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Information, Technology and Systems
3 months ago
**INFORMATION, TECHNOLOGY AND SYSTEMS (ITS) SUPPORT SPECIALIST**
**Hours: Full-time (37.5 hours/week)**
**Duration: Permanent**
**Location: Ottawa (on-site)**
**Salary: $63,679 per annum**
**Travel: Travel may occasionally be required as part of the position**
**Deadline: Applications will be accepted until Monday, January 22nd, 2024 at 5PM ET**
**Union: Unifor Local 567**
Amnesty International Canadian Section (English Speaking) also known as AICSES is looking for an **Information, Technology and Systems (ITS) Support Specialist.**
The Information, Technology and Systems (ITS) Support Specialist provides technical expertise across the Amnesty International Canada (English Speaking) branch. The ITS Support Specialist role is key in supporting the organization’s digital infrastructure and ensuring the availability and ongoing maintenance of our infrastructure systems and its components. Reporting to the Manager of Information, Technology and Systems (ITS), this position will be responsible for building robust ITS guidelines and documentation, coordinating the procurement, configuration, and distribution of hardware necessary to support our hybrid work environment, onboarding and offboarding employees, managing access to and providing support on systems and tools, and will play a pivotal role in contributing to IT projects that support AICSES activities.
The incumbent will collaborate with colleagues across the section to contribute to improving processes, practices, systems, and the use of tools to ensure they are equitable, transparent, and efficient. In addition, they will support the implementation and roll-out of any new platforms, tools, and ways of working that are aligned with our strategic priorities and our ongoing commitment to ARAO-DEI.
**WHAT YOU’LL DO**
**Digital Infrastructure and Asset Management**
- Assists the ITS Team to ensure that the organization’s digital infrastructure is properly maintained and that user hardware (i.e., laptops, mobile devices, peripherals, etc.) is made available to all users and is considerate of accessibility needs.
- Oversees and coordinates the management of the physical hardware of the organization including building and maintaining an IT asset inventory database.
- Processes procurement orders for standing hardware laptop configurations and peripherals, engaging with approved vendors and solution providers, and completing our internal purchasing processes.
- Identifies the requirements for global shipping and receiving hardware procurement and supports the coordination of the shipment and receipt of the hardware.
**Process Improvement and Documentation**
- Assists the ITS Team in reviewing current and future ITS departmental business processes to ensure they are efficient, equitable and can support Amnesty’s operational framework and strategic priorities.
- In collaboration with relevant departments, supports to develop and maintains a transparent onboarding and offboarding process and relevant procedures necessary to aid new hires, departing employees and staff returning from leaves.
- Reviews, revises, and develops procedures related to the coordination of the internal and external helpdesk teams to support the organization in an efficient and professional manner.
- Develops guidelines and documentation for digital infrastructure components in plain language and accessible formats. This includes, but is not limited to:
- Helpdesk capacity planning and backup
- Network components (i.e., printers, VoIP devices, audio and visual conference room setup, Wi-Fi access points, etc.)
- Other end-user procedures
**IT Support**
- Acts as liaison between end users and external support vendors and technical resources by assisting with the troubleshooting, diagnosing problems, and implementing corrective action procedures.
- Acts as a liaison between the ITS Managed Services helpdesk and the ITS internal helpdesk by routing support requests to the appropriate team member.
- Provides assistance on departmental projects including software customization, database maintenance and analysis, internal and external website configuration, and ensuring compliance with internal controls and policies.
**Administration**
- Assists the ITS Team with completing administrative purchasing processes.
- Manages and tracks vendor contract information and documentation.
- Manages the disposal, recycling, and data wiping of hardware, network components and mobile devices.
- Performs other tasks as assigned.
**WHAT WE’RE LOOKING FOR IN A CANDIDATE**
**Experience**
- Possesses a bachelor’s degree in a relevant field (i.e. Computer Science, Information Technology, Information Systems, Computer Engineering or a related discipline).
- 3-5 years’ related experience in a technical support role.
- 2-3 years’ experience supporting the development process and implementation of digital/IT solutions and strategies.
- Proven experience in leading/supporting the employee lif
