Role overview

Are you looking for an inviting and exciting career opportunity? Do you want to positively contribute to an organization that serves the community? If the answer is “Yes!”, this is the job for you!
Catholic Social Services is currently recruiting for one, full-time Computer Technician II to join the DSI (Digital Services & Innovation) team in our Red Deer office.
Job Summary
Reporting to the Manager, DSI, the Computer Technician provides the first line of technical support to Agency’s employees. The Computer Technician is responsible for software and hardware installation for all computers within the Agency.
Job Duties
Collaboration

Understands, supports, promotes, and adheres to the Agency’s vision, mission, values, and organizational ethics, and treat all persons with humility, compassion, and respect
Presents as a positive and professional role model and ambassador for the Agency in interactions with internal and external stakeholders. Maintains respectful personal boundaries
Communicates effectively and respectfully in a professional and confidential manner with all employees and external stakeholders; both verbally and in writing
Establishes and maintains respectful, collaborative working relationships with employees and external stakeholders, as applicable

Help Desk

Provides afterhours support on a rotational basis
Provides appropriate feedback to end users on Help Desk requests
Provides desktop support to end users using various methods – phone, email, TeamViewer, or actual site visit

Hardware

Installs new computers
Identifies, updates, and maintains accurate IT inventory
Installs additional software or additional hardware as needed
Maintains and repairs computer equipment
Works within computer networks
Performs regular upgrades to ensure systems remain updated
Provides technical support for various types of Smart Phones
Provides technical support for iPads and tablets
Teaches users how to utilize computers correctly
Maintains a positive relationship between IT and end users by prompt trouble shooting and on-call support
Accurately records incidents in Help Desk system and escalates where required
Administers user accounts and groups within Active Directory, Exchange, and Portal
Prepares encrypted USB sticks for user to use
Runs network and telephone lines as needed
Creates computer images

General

Ensures appropriate and confidential handling and storage of client/Agency information and documentation in accordance to Agency policies, procedures, and standards
Completes and submits regular and ad hoc reports and documentation as per standard procedures on or before assigned due dates
Initiates ongoing process improvements within role; assists with the implementation of approved proposals, processes, procedures, and reports as assigned
Assists in training and supporting new employees and colleagues
Reports incidents to manager or designate in a timely manner
Follows health and safety protocols while adhering to Agency policies and procedures
Maintains a pleasant and safe work environment, ensuring high levels of cleanliness, comfort, and safety
Attends and actively participates in scheduled meetings. Supports team initiatives and helps to identify problems and suggest solutions
Performs other related duties as required

What This Job Requires:

Minimum of a Certificate in information technology or equivalent from a recognized educational institution
A Diploma or a Degree in information technology or equivalent from a recognized educational institution is considered an asset
Additional relevant education considered an asset
Additional relevant certifications or designations considered an asset
Minimum of three (3) years’ experience providing desktop computer support in a Windows operating system environment is required
Equivalent combinations of education and experience may be considered

Knowledge, Skills, and Abilities

In-depth knowledge of Microsoft Office applications (Word, PowerPoint, Excel, Outlook)
Working knowledge of current Windows Desktop Operating Systems
Thorough understanding of how a computer works on all levels – hardware and software
Ability to learn/develop/research proficiency on new systems and applications
Proficient in use of Agency-assigned computer applications and databases
Strong relationship/networking skills, client-service attitude, and commitment to providing exceptional service and quality results with empathy and compassion
Awareness of and sensitivity towards individuals with diverse needs
Ability and willingness to work in and contribute to a diverse and inclusive team environment that may include a wide range of beliefs, lifestyles, languages, cultures, and ethnic backgrounds
Comfortable working in a Catholic environment, being respectful of relevant Catholic teachings and practices
Demonstrated maturity, self-awareness and insightfulness, and possesses high ethical standards and an uncompromising sense of integrity
Strong interpersonal and conflict management skills to facilitate working effectively with wide range and number of people, including employees and external stakeholders
Effective English-language communication skills, both verbal and written, to communicate using active listening, to understand, comprehend, and comply with all job requirements
Demonstrated ability to communicate clearly and concisely without using computer jargon
Knowledge of and effective collaboration with diverse groups of people including internal and external stakeholders
Effective negotiation, persuasion, and listening skills to facilitate successful resolution of Agency and stakeholder requests and concerns
Collaborative skills: willingness to work as a team member, consulting and sharing information with colleagues and stakeholders, and contributing to the development and evaluation of services provided
Ability to work collaboratively as a member of a team as well as independently with minimal supervision
Up-to-date knowledge of Agency policies, procedures, and standards; as well as relevant legislation, regulations, practice standards and practice guidelines
High level of professionalism, confidentiality and diplomacy; with ability to manage sensitive and confidential information and comply with all regulatory requirements and Agency Privacy and Confidentiality policies and procedures
Attentiveness to details and ability to manage a diverse workload within a fast-paced environment with changing multiple priorities and frequent interruptions
Demonstrated problem solving and judgment skills with the ability to analyze a situation, consider all options, and think “out-of-the-box” for solutions
Resourcefulness and flexibility to adapt to changing needs of circumstances and Agency
Strong time management, planning, and organizing skills that reflect ability to perform and prioritize multiple tasks seamlessly and meet deadlines
Ability to multi-task, establish priorities, and take initiative
Ability and willingness to work outside of regular business hours as required. Advance notice will be provided when possible. Required to participate in rotating on-call schedule to meet Agency needs.
Ability and willingness to travel, as required, to different offices, facilities, and other sites to work, attend and/or conduct meetings, presentations, and/or training

