IT Technician III

About the Role

An IT Technician III is responsible for supporting Altasciences’ users in their usage of the tools provided by the IT department such as computers, telephones, software, laptops, mobile phones, etc. An IT Technician III responds to and tracks user requests and solutions via an automated Helpdesk System. The IT Technician III will support the more junior technicians and act as a point of escalation if required.

An IT Technician III is expected to be the most knowledgeable technical resource for the IT department for most workstation and workstation installation issues.

• Provide accurate and creative solutions to user problems.
• Enhance and develop quality support methods and communication skills through coaching feedback.
• Provide support and coaching to the junior technicians (IT Technician I and II).
• Act as a knowledgeable resource to the IT department specifically for end user workstation hardware, software, and configuration.
• Responsible for consulting with the System Administrator team to resolve complex problems.
• Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.
• Research, resolve, and respond to questions received via phone calls and emails in a timely manner.
• Participate in team projects that enhance the quality or efficiency of IT Support service.
• Use the IT Service Management system to record calls, document issues, and communicate the solutions for incidents.
• Identify recurring problems and help end users to resolve them.
• Troubleshoot problems encountered by staff members, user account, email and user profiles creation / management.
• Train and support more junior IT staff in the correct use of the hardware and software that are part of the network.
• Prepare computers, including validated systems for delivery to employees and load them with the appropriate software and operating system.
• Suggest improvements and upgrades to hardware and software.
• Write training manuals and/or train end users in the proper use of hardware and software.

• Bachelor's degree in an IT-related program preferred.
• 5 years of related experience.
• CompTIA A+, Network+, and Security+ certifications.
• Advanced knowledge in the configuration, installation, and troubleshooting of Windows 10/11 and Cisco Phone Equipment.
• Advanced knowledge of PC and laptop hardware.
• Advanced knowledge in mobile smartphones, iPhone, Android.
• Advanced knowledge in Microsoft Office, printer management, DHCP, DNS, TCP/IP, Active Directory, Remote Desktop Services, Air Watch Mobile Device Management, Windows Deployment Services (WDS), Antivirus software, and VPN technology.
• Ability to read and interpret technical documents and industry specific manuals.
• Ability to write advanced reports and correspondence.
• Well-developed interpersonal skills are required.
• Personal/professional integrity and proven discretion in handling confidential information.
• Ability to develop strong trusting relationships to gain support and achieve results.
• Capable of managing multiple conflicting priorities.
• Must be self-directed, motivated, and have a willingness to take the initiative to identify and anticipate client needs and make recommendations for implementation.
• Excellent skill transfer and coaching skills.
• Demonstrated technical skills, with the ability to learn new equipment and procedures quickly.
• Excellent customer service skills.
• Excellent organizational and time-management skills.
• Excellent diagnostic and problem-solving skills.
• Ability to effectively prioritize tasks.
• Able to work independently under tight deadlines and as part of a team.

The hourly range estimated for this position is $32.00 - $44.00
. Salaries vary within the range based on factors including, but not limited to, prior relevant experience, skills, education, certification, location as well as internal equity and market data.

Altasciences offers a wide variety of benefits to help employees live healthy and fulfilling lives both at and outside of work. The benefits package includes:

• Health/Dental/Vision Insurance Plans
• 401(k)/RRSP with Employer Match
• Paid Vacation and Holidays
• Paid Sick and Bereavement Leave
• Employee Assistance & Telehealth Programs
• Training & Development Programs
• Employee Referral Bonus Program

Altasciences is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability or any other protected grounds. Reasonable accommodations for persons with disabilities during the recruitment process are available upon request.