IT Support Specialist

1 month ago

North Vancouver, Canada Impact North Shore - formerly North Shore Multicultural Society Full time

**Position Title**: IT Support Specialist

**Department**: Information Technology

**Reports to**:IT Manager

**Summary**

**Key Responsibilities**
- Conducts assessments, identifies barriers to technology, and implements solutions to enhance service experience and service accessibility.
- Supports the frontline implementation of organizational IT policies, procedures, and security standards.
- Provides support with the delivery of online events / workshops where appropriate.
- Develops learning tools to facilitate the acquisition of virtual services.
- Logs, tracks, and conducts trend analysis of requests/questions/issues that are submitted through a ticketing system and makes recommendations on improvements to IT systems, policies, procedures, processes, and training in order to enhance the work/service environments.
- Conducts orientation and training on the use of devices, tools, software, and systems.
- Supports asset management (inventory control) of all IT hardware, software, and equipment. This includes tracking all assets and conducting audits of inventory.

**Key Competencies**
- **Values. **Behaves consistently with clear personal values that complement Impact North Shore’s values of excellence, diversity, and respect.
- **Integrity & Ethics. **Ensures integrity in personal and organizational practices. Builds a respectful and client-centered workplace.
- **Innovation. **Thinks creatively; is open to new ideas and technologies. Is committed to developing effective and new approaches to service excellence. Is flexible and adaptable to meeting changing demands of clients, funders, and other stakeholders.
- **Accountability. **Accepts and creates a culture of accountability; fosters personal growth; takes personal ownership. Is self-aware and demonstrates a commitment to ongoing learning and continual improvement. Assesses risk and develops risk mitigation strategies.
- **Engagement. **Shows passion for the job and the mission of Impact North Shore. Engages people, organizations, and partners in developing goals, executing plans, and in delivering results.
- **Effective Communication. **Fosters open communication, listens to others, speaks effectively, and prepares written communication so that messages are clearly understood.
- **Organized & Efficient. **Plans ahead and works in a systematic and organized way. Follows directions and procedures and ensures deliverables are meet on time and according to agreed standards.

**Qualifications**

**Education & Experience**
- Certificate/diploma in computer science, information systems, or a related field.
- Experience providing IT support including troubleshooting support and IT training.

**Knowledge, Skills & Abilities**
- Strong technical knowledge of MS Windows, MS 365 (including Office Applications and Teams), and Zoom.
- Strong technical knowledge of network, infrastructure, end-user, and Cloud technologies.
- Knowledge of IT Security and organizational cybersecurity trends and practices.
- Ability to translate technical concepts into plain language.
- Ability to orient, train, and support staff to adopt and use new technologies,[MM1] as directed.
- Ability to work independently and with a team under time pressure to meet deadlines and balance multiple priorities. [MM2]
- Ability to investigate and analyze issues in order to diagnose problems, as well as resolve issues in a timely manner. This includes the ability to communicate clearly with users to obtain information for diagnostics and implement steps to fix issues.
- Ability to build and maintain working relationships across departments/programs and digital literacy levels.
- Flexibility and ability to thrive in an environment with emerging needs, changing conditions, and competing deadlines.

**Additional Information**
- Hours**:35** hours / week (work outside of regular hours will be required on as needed basis)
- Salary Range: $27.00 - $30.00 / hour
- Start Date : As soon as possible
- Work Environment : In-Office - On site full time

**Application Instructions**

Pay: $27.00-$30.00 per hour

Application question(s):

- Do you have a degree in computer science, information systems, or a related field?

**Experience**:

- IT support: 2 years (preferred)

Work Location: In person

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