Technical Support

5 months ago

Ottawa, Canada National Judicial Institute Full time

The National Judicial Institute (NJI) is an independent, bilingual, not‐for‐profit organization, based in Ottawa and Montreal, with a mandate to coordinate and deliver educational programming to members of the judiciary across Canada.
Internally, a team of lawyers assist judicial education planning committees on matters of content and pedagogical design, while meeting professionals coordinate all logístical aspects of the conferences. As part of its curriculum, the NJI offers over 70 judicial education programs each year. In addition, the Institute provides a number of educational resources to members of the judiciary, such as Judicial Education Guides, Electronic Bench Books, hard‐copy publications, educational modules to assist in program design, and an online judicial library.

The NJI is looking to fill the indefinite position of Technical Support based in Ottawa.

RESPONSIBILITIES

Technical Support
2. Provide Windows 10 and 11 desktop support, including Microsoft Office support;
3. Work with vendor support contacts to resolve technical problems with desktop computing equipment, printers, and software;
4. Identify and resolve hardware and software issues promptly and efficiently. Collaborate with the IT team and MSP to escalate and address complex problems;
5. Respond to printer inquiries and is responsible for making maintenance calls, ordering supplies, and reporting usage; and
6. Set up various office equipment and furniture.

Training
2. Create and maintain end-user guides and process documentation for the IT team knowledge base;
3. Create presentations and deliver training sessions on the use of computers, tablets, cellphones and software;
4. Administer security awareness training by third party provider; and
5. Maintain appropriate records of training sessions.

Maintenance of Applications
1. Assist the Systems Administrator with server installation, setup and maintenance;
2. Administer Microsoft Teams phone system, adding /removing users;
3. Collect and record asset information from end-user systems and
4. Add and delete users from Active Directory and Microsoft 365.

Logistical and Administrative
1. Administer cellphone accounts;
2. Liaise and coordinate with respective vendors;
3. Ensure IT documentation is updated and maintained;
4. Maintain accurate records of IT assets, including desktops, laptops, and peripherals. Coordinate inventory management and disposal; and
5. Assist with asset procurement.

QUALIFICATIONS
Essential
1. Degree or diploma in Computer Science, Information Technology, or a related field preferred;
2. Minimum of 2 years of experience in, but not limited to technical and media support and software and hardware installation;
4. Experience with troubleshooting hardware and software issues;
5. Familiarity with networking concepts and protocols;
6. Client-focused, with the ability to communicate in a clear and professional manner; and
7. Fluent in English (R/W/O).

Desirable
1. Experience in working in a non profit organization;
2. Fluently bilingual in French and English (R/W/O); and
3. Advanced level of proficiency in Project Management Software, such as Asana.

SKILLS
1. Present information using professionalism and integrity, in a clear and concise manner;
2. Build relationships with colleagues and clients using judgment and courtesy;
3. Meet deadlines, work in a dynamic, fast-paced environment and consistently demonstrates the ability to work on a team;
4. Ability to organize tasks to handle operational activities, follows policies and exercise good judgment;
5. Ability to adhere to procedures, business processes and quality standards, and recommend improvement; and
6. Maintain professional ethics, discretion; protects sensitive information.

COMPENSATION

**What We Offer**:

- A hybrid work environment, with core office days - allowing you the best of both working from home and in-person, in a collaborative team environment.
- A competitive salary with step increases based on experience.
- Employer-paid health and dental benefits, starting on your first day with us.
- A competitive vacation package, with an annual holiday closure.
- Work-life balance: 35-hour work week, personal days, and schedule flexibility.
- Organization-wide social events and training opportunities.
- A meaningful career, supporting the building of independent judicial education on topics that matter for all Canadians.

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