Support Specialist, Information Technology

We put our people first. As an employer of choice, Acera Insurance, offers an outstanding workplace and employee culture that creates valuable opportunities for all employees. 

Our people are:

• Encouraged to challenge the status quo and never stop learning in their commitment to excellence.
• Empowered with a sense of accountability and autonomy to take ownership of their work.
• Treated with respect and act with integrity by putting clients, colleagues, and community first.
• Recognized for their achievements and celebrate festivities, big and small, to make work fun.

We also proudly offer most employees the opportunity to become owners. With over 650 employee owners, Acera Insurance is the only Canadian brokerage that is widely owned by its employees. Our employee owners have a vested interest and get to share in Acera Insurance’s success — which they make possible.

Join our award-winning network of over 1,200 professionals across Canada and change the way people feel about insurance.

SUPPORT SPECIALIST, INFORMATION TECHNOLOGY

The Support Specialist’s role is to provide a single point of contact for end users to receive support and maintenance within the organization’s desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and other equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required.

LOCATION AND STATUS

• Ottawa, ON
• Full-time, Permanent

MAIN RESPONSIBILITIES

• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels.
• Assess the need for and implement performance upgrades to PCs.
• Collaborate with system and network administrators to ensure efficient and secure operation of the company’s desktop computing environment.
• Receive and respond to incoming calls, e-mails, and tickets regarding desktop problems.
• Answer to and perform moves, adds and changes (MAC) requests as they are submitted by line managers and coordinated by system administrators.
• Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, connectors between PCs and servers, etc.) are in proper working order.
• Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
• Follow established procedures to maintain an inventory of all PC components and equipment.
• Accurately document instances of desktop equipment for component failure, repair, installation, and removal.
• If necessary, liaise with third-party support and PC equipment vendors.

QUALIFICATIONS

• College diploma or university degree in the field of computer science and/or completion of a certificate program at a recognized learning institute.
• 3+ years of experience in similar support analyst role.
• Valid driver license for regular travel within Ontario.
• Sound technical knowledge of PC and desktop hardware.
• Hands-on hardware troubleshooting experience.
• Working technical knowledge of current protocols, operating systems, and standards.
• Solid understanding of networking fundamentals.
• Ability to operate hand tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.

VALUES & COMPETENCIES

• Strong customer-service orientation.
• Ability to conduct research into PC issues and products as required.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Understanding of the organization’s goals and objectives.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment while maintaining compassion and composure for other employees.
• Experience working in a team-oriented, collaborative environment.
• Proficiency in Microsoft technologies, including Azure, Entra ID, Active Directory, Exchange, Teams, Office, SharePoint, Intune, and PowerShell.
• Familiarity with various virtualization methods and management platforms, including Citrix, AVD, Parallels, and VMware.

WORK CONDITIONS

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand tools, and to handle other computer components.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals. 
• Available for periodic on-call afterhours support as part of a regular support rotation. 
• Willing to travel as needed to support operations across Eastern Canada.

Acera Insurance is the largest independent, employee-controlled brokerage in Canada. We are proudly 100% Canadian owned and operated. With over 60 locations across British Columbia, Alberta, Saskatchewan, Ontario, Nova Scotia, and the Yukon, and $1.3 billion in gross written premium, our team provides individuals, families and businesses unbiased insurance and risk management solutions that have a distinct Canadian perspective. Our collaborative work structure combines our people’s strength and expertise to offer greater value, knowledge, and resources to our personal and commercial clients nationwide, including comprehensive group benefits.

Acera Insurance is an equal opportunity employer and is committed to all forms of diversity in the workplace. All qualified individuals are encouraged to apply.