Nanometrics Inc.
IT Support Specialist - Level 1
Nanometrics Inc.Canada1 day ago
InternshipRemote FriendlyInformation Technology
Job Title

IT Support Specialist - Level 1

Reports To

Director, Information Technology and Cloud Solutions

Based In

Ottawa, ON

Term

Full Time

About Nanometrics

With 40 years of seismic technology and industry application experience, we are a global, award-winning company providing monitoring solutions and equipment for studying artificial and natural seismicity. From mission-critical seismic arrays, tsunami and early earthquake warning systems in over 90 countries across the globe to induce seismicity monitoring in the energy sector. We specialize in full-service, integrated solutions for studying artificial and natural seismicity, including turnkey seismic networks, industry-leading precision instrumentation, complete data processing, analysis services, and software applications.

At Nanometrics, we take pride in fostering a culture of innovation, collaboration, and excellence. We are passionate about making a global impact through cutting-edge technology while staying rooted in values of intentional innovation, trust, ethics, and stability.

About the role: 

The Level 1 IT Support Specialist is the first point of contact for staff members seeking technical assistance and solutions. We are looking for an individual who is genuinely enthusiastic about technology, automation, and AI, with a strong desire to learn and grow. This pivotal role ensures business success through effective technical support by resolving hardware, software, and network issues via a ticketing system and in-person interactions. The specialist is solutions-oriented, focusing not just on fixing the immediate problem but on finding the best, long-term solutions, and looking for ways to automate recurring tasks. The role includes contributing to basic SaaS tools and AWS account configuration, plus assisting with IT security initiatives.

Responsibilities

  • Provide Solutions-Oriented Support: Respond to, analyze, and resolve technical support requests and incidents reported by users via our ticketing system and in-person interaction in a timely and professional manner. Focus on diagnosing root causes and implementing effective, lasting solutions rather than temporary fixes. Promptly recognize and escalate more complex or high-priority technical issues
  • Troubleshooting: Diagnose and resolve basic technical issues related to:
  • Operating Systems (Windows, macOS, Linux)
  • Productivity Suites (Google Workspace, Jira) and many other business applications.
  • Desktop/Laptop hardware (PCs, Macs) and peripherals (printers, monitors)
  • Basic network connectivity issues (wired and wireless)
  • Mobile devices (smartphones, tablets)
  • Video conferencing
  • Configuration and Administration:
  • Assist with user onboarding and offboarding, including creating, modifying, and disabling user accounts (e.g., Active Directory, Google Workspace administration, VPN access).
  • Perform basic Amazon Web Services (AWS) account management tasks, such as creating IAM users, resetting passwords, and managing access keys under supervision.
  • Assist in the configuration and management of various Software as a Service (SaaS) applications used across the business (e.g., HR platforms, collaboration tools, CRM systems).
  • Security & Compliance Support:
  • Participate in IT security initiatives, such as monitoring phishing attempts, assisting with endpoint security software deployment, disaster recovery plans, and ensuring compliance with security policies.
  • Asset Management & Documentation:
  • Track and maintain IT asset inventory (hardware and software licenses) and assist with equipment deployment and retrieval.
  • Accurately document all reported issues, resolutions, and steps taken in the IT Service Management (ticketing) system. Prioritize the creation of documentation for recurring issues to build a repository of solutions.
  • Training:
  • Provide basic training and guidance to end-users on how to use standard software and hardware effectively.

Requirements:

  • Mindset and Growth:
  • A strong, demonstrable passion for technology, IT systems, and a proactive, solutions-oriented approach to continuous learning.
  • Genuine enthusiasm for identifying areas for automation and efficiency improvements in daily IT operations.
  • The initiative to explore new technologies and self-teach technical concepts, always looking for the "why" behind the issue.
  • Technical Skills:
  • Proven experience supporting and troubleshooting Windows, macOS, and/or Linux operating systems.
  • Familiarity with supporting and administering Microsoft 365/Office 365 and/or Google Workspace.
  • Exposure to Cloud concepts and basic hands-on experience or coursework with AWS or another cloud platform.
  • Demonstrated ability to learn and configure new business SaaS applications quickly.
  • Basic awareness of IT security principles (e.g., phishing, password hygiene, MFA).
  • Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN).
  • Soft Skills:
  • Exceptional customer interaction skills with a patient, friendly, and professional demeanor for effective in-person support.
  • Excellent diagnostic and complex problem-solving abilities, with a focus on delivering effective solutions.
  • Strong written communication skills for ticketing system correspondence and documentation.
  • Ability to prioritize and manage multiple tasks in a fast-paced environment.
  • Education:
    • College or University Diploma; Information Technology, Computer Science, or a related field is a plus.
    • Experience: 1-2 years of experience in a help desk, technical support, or customer service role is preferred, or relevant co-op/internship experience.
Desirable Assets

  • CompTIA A+, Linux+, CompTIA Security+, or other relevant certifications.
  • Prior administrative experience with Google Workspace (advanced setup, policy enforcement, scripting, or API integrations).
  • AWS Certified Cloud Practitioner (CCP) certification.
  • Experience with a specific IT Service Management (ITSM) platform, such as Jira Service Management, ServiceNow, or Zendesk.
  • Basic experience with scripting (e.g., Python, PowerShell, Bash) for automation, or exposure to AI/ML tools used in IT support.
  • An understanding of recent AI technologies
  • Evidence of personal projects that are technology related

Why Nanometrics?

  • We are a global leader in seismic solutions and a Canada's Best Managed Companies Platinum member.
  • We value sustainable growth that benefits our employees, our community, and the environment.
  • Maximize your productivity with our flexible hybrid work model. Our centrally located office space offers a stimulating environment for collaboration and focused work. Plus, enjoy a convenient commute with easy access to biking paths and public transportation.
  • Engage in virtual and onsite social events centered around collaboration, learning, and fun, including volunteer events, celebrations, and team-building activities.
  • Our comprehensive group benefits program includes RRSP matching, health/dental benefits, a corporate bonus program, education assistance, and a health spending account.
  • Our Employee Assistance Program (EAP) provides services and support for health, work-life solutions, legal guidance, financial resources, wellness tools, and more.
  • Enjoy a competitive leave program, including a holiday shutdown (December 25 to January 1).
  • Grow your career with learning and development opportunities.
  • Collaborate with high-performing teams and some of the industry's top minds.

Nanometrics is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Should you require accommodation as part of the recruitment and selection process, please reach out to [email protected]

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