It Support Technician- Permanent Full Time- 35 Hours/Week

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IT Support Technician
Permanent Full Time

COMPETITION NUMBER: C/E24-01-25

HOURS OF WORK: 7 Hours per Day

START DATE/TERM: Immediately

2 Positions

REPORTS TO: SeniorManager, Information Technology

POSITION SUMMARY:
This role delivers comprehensive IT support across the agency, empowering users by diagnosing and resolving a wide range of issues related to computer hardware, software, and mobile devices. With a focus on innovative solutions and user-friendly assistance, the position ensures seamless technology experiences for all staff members.

RESPONSIBILITIES:

IT Support:

• User Support and Troubleshooting (onsite/remote): Provide first-line support to users facing issues with hardware (computers, mobile devices, printers, etc.) and software applications (office suites, collaboration tools, etc.). This includes diagnosing problems, guiding users through corrective steps, and escalating issues when necessary.
• Regular Onsite Visitation for Preventive Maintenance and Relationship Building: Conduct regular, scheduled visits to each site as part of a proactive IT maintenance strategy. These visits aim to perform preventive maintenance on critical hardware, ensure software updates and security patches are applied, and check on the health of network infrastructure. Additionally, use these opportunities to strengthen relationships with remote and onsite staff, gather feedback on IT services, and identify potential improvements or training needs. This proactive approach helps in reducing emergency issues, enhancing system reliability, and ensuring that all users feel supported by the IT department.
• Account Management: Handle requests related to user accounts, including password resets, account lockouts, permissions adjustments, and setting up new accounts in accordance with agency policies.
• Network Support: Assist users with network access issues, including Wi-Fi connectivity, and VPN problems.
• Email and Collaboration Tools Support: Support and troubleshoot issues with email clients, configuration settings, and collaboration tools such as Microsoft Teams.
• Security and Compliance: Assist in implementing security policies by educating users on secure practices, handling phishing reports, ensuring antivirus updates, and supporting secure access through multi-factor authentication (MFA) setups.
• Hardware and Software Installation and Configuration: Install, configure, and update hardware and software, ensuring compatibility and compliance with IT standards. This may include setting up laptops, installing necessary applications, and configuring peripherals
• Inventory and Asset Management: Maintain an up-to-date inventory of IT assets, tracking software licenses, hardware devices, and other technology resources.
• Documentation and Knowledge Base Maintenance: Create and update documentation for IT processes, troubleshooting guides, and FAQs to aid in resolving common issues efficiently and promoting self-service among users.
• Feedback and Continuous Improvement: Collect feedback from users to identify trends in IT issues, suggesting improvements in IT infrastructure and training programs to reduce helpdesk tickets.
• Remote Support: Provide remote support to users who work from different sites, using remote tools to diagnose and solve IT issues without physical access to the device.
• Training and Onboarding: Assist in the onboarding process by providing IT orientation to new employees, including setting up necessary accounts, educating on IT policies, and guiding on the use of company software and hardware.
• Incident and Problem Management: Log all helpdesk interactions in an IT service management (ITSM) tool, analyze incidents for underlying problems, and contribute to resolving those problems to prevent future occurrences.

Other:

• Engage in Continuous Learning and Collaboration: Participate actively in staff meetings, team discussions, and special events, leveraging both in-person and virtual platforms to ensure inclusivity and adaptability to remote or hybrid work environments.
• Attendance and Time Management: Demonstrate optimal attendance and punctuality, utilizing digital tools for effective time management and remote work efficiency. Adhere to flexible work schedules when applicable, ensuring consistent productivity and support availability.

• Adhere to Health, Safety, and Wellness Standards: Embrace a culture of wellness by supporting initiatives that promote physical and mental health, including ergonomic practices and digital well-being for remote workers.

