Intern-technical Support Coordinator

2 weeks ago

Toronto, Canada The Nature Conservancy of Canada Full time

Taking care of our environment has never been more important than it is today. The Nature Conservancy of Canada (NCC) is looking for a Conservation Assistant to join a team committed to protecting our most important natural areas and the plants and animals they sustain.

NCC is the nation’s leading not-for-profit, private land conservation organization, working to protect our most important natural areas and the species they sustain. Since 1962 NCC and its supporters have protected 15 million hectares (more than 35 million acres) of ecologically significant land across Canada. NCC takes a collaborative, science-based approach to achieve conservation success for the sake of nature and Canadians. With a national office in Toronto and seven regional offices across the country, NCC delivers results you can walk on.

**PURPOSE OF POSITION**:
Reporting to the Operations and Service Desk Manager, the incumbent will:

- serve as the first point of IT contact for NCC’s internal customers
- resolve customer issues to the best of their ability
- escalate unresolved issues to upper levels of support
- create and maintain user accounts in Active Directory
- provision end point devices (laptops, phones, tablets)
- provision software to endpoint devices
- help to maintain the IT Asset Management database
- support the organization’s mobile devices
- maintain a knowledgebase of incidents and resolutions

**EDUCATION & EXPERIENCE**
- At least 1 year experience working with in a Service Desk Environment,
- At least 1 year experience with Microsoft 365 and Active Directory Administration
- Some Experience with ITSM tools

**KNOWLEDGE & SKILLS REQUIRED**:

- Sound technical knowledge relative to accountabilities.
- Good understanding of mutli-location IT services
- Good knowledge of business processes
- Interpersonal skills to establish and maintain relations with others (NCC staff, peers within other organizations, consultants, contractors, agencies / organizations) and to resolve project-related complaints / disputes / issues.
- Communication skills (listening, writing, verbal) to provide clear direction to those involved in / working on the project; to ensure solid understanding of work requirements, work guidelines and to encourage and sustain consensus building to make decisions.
- Time Management / organization skills to identify priorities, re-arrange work if required to meet identified deadlines.

**Computer Expertise**:
Proven ability to use software on its own or in combination with other software programs to get required result.

**Definitions**:
CORE SKILLS: Skills that the role requires to perform regular job functions

CONTRIBUTING SKILLS: Skills that the role requires on occasion or that assist others to perform their job functions

**Include, but are not limited to, the following Core Skills**:
***Customer Service Support**:

- Acts as the routine contact point, receiving and handling requests for support.
- Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.
- Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
- Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.
- Contributes to creation of support documentation.

**Incident Management**:

- Prioritises and diagnoses incidents according to agreed procedures.
- Investigates causes of incidents and seeks resolution.
- Escalates unresolved incidents.
- Facilitates recovery, following resolution of incidents.
- Documents and closes resolved incidents according to agreed procedures.

***Security Administration**:

- Investigates minor security breaches in accordance with established procedures.
- Assists users in defining their access rights and privileges. (particularly for user accounts)
- Performs non-standard security administration tasks and resolves security administration issues (Active Directory)

**Knowledge Management**:

- Maintains a knowledge management database by leveraging knowledge of a specialism in order to capture and classify content, taking expert advice when required.

***Asset Management**:

- Uses agreed procedures to create and maintain an accurate register of assets.
- Performs activities related to administration of assets.
- Produces routine reports to assist asset management activities and decision making.

***IT Infrastructure**:

- Carries out agreed operational procedures of a routine nature.
- Contributes to maintenance, installation and problem resolution.

**Include, but are not limited to, the following Contributing Skills**:
***Application Support**:

- Assists with specified maintenance procedures.

***People Management**:

- Ensure staff, understand and safely conduct work within applicable Acts, regulations, approved NCC policies and procedures, including current collective agreement(s).
- Provide leadership to staff such that all

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