IT Support Technician

Position: IT Support TechnicianLocation: Edmonton, Alberta. This role requires to be on-site 4 days per week.Status: Full-time, permanent (1)

We are currently looking for a hands-on and service-oriented IT Support Technician to support our Western Canadian team!

In this role, you will act as the primary IT contact at your site in Edmonton or Delta, playing a key role in ensuring a seamless technology experience for employees. You will be responsible for delivering day-to-day technical support while also contributing to the implementation of IT initiatives across the region.

Reporting to the IT Support Manager and working closely with the Digital Support Group and Infrastructure teams, you will provide high-quality support to end users, troubleshoot hardware and software issues, and help ensure consistency with established processes and standards.

You will focus on delivering timely, effective solutions while maintaining clear communication with users, reinforcing a strong commitment to exceptional service. Your responsibilities will also include supporting equipment maintenance, participating in IT projects, and providing on-site assistance to ensure operational continuity at your location.

About your future team
At Quadra, we put people first so that together, we can reimagine the possibilities.
Quadra Chemicals is one of the largest distributors of chemicals and ingredients in the Canadian market. We have facilities across Canada and the United-States. If you are committed to excellence, you belong at Quadra. Our employees are professional and passionate about our business. In return, Quadra offers a challenging work environment and the opportunity for personal growth with recognition for outstanding performance. Our employees work in a high-performance environment where we strive to be the best in our industry. Quadra's competitive advantage is our people. By pursuing and fostering excellence, we ensure our stakeholders receive superior product quality, customer service and value.

What will be your main responsibilities as an IT Support Technician? :
IT Support (85%)

Respond to incoming IT support requests via phone, email, chat, and ticketing system.
Troubleshoot and resolve hardware, software, and peripheral issues.
Document incidents and solutions clearly and accurately.
Provide on-site support to end users at the Edmonton, AB or Delta, BC facility (based on assigned location) and offer remote assistance to the other Western Canada site and other offices as needed.
Reinforce SLA expectations and manage user relationships with professionalism.
Apply existing documentation and standard procedures to prevent recurring issues.

Support equipment setups, moves, and replacements.
Perform maintenance on workstations, printers, and peripherals.

Maintain hardware/software inventory records.
Flag hardware needs and aging equipment for replacement.

Project Participation (15%)

Assist in the rollout of new hardware, software, and support tools.
Provide on-site support during project-related implementations or transitions.
Coordinate with other IT team members to ensure seamless deployment of activities.

Provide feedback on support processes and suggest improvements.
Stay informed of IT support trends and participate in team knowledge-sharing initiatives.

What are the required qualifications to have success in this position?:

Bachelor’s degree in Computer Science, Information Technology, or a college diploma
Minimum of 4 years of relevant hands-on IT support experience
Certifications in CompTIA A+, and ITIL are a strong asset
Excellent written and oral communication skills in English are required
Solid practical technical knowledge of network and PC operating systems, current network protocols, and standards.
Hands-on experience in hardware troubleshooting and extensive application support experience.
Foundational understanding of programming languages, including scripting with tools like PowerShell.
Familiarity with data protection regulations and relevant legal requirements.
Experience with Active Directory, Windows operating systems, Intune, MDM, RMM, endpoint management tools, and common security technologies.
Strong organizational skills, problem-solving capabilities, and project management skills are a plus.
Customer-focused mindset and commitment to delivering high-quality service.
Outstanding interpersonal skills focused on building relationships, active listening, and effective questioning.
Ability to research a wide range of IT issues as needed and strong documentation skills.
Quick absorption and retention of information, with the ability to present ideas in user-friendly language.
Highly motivated and self-directed, capable of working independently and under pressure.
Attention to detail, manual dexterity to connect and disconnect cables and components.
Valid driver's license, passport, and willingness to travel as needed (20%)

Working Conditions:

For this position requires you to work on-site 4 days a week.
Occasional travel to our other facilities to set up or repair IT infrastructure, for meetings and trainings - up to 20%, for team meetings and to provide backup support between our Edmonton, AB and Delta, BC facilities, or when there’s a need to work on special projects.
Require availability for on-call support outside of regular working hours.
Assess specific health and safety challenges, including the evaluation of space for potential hazards and risks. This involves occasional tasks such as working in confined spaces or crawling under desks for cable management.
With the support of operations, there may be a need to lift and carry heavy equipment, including servers, computers, and network hardware.

At Quadra, we offer not only an engaging culture, a collaborative, family-oriented and supportive environment, but also plenty of autonomy and flexibility. We also offer you the opportunity to be part of a professional, fun, innovative and committed team in a growing, people-oriented, Great Place to Work® certified organization. In addition to being Great Place to Work® certified, Quadra has been recognized as one of the Best Managed Companies for over 20 years! You will work with dynamic colleagues who are eager to share their knowledge with you.
Here are some of the perks of choosing Quadra:

Permanent, full-time position: Join us for a stable, long-term career
Competitive salary & Performance Incentives: Your hard work is rewarded with attractive compensation and bonuses
Tailored training: We provide personalized training to support you and your growth
Excellent Benefits Package: Medical, Dental, HSA, and more to keep you covered including our Employee Assistance Program (EAP) and access to telemedicine/Virtual healthcare
Generous Time Off: Flexible personal days, sick days and vacation to recharge
Wellness Programs: Enhance your quality of life with wellness initiatives, including health and mental wellness programs from healthcare leaders
Pension plan with match: Plan your future with our matched pension plan program
Family-owned and support environment: Be part of a private, family-owned company with a strong infrastructure and core values
Award-Winning Workplace: Work in a certified Great Place to Work®, and Best Managed Company!
Inclusive Culture: We celebrate diversity and caring for each other and having fun are part of our core values!
Career Growth: Unlock opportunities for development in a fast-paced growing company
Fun Social Activities: Get involved in company events, Volunteering programs, etc.
Referral & Recognition Programs: Earn monetary rewards through our referral and employee recognition programs (years of service, merit awards, etc.)
And Much More !

Compensation Information: The annual base salary for this position is expected to range between $52,300.00 and $78,515.00. Please note that this base salary range is provided for reference purposes only. Individual total compensation will vary based on factors such as job-related knowledge, skills, education, and experience.
Base salary represents just one component of our overall compensation package. This role is also eligible for a generous incentive program and comprehensive benefits. Quadra’s salary ranges are benchmarked against the market and determined by role and level. Final base salary will be aligned with the selected candidate’s qualifications, skill set, competencies, and work location.
At Quadra, we are committed to offering a competitive and rewarding total compensation package that recognizes your expertise and supports your professional growth.
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