCP.
• Proficient in building strong relationships and communicating clearly across diverse teams
and stakeholders.
• Skilled in administering Fortinet network switching, wireless systems and firewall
administration.
• Skilled in Windows desktop support, including system imaging, hardware/software
troubleshooting, and peripheral maintenance.
• Solid understanding of networking fundamentals: TCP/IP, VLANs, Wi-Fi setup and
troubleshooting.
• Familiarity with ITSM platforms including ticketing systems, remote support, and asset
management.
• Knowledgeable of internet security and data privacy principles.
• Experienced with Microsoft 365 suite of products.
• Strong communication, documentation, and customer service skills across technical and nontechnical
teams.
• Highly organized, detail-oriented, and self-motivated; effective both independently and as part
of a team.
• Comfortable working in dynamic, fast-paced manufacturing or industrial environments.
• Possess a valid Class 5 Driver’s License with reliable access to a personal vehicle for intersite
travel (eligible for mileage reimbursement).
• Participate in after-hours support on-call rotations as required.
Working Conditions:
• Combination of desk-based tasks and on-site support across office and manufacturing
environments; requiring adaptability and attention to safety.
• Personal Protective Equipment (PPE) is required when entering designated facility areas. (e.g.
hard hat, safety boots, high-visibility vest, and eye/ear protection).
• Occasional exposure to high noise levels, temperature fluctuations, and industrial hazards.
• May involve working at heights using ladders or lifts with appropriate safety gear.
• Capable of handling small components, tools, or equipment with accuracy and precision, as
well as the ability to concentrate on screen-based tasks for extended durations.
• Ability to lift and move items up to 25 lbs and operate hand tools as needed.
Core Competencies
Systems and Strategic Thinking: Understands strategic goals and the broader
organizational context.
Business Acumen: Understands how their role impacts business
performance and supports operational efficiency.
Problem Solving: Recognizes clear, routine problems and applies defined
solutions.
Improvement Mindset: Proactively pursues growth, innovation and excellence,
consistently seeking opportunities to enhance both
team and organizational performance.
Results Orientation: Focuses on delivering quality work safely and on time
Agility and Resilience: Demonstrates adaptability and a mindset open to
growth and learning.
Enabling Talent: Demonstrates leadership by actively developing
themselves and positively influencing team culture.
Customer Focus: Understands who internal and external customers are
and delivers positive daily service experiences.