• Uphold Organizational Standards and Compliance: Align with Macaulay's policies, practices, and quality standards, with a strong emphasis on data protection, privacy regulations, and cybersecurity best practices. Contribute to a secure digital work environment by following IT security protocols and promoting awareness among staff.
• Advance Organizational Mission and Strategic Goals: Dedicate efforts to furthering Macaulay’s mission, vision, values, and strategic directions. Embrace digital transformation initiatives that enhance service delivery, operational efficiency, and stakeholder engagement.
• Promote a Collaborative and Inclusive Culture: Foster an environment that encourages innovation, collaboration, and inclusivity. Support the integration of diverse technologies and practices that enhance teamwork and service delivery across all operational areas.
• Versatility in IT Support and Projects: Undertake additional IT-related tasks and activities as delegated or assigned. Show flexibility and a willingness to adapt to emerging technologies, project needs, and organizational priorities.

QUALIFICATIONS:

• Educational Background: Diploma/degree in computer science, Information Technology, or related field.
• Professional Certifications: Possession of industry-recognized certifications will be considered a significant asset, including but not limited to:
  • CompTIA A+, Network+, Security+
  • Microsoft Certified: Windows Server Administration, Azure Fundamentals
• Relevant Work Experience: At least 3 years of hands-on experience in:
  • Configuring and managing network infrastructure (firewalls, switches, Wi-Fi)
  • Administering modern Windows environments, including Windows Server (2016, 2019) and Windows 10/11
  • Implementing and supporting cloud services, especially in Microsoft Azure or Microsoft 365 environments
• Data Privacy and Security: Demonstrated commitment to maintaining the highest level of confidentiality and integrity in handling sensitive information pertaining to the organization, its clients, and personnel.
• Organizational and Project Management Skills: Strong ability to organize, multitask, and prioritize work in a dynamic environment.
• Analytical and Problem-Solving Abilities: Exceptional problem-solving skills with a detail-oriented mindset. Ability to approach challenges creatively and implement effective solutions.
• Collaboration and Communication: Proven track record of building and maintaining productive working relationships with both technical and non-technical team members. Excellent interpersonal and communication skills are essential.
• Self-Motivation and Continuous Improvement: Highly driven individual with a passion for achieving excellence. Committed to continuous learning and adapting to new technologies and methodologies.
• Teamwork and Independence: Ability to work effectively both as part of a team and independently. Experience in collaborative projects and comfort in a team-oriented environment is critical.
• Availability: Flexibility to work day, evening and or weekend hours as needed
• Physical requirement: Ability to lift, carry, push, pull various IT equipment
• Valid Driver's License and Reliable Transportation: Possession of a valid driver's license and access to a dependable vehicle are required for travel to various agency locations and to provide onsite support as needed.
• Acceptable Vulnerable Sector Police Reference Check.

SALARY:IT Support Technician Salary Scale ($50,969 - $56,697 per annum) with Competitive Benefits Package (health & dental), Defined Pension plan, and paid time off entitlements (starting at 20 vacation days & 3 float days.

THIS POSITION IS NOT WITHIN THE CUPE LOCAL 2563 BARGAINING UNIT.

Interested candidate should apply through Macaulay Job Opportunities Page: https://macaulaycentre.org/opportunities/job-opportunities/

INTERNAL APPLICATION PERIOD FOR CUPE LOCAL 2563 BARGAINING UNIT:

February 20, 2024 – February 26, 2024

**Please note internal applicants should use their Macaulay email to apply**

DATE POSTED: February 20, 2024

Macaulay Centres for Children values the diversity of people and communities and is committed to excellence and inclusion. We welcome qualified individuals who contribute to the diversity of our staff group.

The Macaulay Centres for Children Centre offers accommodation for applicants with disabilities in its recruitment process. If you are contacted by the agency regarding a career opportunity, please advise if you require accommodation.

We thank all applicants for their interest in our organization, however only those selected for an interview will be contacted.

This document is available in alternate formats upon request.

The Macaulay Centres for Children is committed to service and employment equity.