Core Competencies

Analytical Thinking: Applies systematic, logical reasoning when addressing problems or situations in order to arrive at an appropriate solution or outcome. Considers the various issues and components of the problem; develops sequential steps to address the situation and determines appropriate timeframes and priorities
Problem Solving: Demonstrates the ability to break a situation down into smaller pieces to identify key issues, figuring out cause and effect relationships in order to reach a resolution. Uses logic and analytical methods to come to a realistic solution
Planning and Organizing: Accurately estimates duration and level of difficulty of tasks and projects, setting out goals and objectives and work plans. Continuously adapts priorities and responsibilities in response to changing needs
Result Orientation: Possesses the ability to focus on desired outcomes, and the means by which they are achieved, by meeting and/or exceeding standards based on past performance, goals and objectives, as well as the performance and/or achievements of others
Communication: Expresses and transmits information with consistency and clarity. Uses active listening techniques in order to effectively understand and provide feedback. Summarizes information according to the audience in order to promote engagement and increase understanding
Customer Focus: Ensures and maintains customer satisfaction with the services offered. Determines customer needs, asks open ended and probing questions, listens, allows clients to express themselves, confirms understanding, and uses positive aptitude
Team Work: Work cooperatively and effectively with others to reach a common goal; participate well in group activities to foster a team environment

Working Conditions

Works in a standard office environment with standard office equipment, or from home office with standard office equipment and reliable internet connection
Regular, and frequently prolonged, use of computer
Primarily works regular business hours; however incumbent will be required to occasionally work some evenings and weekends to meet Agency needs. Advance notice will be provided when possible. Required to participate in rotating on-call schedule
May be exposed to dust from computers and environment and sharp edges on computer parts
Regular interactions with external contacts including key stakeholders
Regular interactions with internal employees
Frequent travel within Edmonton and Central Region is required

Physical and Mental Demands

Physical effort requiring manual dexterity to use desktop computer, peripherals, and standard office equipment is constantly required (i.e. more than 75% of time on the job)
Performs moderate degree of indoor physical activities within office environments including walking, standing, occasional prolonged sitting, bending under desks, carrying, and lifting frequently required (i.e. between 25% and 75% of time on the job of time on the job)
Physical ability to lift up to 25 kilogram/55 pounds occasionally required (i.e. less than 25% of time on the job)
Requires a considerable degree of visual attention, visual and auditory acuity, and mental concentration
Position has high volumes of work, where detailed accuracy is extremely important and priorities that are changing
May occasionally be required to work alone after regular business hours and/or on weekends to meet Agency needs. Advance notice will be provided when possible. Required to participate in rotating on-call schedule
Driving required frequently (i.e. between 25% and 75% of time on the job), including during winter and other poor weather and/or road conditions

Hazards

Role specific Hazard Assessment will be reviewed upon hire, and then annually

Mandatory Training Requirements

Mandatory training requirements for this position are reflected on the employee’s Record of Learning (ROL)
All required mandatory and other Agency-assigned training to be completed by assigned due date

Conditions of Employment

Satisfactory security check including Police Information Check (PIC)/Criminal Record Check (CRC) current within six (6) months.
Enrolment in the Agency Group Benefits plan as applicable
Summary of driving record with no more than six (6) demerit points current within one (1) year.
Reliable vehicle and valid Class 5 driver’s license to travel to different offices, programs, and other sites

What We Offer:

The salary for this position is $64,415 to $72,500 based on qualifications and experience.
We offer flexibility and supportive working environment.
Comprehensive benefit options when eligible.
Work within a highly collaborative, team-oriented organization, where your ideas are heard, and you can see your impact daily.
Growth Opportunities: apply and grow your skills within a dynamic, innovative and expanding Agency that is taking a leadership role in our industry.

About Catholic Social Services:
You will be joining an established Agency that is guided by faith to care for and bring hope to people in need with humility, compassion, and respect.
With 65 years of service delivery experience, Catholic Social Services is one of the largest multi-function social services agencies in Canada, with nearly 2000 staff, and hundreds of volunteers delivering over 100 different programs to people in need throughout Central Alberta and Edmonton.
Our values are at the core of everything we do!

Humility: We acknowledge with gratitude our human abilities and limitations. We demonstrate humility by doing the best that we can with the resources that we have.
Compassion: We respond to people in need with love. We demonstrate our compassion by caring for people without judgment and without condition.
Respect: We demonstrate our respect by being personally present, open and attentive to those we care for and by honouring their dignity and freedom.

We thank all applicants. Only candidates selected for an interview will be contacted.
Catholic Social Services is committed to fostering a diverse and representative workforce. In an effort to enrich our agency and reflect the communities we serve, we welcome applications from qualified individuals of all diverse groups and backgrounds.