IT Support Technician- Permanent Full Time- 35

6 months ago

Toronto, Canada The Macaulay Child Development Centre Full time

Helping kids, families and communities thrive since 1932.

To learn more, watch our video here

**IT Support Technician**
**Permanent Full Time**

**COMPETITION NUMBER**:C/E24-01-25

**HOURS OF WORK**:7 Hours per Day

**START DATE/TERM**:Immediately

**2 Positions**

**REPORTS TO**:Senior** **Manager, Information Technology

***:
This role delivers comprehensive IT support across the agency, empowering users by diagnosing and resolving a wide range of issues related to computer hardware, software, and mobile devices. With a focus on innovative solutions and user-friendly assistance, the position ensures seamless technology experiences for all staff members.

**RESPONSIBILITIES**:
**IT Support**:

- Regular Onsite Visitation for Preventive Maintenance and Relationship Building**: Conduct regular, scheduled visits to each site as part of a proactive IT maintenance strategy. These visits aim to perform preventive maintenance on critical hardware, ensure software updates and security patches are applied, and check on the health of network infrastructure. Additionally, use these opportunities to strengthen relationships with remote and onsite staff, gather feedback on IT services, and identify potential improvements or training needs. This proactive approach helps in reducing emergency issues, enhancing system reliability, and ensuring that all users feel supported by the IT department.
- **Account Management**: Handle requests related to user accounts, including password resets, account lockouts, permissions adjustments, and setting up new accounts in accordance with agency policies.
- **Network Support**: Assist users with network access issues, including Wi-Fi connectivity, and VPN problems.
- **Security and Compliance**: Assist in implementing security policies by educating users on secure practices, handling phishing reports, ensuring antivirus updates, and supporting secure access through multi-factor authentication (MFA) setups.
- **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.
- **Feedback and Continuous Improvement**: Collect feedback from users to identify trends in IT issues, suggesting improvements in IT infrastructure and training programs to reduce helpdesk tickets.
- **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.

**Other**:

- **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 willing

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