IT Technician

at  Vancouver Aboriginal Child Family Services Society

JOB SUMMARY:

The Information Technology (IT) Technician plays a key role in setting up and maintaining local and wide area networks for cross-programs service requests, ensuring efficient and responsive service delivery. This position requires familiarity with new configurations, hardware/software upgrades, providing technical support to staff, and troubleshooting computer related and phone issues. Some training for end-users may be required.

EDUCATION, TRAINING AND EXPERIENCE:

Required:

• Diploma in Computer Science, Information Technology or related field.
• Related IT Certifications in Office 365 and Comptia Network+ or higher such as CCNA.
• Minimum of 3 years relevant and related experience in a technical support role including:
• Windows OS, Android, iOS, PowerShell, Microsoft 365, Microsoft Suite, Windows Server, Active Directory, Sophos Central, Veeam, Zoom, MS Teams, and Putty.
• Laptop, desktop, office phone, cellphone, and peripherals.

Preferred:

• Certification in project management, related IT Certifications and/or business analysis.
• Experience in non-profit sector, government or related environment.

KNOWLEDGE, SKILLS & ABILITIES

• Experience in the computer and network industry.
• Ability to troubleshoot hardware and software issues.
• Experienced and trained in LAN/WAN technologies, servers, cabling standards.
• Understanding of network security policies and procedures.
• Has knowledge of privacy requirements and maintains a high level of integrity, tact and discretion when handling confidential information.
• Ability to recognize end user requirements.
• Ability to organize workload, set priorities and meet deadlines.
• Strong analytical and problem-solving skills are essential.
• Ability to work both independently and in a team-orientated collaborative environment.
• Strong written and oral communication skills.
• Ability to multi-task or work on several projects simultaneously.
• Ability to lift up to 50lbs.
• Ability to type 50 wpm.

OTHER REQUIREMENTS:

• This position requires the incumbent to be available in the office and travel between the VACFSS sites.
• This position will require the ability to work flexible hours to meet the projected objectives. Evening and weekend work may be required.
• Criminal Record Check, a valid BC Driver’s Licence and access to a safe, reliable vehicle.

• Under the direction of the IT Coordinator assists with the planning, administration, monitoring and auditing of software licenses and related documentation.
• Perform regular audits to ensure compliance with software licensing agreements.
• Responds to support requests related to licenses, user access, and onboarding and offboarding of users.
• Assist with managing access rights for users to internal and external systems. Creates and deactivates application accounts for incoming and outgoing users.
• Supports identification of operational issues and provides options and recommendations for resolution and/or optimization.
• Provide users with new hardware and software tools, performing system maintenance work and supports infrastructure projects as needed.
• Monitors and manages the telephone systems ensuring optimum performance with minimal interruptions to operations.
• Monitors and manages system security ensuring lost or corrupted software and data is recoverable with minimal disruption to VACFSS operations and ensuring system back-ups are performed accordingly.
• Assists with identifying and developing automations to support process improvements and efficiency gains.
• Identifies patterns of common user support issues and assists with identifying solutions through system changes or training.
• Works closely with the IT Coordinator to ensure appropriate user training is coordinated when deploying new systems, tools or processes.
• Document IT processes, procedures, and troubleshooting steps for reference and training purposes.
• Assists with the launch of new and updated systems, tools, technologies, and processes.
• Assists in IT set up for training, meetings, events held by the agency.
• Ensures continuous learning and knowledge sharing regarding infrastructure technologies and technology tools specific to the organization
  A comprehensive position profile will be available at the time of interview.