IT Technician

Position Title: IT Technician

Hours of Work: Flexible (40 hours per week) Monday-Friday

Location: Golf Links Location

R eports to: Executive Director

Salary: 61,800 Annually

Appointment: Full Time

Police Records: Vulnerable Sector

Position Summary

The IT Technician is responsible for providing day-to-day technical support and maintaining the organization's information technology systems, equipment, software, and related infrastructure.

The 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.

The position works collaboratively with employees, managers, external IT service providers, and vendors to ensure technology supports the organization's operational and program needs.

The 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.

Key Responsibilities and Duties

Technical Support

Provide first-level technical support to employees for hardware, software, network, email, telephone, and other technology-related issues.

Respond to IT service requests in a timely and professional manner.

Diagnose and resolve computer, laptop, monitor, printer, scanner, telephone, and peripheral equipment problems.

Troubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and related applications.

Assist employees with password resets, account access, multi-factor authentication, and other access issues.

Provide technical assistance both remotely and in person.

Escalate complex technical issues to external IT providers or appropriate vendors when required.

Maintain records of IT support requests, recurring issues, and resolutions.

Hardware and Equipment Management

Maintain an accurate inventory of organizational IT equipment.

Configure, deploy, maintain, repair, and replace computers and other technology equipment.

Prepare technology equipment for new employees.

Collect and secure equipment from departing employees.

Coordinate equipment repairs, warranties, and service calls.

Recommend replacement of obsolete, damaged, or unsupported equipment.

Maintain appropriate records of equipment assignments and locations.

User Accounts and Access

Create and maintain employee user accounts in accordance with organizational procedures.

Set up and modify access to systems, applications, shared drives, email, and other technology resources.

Disable or modify access when employees leave the organization or change positions, based on authorized direction.

Assist with maintaining appropriate access permissions.

Support password and multi-factor authentication requirements.

Maintain confidentiality of organizational and employee information.

Network and Systems Support

Assist with maintaining organizational network and internet connectivity.

Monitor and troubleshoot Wi-Fi and network-related issues.

Assist with the maintenance of routers, switches, firewalls, servers, access points, and related infrastructure, as applicable.

Coordinate with external IT providers regarding network and infrastructure issues.

Monitor system performance and identify recurring or potential technology concerns.

Maintain documentation relating to the organization's IT infrastructure.

Cybersecurity and Data Protection

Support organizational cybersecurity practices and procedures.

Monitor and report suspected security incidents.

Assist employees with phishing, suspicious email, malware, and other security concerns.

Ensure computers and supported technology are appropriately updated and patched.

Assist with maintaining secure access to organizational systems.

Follow organizational privacy, confidentiality, information security, and records-management requirements.

Immediately escalate suspected security breaches or significant technology incidents to the appropriate person.

Software and Licensing

Install and maintain approved software and applications.

Maintain records of software licences and subscriptions.

Monitor licence renewals and communicate upcoming requirements to management.

Ensure software is appropriately licensed and supported.

Assist with software upgrades and system implementations.

Evaluate technology needs and make recommendations regarding software and applications.

New Employee and Employee Departure Support

Prepare computers, accounts, email, telephones, software, and other technology for new employees.

Provide basic technology orientation and assistance to new employees.

Remove or modify technology access for departing employees upon authorized direction.

Recover organizational technology equipment.

Transfer or preserve electronic information as directed and in accordance with organizational policies.

Maintain appropriate documentation of onboarding and offboarding activities.

Backup and Recovery Support

Assist with monitoring organizational backup systems.

Identify and report backup failures or concerns.

Assist with data restoration when authorized.

Maintain awareness of disaster recovery and business continuity procedures.

Participate in testing and reviewing technology-related continuity and recovery processes.

Vendor and Service Provider Coordination

Communicate with external IT service providers and technology vendors.

Open and monitor service tickets.

Follow up on outstanding technical issues.

Coordinate equipment repairs and warranty claims.

Assist with obtaining quotations and technical information for technology purchases.

Maintain records of vendor contacts, service agreements, warranties, and support information.

IT Policies and Procedures

Follow and support organizational IT, privacy, cybersecurity, confidentiality, and acceptable-use policies.

Assist in developing and updating IT procedures and technical documentation.

Provide employees with guidance regarding appropriate use of organizational technology.

Identify gaps or risks in existing IT procedures and make recommendations to management.

Training and Employee Support

Provide basic technology training and guidance to employees.

Develop simple user instructions and troubleshooting guides when appropriate.

Assist employees in using organizational technology effectively.

Promote good cybersecurity and technology practices throughout the organization.

Support employees with technology-related accessibility needs where appropriate.

Projects and Continuous Improvement

Participate in IT projects, system upgrades, technology implementations, and organizational technology initiatives.

Research technology solutions that may improve organizational efficiency and service delivery.

Make recommendations regarding technology improvements.

Assist with the implementation and testing of new technology.

Identify recurring IT issues and recommend solutions to reduce disruptions.

Other Duties

Maintain confidentiality of all organizational, employee, and client information.

Work collaboratively with all departments and locations.

Participate in staff meetings, training, and professional development as required.

Provide support during technology emergencies or significant system disruptions.

Perform other related duties as assigned.

Education

Post-secondary education in Information Technology, Computer Science, Systems Administration, or a related field is preferred.

Equivalent education, training, and relevant experience may be considered.

Experience

Previous experience providing IT technical support in an organizational environment.

Experience troubleshooti