IT Support Representative

CAA Niagara is a proud Niagara Region employer, that strives to deliver rewarding experiences and enhance the lives of our community. For over one hundred years, we have been a staple within our community, providing such services as emergency roadside assistance, travel services, insurance coverage, membership, and rewards savings; continually growing our suite of relevant services and products.

A true community partner, we could not be here without our over 157,000 members across Niagara, allowing us to focus on earning your continued trust, every day!

The IT Support Representative is the first point of contact for all systems and communication-related issues and escalations. The IT Support Representative will provide technical assistance in an efficient and friendly manner; escalating as required while keeping the user (employee) informed throughout the complete lifecycle of any support ticket, from start to completion.

• Utilize exceptional customer service skills to strive to exceed all customer expectations
• Responsible as the first point of contact and first responder to all submitted report tickets by phone, email, or face-to-face
• Ensure accurate data capture while creating and updating support tickets in our system
• Research, uncover, and convey resolutions to customer issues
• Perform desk-side support to all employees to fix any technical-related issues
• Troubleshoot issues with applications, computers, phones, printers and mobile devices
• Escalate unresolved queries to next-level support while maintaining communication with the user until the issue has been resolved
• Stage, test, and install all computer equipment at all CAA Niagara locations
• Responsible for all system administration tasks such as: account creation, password resets, and granting access to network resources

This is not an exhaustive list and other duties may be assigned as permanent or temporary, where needs are required.

• Advanced troubleshooting, multi-tasking and time management skills
• Customer service orientation with strong communication: verbal, written and oral
• Positive attitude with a personable demeanor
• Ability to creatively problem solve and produce solutions
• Attention to detail with the ability to think ‘big-picture’
• Capacity to work with tight deadlines and adaptable to a changing environment
• Experience working with confidential information and data

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• Post-Secondary Education in relevant field preferred, or relevant work experience
• Minimum 1 year experience administering a Microsoft Domain environment
• Project Working knowledge of service desk software, computers, and networks an asset
• Working knowledge of Active Directory and Office 365 an asset

• Hybrid remote, with the requirement to be in Thorold, ON, office when requested (must have ability to commute or live in Niagara Region)
• Working in an office environment with frequent interruptions
• Ability to travel to all locations within Niagara Region for IT support
• Occasional work outside regular business hours (specifically around IT launch requirements)

CAA Niagara is an equal-opportunity employer and is committed to providing an accessible and inclusive workplace. We are dedicated to ensuring that our recruitment processes are barrier-free and accommodating to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or employment process, please inform our Human Resources department at hr@caaniagara.ca 

We will work with you to meet your needs and ensure a positive experience throughout the recruitment journey.