IT Technician

:\n\nPosition Title: IT Technician\nHours of Work: Flexible (40 hours per week) Monday-Friday\nLocation: Golf Links Location\nReports to: Executive Director\nSalary: 61,800 Annually\nAppointment: Full Time\nPolice Records: Vulnerable Sector\n \nPosition Summary\nThe IT Technician is responsible for providing day-to-day technical support and maintaining the organization's information technology systems, equipment, software, and related infrastructure.\nThe IT Technician provides timely and effective technical assistance to employees, supports the implementation and maintenance of technology systems, troubleshoots hardware and software issues, and assists in maintaining the security, reliability, and availability of organizational technology.\nThe position works collaboratively with employees, managers, external IT service providers, and vendors to ensure technology supports the organization's operational and program needs.\nThe IT Technician is expected to provide service in a professional, respectful, confidential, and culturally responsive manner consistent with the organization's Mission, Vision, Values, and commitment to Indigenous communities.\n\nKey Responsibilities and Duties\nTechnical Support\n\nProvide first-level technical support to employees for hardware, software, network, email, telephone, and other technology-related issues.\nRespond to IT service requests in a timely and professional manner.\nDiagnose and resolve computer, laptop, monitor, printer, scanner, telephone, and peripheral equipment problems.\nTroubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and related applications.\nAssist employees with password resets, account access, multi-factor authentication, and other access issues.\nProvide technical assistance both remotely and in person.\nEscalate complex technical issues to external IT providers or appropriate vendors when required.\nMaintain records of IT support requests, recurring issues, and resolutions.\n\nHardware and Equipment Management\n\nMaintain an accurate inventory of organizational IT equipment.\nConfigure, deploy, maintain, repair, and replace computers and other technology equipment.\nPrepare technology equipment for new employees.\nCollect and secure equipment from departing employees.\nCoordinate equipment repairs, warranties, and service calls.\nRecommend replacement of obsolete, damaged, or unsupported equipment.\nMaintain appropriate records of equipment assignments and locations.\n\n \nUser Accounts and Access\n\nCreate and maintain employee user accounts in accordance with organizational procedures.\nSet up and modify access to systems, applications, shared drives, email, and other technology resources.\nDisable or modify access when employees leave the organization or change positions, based on authorized direction.\nAssist with maintaining appropriate access permissions.\nSupport password and multi-factor authentication requirements.\nMaintain confidentiality of organizational and employee information.\n\n \nNetwork and Systems Support\n\nAssist with maintaining organizational network and internet connectivity.\nMonitor and troubleshoot Wi-Fi and network-related issues.\nAssist with the maintenance of routers, switches, firewalls, servers, access points, and related infrastructure, as applicable.\nCoordinate with external IT providers regarding network and infrastructure issues.\nMonitor system performance and identify recurring or potential technology concerns.\nMaintain documentation relating to the organization's IT infrastructure.\n\n \nCybersecurity and Data Protection\n\nSupport organizational cybersecurity practices and procedures.\nMonitor and report suspected security incidents.\nAssist employees with phishing, suspicious email, malware, and other security concerns.\nEnsure computers and supported technology are appropriately updated and patched.\nAssist with maintaining secure access to organizational systems.\nFollow organizational privacy, confidentiality, information security, and records-management requirements.\nImmediately escalate suspected security breaches or significant technology incidents to the appropriate person.\n\n \nSoftware and Licensing\n\nInstall and maintain approved software and applications.\nMaintain records of software licences and subscriptions.\nMonitor licence renewals and communicate upcoming requirements to management.\nEnsure software is appropriately licensed and supported.\nAssist with software upgrades and system implementations.\nEvaluate technology needs and make recommendations regarding software and applications.\n\n \nNew Employee and Employee Departure Support\n\nPrepare computers, accounts, email, telephones, software, and other technology for new employees.\nProvide basic technology orientation and assistance to new employees.\nRemove or modify technology access for departing employees upon authorized direction.\nRecover organizational technology equipment.\nTransfer or preserve electronic information as directed and in accordance with organizational policies.\nMaintain appropriate documentation of onboarding and offboarding activities.\n\n \nBackup and Recovery Support\n\nAssist with monitoring organizational backup systems.\nIdentify and report backup failures or concerns.\nAssist with data restoration when authorized.\nMaintain awareness of disaster recovery and business continuity procedures.\nParticipate in testing and reviewing technology-related continuity and recovery processes.\n\n \nVendor and Service Provider Coordination\n\nCommunicate with external IT service providers and technology vendors.\nOpen and monitor service tickets.\nFollow up on outstanding technical issues.\nCoordinate equipment repairs and warranty claims.\nAssist with obtaining quotations and technical information for technology purchases.\nMaintain records of vendor contacts, service agreements, warranties, and support information.\n\nIT Policies and Procedures\n\nFollow and support organizational IT, privacy, cybersecurity, confidentiality, and acceptable-use policies.\nAssist in developing and updating IT procedures and technical documentation.\nProvide employees with guidance regarding appropriate use of organizational technology.