About NAInformatics
NAInformatics is dedicated to helping Alberta’s small and medium-sized businesses (SMEs) overcome the challenges of managing their IT infrastructure, software licensing, and data analytics. Many SMEs struggle with limited internal resources in these areas, leading to costly downtime, compliance risks, and missed opportunities. At NAInformatics, we bridge this gap by offering reliable, innovative, and customized IT support, software asset management, and data analytics services. Our goal is to empower Alberta’s SMEs to thrive in today’s digital economy.
Our services focus on three key areas: IT Support – providing dependable onsite and remote technical assistance, troubleshooting, and proactive maintenance to keep your systems running smoothly. Software Asset Management (SAM) – helping businesses effectively manage software licenses, ensure compliance, and optimize technology investments. Data Analytics Services – turning raw data into valuable insights with tools like KNIME, enabling better, data-driven decisions. With NAInformatics as your technology partner, you can focus on what you do best—growing your business.
Position Overview
As an IT Technical Support Specialist at NAInformatics, you will provide essential technical support, troubleshooting, and maintenance to our clients. You’ll help businesses keep their technology running smoothly while ensuring the highest level of customer service. Your expertise will be crucial in diagnosing issues, educating users, and supporting IT environments that drive success.
Key Responsibilities
- Provide remote and onsite technical support for desktops, laptops, mobile devices, and peripheral equipment
- Troubleshoot and resolve hardware, software, and network issues
- Install, configure, and maintain IT systems and applications
- Document support activities and resolutions in the IT service management system
- Assist clients with software licensing, updates, and basic cybersecurity
- Educate users on technology best practices and preventive maintenance
- Collaborate with other team members to develop and implement technology solutions
- Identify opportunities to improve client technology environments and recommend solutions
- Provide training to clients on new systems or tools as required
- Stay current with emerging technologies, tools, and best practices
Qualifications
- Bachelor’s degree or diploma in Computer Science, Information Technology, or a related field
- 2+ years of experience in IT support or technical support roles
- Valid driver’s license and willingness to travel occasionally within Alberta
Certifications
- CompTIA A+ or equivalent
- Network+ or equivalent
- Microsoft Certified: Modern Desktop Administrator Associate or similar
- ITIL Foundation certification (preferred but not required)
- Other relevant certifications (e.g., Apple Certified Support Professional, Cisco CCNA) considered an asset. Note: If you do not already hold these certifications, you are expected to begin certification training within the first 90 days of employment.
Skills
- Proficiency with Windows and MacOS operating systems
- Strong understanding of networking fundamentals (TCP/IP, DHCP, DNS, VPN)
- Experience with Office 365, cloud applications, and remote support tools (TeamViewer, AnyDesk, ConnectWise)
- Basic understanding of Active Directory and user account management
- Knowledge of cybersecurity best practices and endpoint security
- Strong troubleshooting and problem-solving skills
- Excellent interpersonal and communication skills to provide outstanding customer service
- Ability to work independently and in a team environment
- Attention to detail and strong organizational skills
Nice to Have
- Experience with software asset management (SAM) basics
- Familiarity with ticketing systems – Jira Service Desk
- Exposure to ITIL or similar frameworks for IT service management.
Tools Required
- Cellphone (for communication and troubleshooting)
- Reliable internet connection (for remote work and client support)
- Computer/laptop (capable of running required IT tools and applications)
- Vehicle (for occasional onsite client visits as needed)