IT Support Technician

Location:

This position may be based in either Longwood, Florida, or The Woodlands, Texas, and requires an on-site presence four days per week.

Status:
Full-time, permanent (1)

Our U.S. team is experiencing strong growth, and we are currently seeking a hands-on, service-oriented IT Support Technician to join and support our dynamic team! In this role, you will act as the primary IT contact at your site in Longwood, Florida playing a key role in ensuring a seamless technology experience for employees. You will be responsible for delivering day-to-day technical support while also contributing to the implementation of IT initiatives across the region.

Reporting to the IT Support Manager and working closely with the Digital Support Group and Infrastructure teams, the IT Support Technician will provide high-quality support to end users, troubleshoot hardware and software issues, and help ensure consistency with established processes and standards. You will focus on delivering timely, effective solutions while maintaining clear communication with users, reinforcing a strong commitment to exceptional service.

Your responsibilities will also include supporting equipment maintenance, participating in IT projects, and providing on-site assistance to ensure operational continuity at your location.

At Quadra, we put people first so that together, we can reimagine the possibilities. Quadra is one of the largest distributors of chemicals and ingredients in the Canadian market. We have facilities across Canada and the United-States. If you are committed to excellence, you belong  employees are professional and passionate about our business. In return, Quadra offers a challenging work environment and the opportunity for personal growth with recognition for outstanding performance.

Our employees work in a high-performance environment where we strive to be the best in our industry. Quadra's competitive advantage is our people. By pursuing and fostering excellence, we ensure our stakeholders receive superior product quality, customer service and value.

• Respond to incoming IT support requests via phone, email, chat, and ticketing system.
• Troubleshoot and resolve hardware, software, and peripheral issues.
• Document incidents and solutions clearly and accurately.
• Provide on-site support to end users at the Edmonton, AB or Delta, BC facility (based on assigned location) and offer remote assistance to the other Western Canada site and other offices as needed.
• Reinforce SLA expectations and manage user relationships with professionalism.
• Apply existing documentation and standard procedures to prevent recurring issues.
• Support equipment setups, moves, and replacements.
• Perform maintenance on workstations, printers, and peripherals.
• Maintain hardware/software inventory records.
• Flag hardware needs and aging equipment for replacement.

• Assist in the rollout of new hardware, software, and support tools.
• Provide on-site support during project-related implementations or transitions.
• Coordinate with other IT team members to ensure seamless deployment of activities.
• Provide feedback on support processes and suggest improvements.
  
  Stay informed of IT support trends and participate in team knowledge-sharing initiatives.

• Bachelor’s degree in Computer Science, Information Technology, or a college diploma
• Minimum of 4 years of relevant hands-on IT support experience
• Certifications in CompTIA A+, and ITIL are a strong asset
• Excellent written and oral communication skills in English are required
• Solid practical technical knowledge of network and PC operating systems, current network protocols, and standards.
• Hands-on experience in hardware troubleshooting and extensive application support experience.
• Foundational understanding of programming languages, including scripting with tools like Power Shell.
• Familiarity with data protection regulations and relevant legal requirements.
• Experience with Active Directory, Windows operating systems, Intune, MDM, RMM, endpoint management tools, and common security technologies.
• Strong organizational skills, problem-solving capabilities, and project management skills are a plus.
• Customer-focused mindset and commitment to delivering high-quality service.
• Outstanding interpersonal skills focused on building relationships,…