\nIdentify gaps or risks in existing IT procedures and make recommendations to management.\n\n \nTraining and Employee Support\n\nProvide basic technology training and guidance to employees.\nDevelop simple user instructions and troubleshooting guides when appropriate.\nAssist employees in using organizational technology effectively.\nPromote good cybersecurity and technology practices throughout the organization.\nSupport employees with technology-related accessibility needs where appropriate.\n\n \nProjects and Continuous Improvement\n\nParticipate in IT projects, system upgrades, technology implementations, and organizational technology initiatives.\nResearch technology solutions that may improve organizational efficiency and service delivery.\nMake recommendations regarding technology improvements.\nAssist with the implementation and testing of new technology.\nIdentify recurring IT issues and recommend solutions to reduce disruptions.\n\n \nOther Duties\n\nMaintain confidentiality of all organizational, employee, and client information.\nWork collaboratively with all departments and locations.\nParticipate in staff meetings, training, and professional development as required.\nProvide support during technology emergencies or significant system disruptions.\nPerform other related duties as assigned.\n\n \nEducation\n\nPost-secondary education in Information Technology, Computer Science, Systems Administration, or a related field is preferred.\nEquivalent education, training, and relevant experience may be considered.\n\nExperience\n\nPrevious experience providing IT technical support in an organizational environment.\nExperience troubleshooting hardware, software, network, and connectivity issues.\nExperience supporting Microsoft 365 and related applications.\nExperience with user account administration and access management.\nExperience working with external IT service providers and vendors is an asset.\nExperience working in a non-profit, community-based, or Indigenous organization is an asset.\n\n \nKnowledge, Skills and Abilities\nThe successful candidate will demonstrate:\n\nStrong troubleshooting and problem-solving skills.\nKnowledge of computer hardware, software, operating systems, and peripherals.\nKnowledge of Microsoft 365 applications.\nUnderstanding of basic networking and connectivity.\nUnderstanding of cybersecurity and information-security principles.\nAbility to explain technical information clearly to individuals with varying levels of technical knowledge.\nStrong organizational and time-management skills.\nAbility to prioritize multiple requests and respond appropriately to urgent issues.\nStrong communication and interpersonal skills.\nAbility to work independently and as part of a team.\nStrong attention to detail.\nAbility to maintain strict confidentiality.\nAbility to document technical issues and procedures accurately.\nAbility to establish positive working relationships with employees, managers, vendors, and service providers.\nCommitment to respectful and culturally responsive service.\n\nKey Performance Areas\nPerformance in this position may be evaluated based on:\n\nTimely and effective resolution of IT support requests.\nReliability and availability of organizational technology.\nAccurate equipment and software inventory.\nEffective user account and access management.\nAdherence to cybersecurity and privacy requirements.\nQuality and accuracy of IT documentation.\nEffective vendor and service-provider coordination.\nEmployee satisfaction with IT support.\nSuccessful completion of assigned IT projects.\nProfessionalism, communication, and teamwork.\nContribution to the organization's Mission, Vision, and Values.\n\nPreferred\nExperience working in an Indigenous organization.\nAbility to speak Ojibway, Oji-Cree or Cree.\n\nOther Duties\nThe above statements are the general functions of the position and should not be interpreted as a detailed description of all the work requirements that may pertain to the job.\n \nWorking Conditions\n\nPrimarily office-based with travel between organizational locations as required.\nMay require working at multiple organizational sites.\nMay involve occasional lifting, carrying, and moving of computer equipment and other technology.\nMay require work outside regular hours during significant technology disruptions, system upgrades, or scheduled maintenance.\nMay involve exposure to confidential employee, client, financial, and organizational information.\nMust follow all organizational health, safety, privacy, confidentiality, and security requirements.\n\n \nPhysical Demands\nThe position may require:\n\nExtended periods of computer and screen use.\nSitting and working at a computer workstation.\nStanding, walking, bending, and reaching as required.\nLifting and moving technology equipment within reasonable limits.\nOccasional work in areas containing network and technical equipment.\n\n \nOntario Health and Safety (OH&S) All employees are required to carry out their duties in a manner that does not adversely affect their own health and safety and that of others by reporting all potential hazards; and all incidents and injuries; as well as co-operating with any measures introduced in the workplace to improve OH&S.\n \nEmployment is subject to:\n\nMust provide a successful Police Records Check (Vulnerable Sector)\nMust be willing to work flexible hours of work (40 hrs/wk)\nMust have a valid Ontario Class “G” Driver’s license, use of an automobile and appropriate insurance coverage is required\n\n \nConfidentiality\nThe IT Technician has access to confidential organizational, employee, client, financial, and system information. The incumbent is responsible for maintaining strict confidentiality and ensuring information is accessed, used, stored, and disclosed only in accordance with organizational policies, applicable legislation, and authorized business requirements.\n\nHow to Apply\n\nInterested applicants are invited to submit application via Beendigen’s website at http://www.beendigen.com/employment/\n \nOnly those applicants granted an interview will be contacted.\n\nBeendigen Anishinabe Women's Crisis Home and Family Healing Agency welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.