IT Support Specialist

IT Support Specialist – Urbacon

About The Role

Job Summary:

The IT Support Specialist will provide foundational technical support to Urbacon’s employees, ensuring uninterrupted operation of hardware, software, and business applications. This role handles routine IT tasks, assists with onboarding, and supports quality assurance for software updates. A key responsibility is to develop and document processes and procedures while learning the role, creating a lasting resource to streamline future staff onboarding and operational consistency. The IT Support Specialist will work closely with the IT team in a dynamic construction-focused environment.

Responsibilities

Core IT Support

• Provide setup, support, and troubleshooting for hardware and devices, including:
• Phones (desk and mobile).
• Printers and other peripherals.
• Desktops and laptops.
• Address general Windows support issues (e.g., software updates, installations).
• Assist with boardroom/meeting room technology setup and troubleshooting (e.g., Teams connectivity, projectors).
• Review, action on and resolve Desktop Support tasks (e.g., resolving basic hardware/software inquiries).
  

Application and Software Support

• Resolve common email issues (e.g., sending/receiving problems, shared mailbox access).
• Manage network folder access and permissions requests.
• Offer general support for office products (e.g., Microsoft Office, PDF editors).
• Provide basic support and troubleshooting for Urbacon-specific applications, including:
• Concur: Assist with expense entry and approval processes.
• Pacific Timesheet: Aid with time entry and approvals.
• SharePoint: Handle folder/access requests and assist with sharing links.
  

Onboarding and Documentation

• Support onboarding of new employees by:
• Setting up hardware (laptops, phones).
• Installing necessary software and configuring access to business applications.
• Providing basic training on tools like Concur, Pacific Timesheet, and SharePoint.
• Develop and maintain comprehensive documentation for tasks, processes, and procedures (e.g., software usage, onboarding steps, troubleshooting guides) while learning the role, ensuring knowledge is captured for future use.
• Update existing documentation as directed by the IT Director to reflect current practices.
  

Quality Assurance for Software Updates

• Assist with QA/QC tasks for off-the-shelf software updates, including:
• Compiling release notes for new versions and distributing them to stakeholders.
• Testing new releases to ensure functionality aligns with documentation and existing features remain unaffected.
• Documenting findings and reviewing them with the IT Team and stakeholders for approval.
• Supporting the development of implementation plans for approved updates.
  

Collaboration

• Collaborate with the IT Team and other departments (e.g., Finance, HR, Operations) to ensure user needs are met and processes are documented.
• Escalate complex issues (e.g., system integrations, advanced troubleshooting) to the IT team as needed.
  
  

Location & Commitments

• Urbacon Head Office – 750 Lakeshore Blvd East – 5 days a week.
• Maintain punctuality and proactive communication with the team regarding availability.
  
  

Candidate Qualifications And Requirements

Technical Skills & Experience

• Basic understanding of IT hardware (e.g., desktops, laptops, printers, phones).
• Familiarity with Microsoft environments (e.g., Windows, Office 365, Teams).
• Experience with or willingness to learn business applications like Concur, Pacific Timesheet, and SharePoint.
• Ability to follow, troubleshoot, and document processes and software functionality.
• Proficiency in writing clear, user-friendly documentation (e.g., using Word, SharePoint, or similar tools).
• Prior helpdesk, customer-facing IT support, or software testing experience is a plus but not required.
  
  

Soft Skills

• Strong communication skills to assist non-technical users patiently and explain processes clearly.
• Detail-oriented mindset for documenting procedures and testing software updates.
• Problem-solving attitude with a proactive approach to learning and capturing knowledge.
• Organizational skills to manage multiple support requests, QA tasks, and documentation efforts efficiently.
• Team-oriented attitude with a willingness to collaborate and escalate when necessary.
• Reliability in meeting deadlines and maintaining a professional work ethic.
  
  

Preferred But Not Required

• Exposure to construction-related software (e.g., ProCore, Vista by Viewpoint).
• Basic knowledge of network folder permissions or Active Directory.