Helpdesk / Technical Support

The IT Support Specialist provides technology-related support and advice to employees at Blinds to Go retail stores, In home consulting business and head offices in Canada and USA. This role is also responsible for setting up new users and their computers, training new employees on computer and network usage, and helping to manage the general care and feeding of our IT infrastructure, including desktops, laptops, tablets, servers, software, network devices and much more.

This job requires great communication skills, excellent critical thinking abilities, and sound judgment to assess issues, understand their impact, and prioritize on the fly. You must be able to design and execute fitting solutions, and, when necessary, escalate issues and resolve issues with help of other members of the Technology team or third-party service providers.

In a typical day, IT Support Specialist may rebuild a slow-running desktop, troubleshoot a faulty network jack, reset a few passwords, investigate a service outage with one of our data providers. Some of these tasks will have structure, some will require creating structure on the fly.

Job Responsibilities
  • Respond to support requests regarding computer software, hardware, or network operation.
  • Monitor the Help Desk tracking system, troubleshoot issues and provide excellent support to all users in all locations via phone calls or emails
  • Identify support trends and escalate issues of concern to the Systems Administrator.
  • Configure new computers and assist with software installations.
  • Communicate effectively with Blinds To Go employees by setting expectations and providing timely updates until issues are resolved.
  • Keep current systems updated and running smoothly by performing routine maintenance and upgrades.
  • Instruct users about computer, software and network usage and maintenance.
  • Other special projects as assigned.
Skills and Requirements
  • Problem solving and critical thinking are second nature to you and something you do with a measure of enthusiasm, patience, tenacity, and thoroughness.
  • Experience utilizing a variety of computer hardware, software and networking technologies. In short, you understand computers, what makes them work, how they talk, and why they break.
  • Experience with Windows computers and Macs is a must. Bonus points for experience working with Windows servers, VMs, phone systems, Active Directory
  • Ability to understand, explain, and relate to technology from an administrator and an end-user perspective.
  • Must be customer service-oriented with the ability to learn quickly, be resourceful/flexible, and exercise sound judgment.
  • Must be able to handle high pressure/emergency response situations.
  • Maintain confidentiality about the information being processed, stored or accessed by the network.
  • Must be able to drive a car in to support all locations in Canada. Some travel to USA retail locations is also required.
  • Emergency availability on nights and weekends for support is required. Maintenance and projects may also require occasional night and weekend work. Alternative working schedule may be required during peak season.
  • Education: Bachelor’s Degree or 3 years of experience in a technology-related field. Current IT Certifications preferred.
  • Preferred bilingual (English & French)
  • Experience: 2-3 years in a similar role.

Blinds To Go. Building a great company…one person at a time