Overview
Since our founding in 1994, Prosci has been laser-focused on change. By combining our deep understanding of people with a proven methodology rooted in the creation of the ADKAR® model, we’ve helped countless people and organizations thrive.
Our solutions empower customers with lasting change resiliency through a unique blend of training, advisory services, and licensing options, including Kaiya, our AI change management coach.
At Prosci, we are a purpose-driven organization full of passionate, curious, and results-oriented people. Working at Prosci means being part of a dynamic team that is dedicated to our purpose of creating a world where change is done right.
Join us and be part of a culture that thrives on continuous learning, growth, and making a difference.
The ICT Specialist position is responsible for providing frontline and 2nd level technical support to end users, managing incident resolution and ensuring adherence to ITIL best practices.
This role requires a deep understanding of incident management & SLA adherence, knowledge of workflows and the ability to efficiently handle ICT issues while maintaining high levels of customer satisfaction of Prosci’s technological infrastructure and supporting both the technical and people sides of ICT implementations.
The ICT Specialist will develop deep knowledge and understanding of Prosci’s systems and will also provide first-line triage support to users experiencing hardware, software or network issues, while maintaining a customer centric focus.
Check out our website for more about our team and approach : https : / / www.prosci.com / about .
Key Responsibilities
Perform tech support Diagnosing and resolving escalated technical issues with telephone, software, computers, printers, and other peripheral devices.
Follow the organization's incident management process to log, categorize, prioritize, and track incidents using (ITSM) tools.
Requirements
Candidate Profile
Competencies
Communicates Effectively ability to communicate with non-technical users, explaining technical solutions in a clear and understandable manner, Excellent oral and written communication skills.
Communicate effectively with users and stakeholders on incident status, expected resolution times.
Technical / Functional Skills
Qualifications
Additional Preferences
Additional Information
Travel Requirements : This role requires 10% travel or less.
Work Location : Ideally, this person will be commutable to Halifax, and be hybrid, but open to someone remote in Canada.
Compensation : $61,900- $77,400 CAD is the projected range of annual base salary for this role depending on the candidate’s overall qualifications and experience.
This role is eligible for inclusion in our bonus program.
Benefits : Through our experience and strategic focus on the people side of change, we know that by taking care of our people, we are taking care of our business.
In addition to the compensation detailed above, we offer comprehensive wellness benefits, including generous flexible paid time off, holidays and volunteer time, medical, dental, vision, long-term and short-term disability programs, life insurance, pet insurance, 401k with company matching, and access to LinkedIn Learning.
Our mostly virtual culture is vibrant with many opportunities to collaborate with colleagues from around the world, get involved in employee-led interest and resource groups, and to meet up with team members at in-person local or market-wide events.
We hope you're interested in making a difference with us. Even if you don't feel that you meet every requirement listed in this job description, we still encourage you to apply.
Prosci is an equal opportunity employer that is committed to inclusion and diversity. Employment opportunities at Prosci are available to all applicants, without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics.
You can learn more about our efforts to build a more inclusive, equitable and diverse organization : https : / / www.prosci.com / about / dei .
If you require assistance due to a disability applying for open positions, please submit a request to : [email protected].