Naylor Association Solutions

IT Systems Support Technician

Regular Full-Time


The IT Systems Support Technician will offer support users who are experiencing problems with their computers, software, and hardware peripherals. The role will also support IT department operations by maintaining business systems, assisting with project releases along with computer moves and set up.


 I.       IT Support


    • Support Desk
  • Receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain service level expectations.
  • Taking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues.
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
  • Testing troubleshooting solutions when necessary


    • IT Department Support
  • Administrative maintenance of dockets, phone system profiles, and user lists for various business systems.
  • Assist in software releases and roll-outs and communication to the end users.
  • Assist with desktop, laptop & peripheral moves
  • Perform routine and scheduled maintenance tasks
  • Place orders with external suppliers as needed
  • Track and maintain hardware and software inventories
  • Computer storage cleanup and inventory
  • Labeling, cleanup cabling

II.    Project Management Assistance


  • On a project by project basis:


    • Assist with testing & auditing
  • Apply & document functional test plans
  • Test query results, compare to expected results
  • Verify data and information output match expected results
  • Monitor & measure project results, post implementation


    • Assist with develop and maintain documentation for MIS and product development
  • Follow Naylor standard templates for technical documentation
  • Assist with development of user guides for new applications


  • Excellent communication, organizational, and problem-solving skills
  • Excellent skills in writing process and technical design documentation and producing statistical reports
  • Strong computer skills including working with Microsoft Outlook, Excel and Word
  • Knowledge of basic computer hardware, including workstations, laptops, printers, copiers, wireless technologies, smartphones.
  • Working knowledge of database environments such as SQL
  • Quick learner who thrives in a collaborative team environment
  • Experience with Enterprise and Management Information System is an asset


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