IT Support Technician

2 weeks ago

Ottawa, Canada CADTH Full time

**Status**: Full time, indefinite
**Location**: Toronto, Ontario
**Closing date**: March 6, 2024
**Salary range**: $56,000 to $69,000 per year

CADTH is Canada’s drug and health technology agency. We’re a not-for-profit organization headquartered in Ottawa, with a satellite office in Toronto. We’re funded by Canada’s federal, provincial, and territorial governments, with the exception of Quebec, to provide independent information and advice to the country’s publicly funded health care systems. Health administrators and policy experts rely on CADTH to inform their decisions about the funding and appropriate use of the drugs, devices, and services used to prevent, diagnose, and treat medical conditions.

Primary Focus
The IT Support Technician will provide comprehensive support to end-users, encompassing help desk management, technical support, and IT equipment deployment and maintenance, which extends to document and Windows support, as well as Active Directory Services. The IT Support Technician will also engage in cybersecurity support within the broader team by handling first-level issue management and assisting with end-user training. The IT Support Technician is also responsible for audio-visual (AV) support for conference rooms and configuring office desk spaces. Effective collaboration with other IT team members and clear communication with end-users will be essential to maintaining a responsive and user-friendly IT support environment.

**On any given day, the IT Support Technician will**:

- provide support by acting as the initial point of contact for end-users seeking technical assistance in an M365 and Windows environment, logging all incidents and service requests accurately, diagnosing and resolving basic hardware and software issues, escalating complex technical issues where required and providing prompt and courteous responses to incoming support requests within established service-level agreements
- collaborate with the Facilities team to configure and maintain office desk spaces, ensuring a seamless integration of IT equipment and infrastructure
- provide both in-person and remote support to end-users working from different locations, ensuring connectivity, security, and efficient access to necessary resources, assisting in the setup and troubleshooting of remote access tools and technologies
- oversee the end-to-end process of IT equipment deployment, which includes the installation and configuration of laptops, printers, and mobile devices
- support implementation and maintain a robust asset life cycle management process, tracking the acquisition, usage, and retirement of IT assets by organizational policies and industry best practices; conduct regular audits to ensure the accuracy and completeness of the hardware inventory
- collaborate with vendors to ensure timely delivery of equipment
- perform routine maintenance tasks, including software updates, security patches, and hardware checks
- maintain and support user accounts within the Active Directory Services environment; aiding in managing group policies, security groups, and organizational units and troubleshooting and resolving issues related to user authentication and access permissions
- respond to and mitigate cybersecurity threats targeting end-users by triaging security issues and supporting the Cybersecurity Analyst in conducting investigations and implementing preventive measures
- install and maintain AV equipment in conference rooms to ensure seamless virtual and in-person meetings; troubleshoot and resolve issues related to video conferencing systems, projectors, audio systems, and other AV peripherals
- develop and maintain user-friendly training materials and job aids to facilitate end-user self-help and troubleshooting

Is this the right role for you?

**The IT Support Technician will likely have**:

- completion of postsecondary education in computer science, information technology, or a related area of study coupled with recent experience in a similar IT technical support role, which is normally attained over a period of no less than 3 years; additional related experience may serve as a suitable equivalent for the completion of postsecondary education
- experience providing support in a Microsoft 365, Windows operating systems, and Active Directory Services environment
- experience troubleshooting hardware and software issues and determining the best course of action, drawing upon research, logic, and evaluative judgment
- experience with cybersecurity support and threat response
- awareness of industry best practices and emerging technologies
- proficiency with Microsoft Office products (e.g., PowerPoint, Excel, Word)
- the ability to interact and work effectively with employees, including end-users and stakeholders
- demonstrated ability to adapt to new technologies, to effectively communicate both verbally and in writing, and to prioritize and manage conflicting demands
- the ability to respond quickly in

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