IT User Support Technician
2 weeks ago
Applications due: 21 Feb, 2024
Job Synopsis
The IT User Support is one of six support specialists within MCC's global IT department and provides the day-to-day support and training activities of the IT department to MCC users.
This position requires the incumbent to live out and embrace the Christian Faith foundation of MCC; ensuring the Christian ethos and Principles and Practices of MCC permeates their work and relationships.
The incumbent will live out their faith by serving others and advancing the mission of MCC as they relate to staff, constituents, donors and others.
Job Details
Salaried Employee -Full Time at 1 FTE
Qualifications
Qualifications:
Essential
- Postsecondary degree such as information technology, computer science, or
- 2+ years of user support or serviceoriented work experience
- Experience providing support to nontechnical users
- Experience in computer hardware support, including desktop and laptop computers, servers and printers
- Ability to set up and configure new computers and peripherals, and diagnose and correct hardware problems
- Experience and knowledge of Microsoft M36
- Experience and knowledge of Microsoft Windows
- Knowledge of computer networking principles
- Must stay current with latest technology
- Successful police record check
- Experience and knowledge of the Linux operating system
- Experience with Apple computers
- Experience and knowledge of Microsoft Intune, Entra
- Knowledge of Microsoft Active Directory and Remote Desktop
Key Responsibilties
Major Responsibilities_:
_
60% Primary End User Technical support
30% Training
10% Administration
Ensure that the Gospel of Jesus Christ is exemplified in the performance of all job responsibilities and through personal example.
Participate in regular staff meetings and team meetings, spending time in devotions and prayer with all in attendance.Model non-violent peacemaking through daily interactions with staff and the public.
Primary End User Technical Support - 60%:
Staff the MCC Global IT Support Desk, providing support for:
- Hardware
Desktop/laptop:
i. Support Windows desktop and laptop workstations on a multi-year replacement plan
ii. Manage inventory and order supplies as needed
iii. Develop and make recommends for workstation improvements
b
Printer:
i. Assist in setting up and supporting printers on a multi-year replacement plan
c
Network:
i. Assist in installing, troubleshooting and repairing network cabling, switches and other devices
ii. Assist in troubleshooting and supporting internet connections
d
Audio/Video:
i. Maintain and support A/V equipment in MCC meeting rooms
- Software
c. Departmental Applications (basic troubleshooting)
- Provide technical and event support for MCC meetings, events, as assigned
Training - 30%:
a. User training for new and established users.
Administration - 10%:
a. Documentation in support of technical activities
b. Enact workstation replacement plans for MCC Canada, Manitoba, Saskatchewan, and Alberta
c. Maintain accurate inventory and records of workstations; tracking and scheduled replacement of equipment
d. Setup new user accounts; disable/remove old user accounts
e. Develop and provide user documentation as needed
f. Assists in guiding workflow on a daily/weekly basis for external department staff, regional staff and international staff.
g. Assists in many of the routine, systems maintenance tasks found in the day-to-day operations of the department.
Other duties as assigned
Contact/Relationships_:
_
This position requires frequent contact with internal and external department staff to respond to inquiries and share information. Responds regularly to regional and international staff. Works closely with others in IT User Experience team.
Supervision:
No direct reports.
Complexity/Competencies_:
_
The duties for this position require creativity, innovation and resourcefulness. The position assists in providing support for client, server and network technologies for the IT department of MCC. The person must be comfortable providing direct user support, "on-call", answering questions and solving hardware and program problems.
Assignments are highly technical and task oriented, requiring discretion and judgment in determining the most appropriate solution or seeking outside help.
Independent Action:
Reports weekly to the Director of IT for User Experience. Needs to be able to work under own initiative with ability to prioritize multiple simultaneous requests. Must be comfortable working under supervision, independently, and as a team player. Responsible for day-to-day administrative duties related to the position. Requires documentation of actions taken and processes required to complete recurring and emergency
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