POSITION SUMMARY:

This co-op role provides foundational IT support across the agency, assisting users with common issues related to computer hardware, software, and mobile devices. The position offers hands-on experience in troubleshooting, configuring devices, and supporting agency staff with their daily technology needs. This position is currently based at Head Office – 2010 Eglinton Avenue West, York, ON M6E 2K3.

QUALIFICATIONS:

• Educational Background: Possess or working towards a 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 1 year 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
• Acceptable Vulnerable Sector Police Reference Check.
  SALARY: IT Support Co-op Student – Level 1- $41,392 per annum (prorated), with Competitive Benefits Package and Time Off Entitlements

• User Support and Troubleshooting: Assist staff with common issues related to hardware (e.g., computers, printers, mobile devices) and software (e.g., office suites, collaboration tools).
• Account Management: Handle basic account-related tasks, including password resets and setting up new accounts under supervision
• Network Support: Help troubleshoot basic network issues such as Wi-Fi connectivity.
• Hardware and Software Installation and Configuration: Assist in setting up laptops, tablets and installing standard applications for users
• 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.
• 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.
• 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.
• Attend agency staff meetings and training, team meetings and special events.
• Maintain optimal attendance at work.
• Work in compliance with all applicable Acts, regulations, laws and professional standards.
• Comply with all Macaulay policies, practices and quality standards.
• Work to further Macaulay’s mission, vision, values and strategic directions.
• Perform other tasks as delegated or assigned