IT Coordinator

Connective is a dynamic non-profit organization that provides innovative programming in the social services sector. We strive to create safe, healthy, and inclusive communities for all.

ROLE PURPOSE

This role will be responsible for supporting and maintaining Connective information technology devices, business systems, and networks. The IT Coordinator will collaborate with internal staff and external contacts in both technical and administrative capacities to ensure functionality and efficiency of Connective computing and information systems. This role is operationally focused with some project-based work as required.

STATUS

Exempt. This position is open to applicants of all genders.

HOURS (40 Hours Per Week) Monday to Friday 0830-1630

This position requires the ability to work flexible hours based on operational needs.

REPORTING AND WORKING RELATIONSHIPS

• Reports and is accountable to the Senior Manager of Information Technology, or their designate(s)
• Participates as a member of the Connective IT Services team
• Coordinates and collaborates with IT contractors, consultants, vendors, and other partners as required
• Coordinates and collaborates with the Connective staff
• Coordinates with third party IT Support provider

KEY ACCOUNTABILITIES

• Provision, deploy, and maintain computing equipment on an asset refresh schedule
  
• Resolve hardware, network and application issues using IT Service Management (ITSM) tools and best practices, while documenting and escalating changes as necessary
  
• Assist with reporting on information technology use and planning for future growth
• Able to support staff technology needs at our primary office and across the region using remote support tools and techniques
  
• Liaise with third-party support and equipment vendors as necessary

Business Application Support and Administration

• Analyze and resolve application and software issues within business information systems, escalating to vendor support as required
• Communicate, document, and escalate application incidents, issues, and questions to key stakeholders, including management, vendors, development teams, end users, and team leaders
  
• Participate in the design, development, and delivery of software application training programs and classes
• Documenting system change and configuration information

Service Coordination & Delivery

• Coordinate with external telecom providers to ensure excellent service delivery across our locations
• Coordinate with external support contractors to ensure requests are resolved in a timely and comprehensive manner
• Coordinate with Connective programs and teams to ensure operational needs are fulfilled for existing and new locations

Administration

• Administer users and devices (asset management) in an ITSM platform and Windows Azure Active Directory environment
• Administer user accounts across various business applications
• Support with license administration, invoicing, and reporting

WORKING CONDITIONS

• Function independently, while remaining a crucial member of the IT Services team
• Adhere to Connective policies and procedures
• Be able to physically work on site at the Vancouver Kingsway Connective office a minimum of two days per week with remote work options available on other days (hybrid)
• Be available for periodic coverage and off-hours support as part of an IT team rotation
• Be able to travel across the lower mainland as required

EXPERIENCE AND SKILLS

• A relevant degree, diploma or certificate in computer science or related discipline. A combination of education and experience will be considered.
• At least two years of related/transferable IT experience supporting a medium or large size organization
• Technology related certifications, such as ITIL, considered an asset
• Analytical and problem-solving abilities, with keen attention to detail
• The ability to build and maintain collaborative relationships with clients and stakeholders within a diverse and complex community, and to ensure that enterprise-wide services are of consistently high quality
• Strong customer-service orientations
• Strong written and oral communication skills
• Ability to present ideas in business-friendly and user-friendly language

REQUIREMENTS

• A bility to successfully complete a Vulnerable Persons Criminal Records Check
  
• Ability to successfully pass a reference check
• Proof of Covid-19 vaccination

COMPENSATION
Annual salary will be negotiated based on experience and qualifications. This role will also be eligible for Connective’s comprehensive Exempt Benefits Package.

Important: Candidates must be legally authorized to work in Canada, observe their weekly hours limit if under a temporary or study visa, and provide proof of eligibility if selected for the role.

WHAT WE OFFER?

• Committed Living Wage Employer
• 2022 & 2023 Canadian Nonprofit Employer of Choice Aware from NEOC
• 2023 High-Performance Culture Award from SupportingLines
• Competitive benefits package, including health, wellness, and pension plan
• Career and personal development, with the ability to grow in a diverse range of programs and departments
• Access to a range of staff mental health supports, including an in-house counsellor, Employee Family Assistance Program, and Critical Incidents Stress Management
• Access to On-Demand Pay to withdraw earned wages before payday
• Connective is part of a portability program where employees moving from a CSSEA-member employer to Connective will port their service hours for vacation and wage purposes (within last 12 months)

DIVERSITY, EQUITY AND INCLUSION

At Connective, we value and accommodate unique differences to ensure that our staff have the opportunity and are supported to thrive. To build a strong and representative workforce, we strongly encourage applications from BIPOC, LGBTQ2S+ people, immigrants, and people with disabilities or other marginalized communities.