IT Support Coordinator

IT Support Coordinator
Toronto Ontario, Canada (Travel Required Across Ontario)
Hybrid working environment

The Responsible Gambling Council (RGC) is a respected, independent non-profit organization dedicated to the prevention of problem gambling in Canada and globally. With over 40 years of leadership, RGC’s mission is to inspire and implement effective strategies to reduce gambling risks through research, awareness, and innovative programs.

RGC manages PlaySmart Centres (PSC) at casinos and bingo halls across Ontario. We are seeking an IT Support Coordinator to provide remote IT support for our network of Centres and ensure the smooth operation of PSC technology. This role includes troubleshooting, maintenance, and technical support for various equipment across Ontario, such as kiosks, cell phones, tablets, PC’s, TVs, VoIP systems, and landlines. The IT Support Coordinator will work closely with internal teams and external vendors to resolve technical issues efficiently, ensuring uninterrupted service delivery at all locations.

**KEY RESPONSIBILITIES**:
Technical Support:

- Provide remote support to troubleshoot and resolve software, network, and hardware issues affecting kiosk performance, utilizing remote access tools to update, configure, and monitor systems.
- Collaborate with the Program Manager to address technical issues across the province, including phone system malfunctions, computer problems, and connectivity issues.
- Offer timely and effective technical support to staff, minimizing downtime through troubleshooting and resolution of issues.
- Proactively identify and resolve potential technical issues to prevent operational disruptions.
- Conduct regular system maintenance, updates, and coordinate hardware/software repairs, upgrades, and new PSC builds, including technology lifecycle planning and equipment updates.

Vendor Coordination and Management:

- Collaborate with external vendors, to dispatch technicians, schedule preventative maintenance, and coordinate escalations.
- Monitor performance and maintain high quality service delivery in a timely manner.
- Serve as the primary point of contact for stakeholders, ensuring clear and effective communication regarding service needs.

Documentation and Reporting:

- Maintain detailed records of service activities, repairs, and updates in RGC’s internal ticketing system.
- Prepare regular reports on equipment performance, service trends, and recurring technical issues to support continuous improvement.

Training and Knowledge Sharing:

- Train RGC staff on basic troubleshooting and operational procedures for technology.
- Stay updated on the latest technologies and industry best practices to improve service delivery and collaborate with the Program Manager to advise on future updates and revisions.

**QUALIFICATIONS**:
**Education**:

- Diploma or degree in Information Technology, Computer Science, or a related field. Equivalent work experience will also be considered but not required.
- CompTIA A+ or CompTIA Network+ considered an asset.

**Experience**:

- Minimum 3 years of experience in field service, technical support, or a similar role, preferably with kiosk or hardware systems.
- Demonstrated ability to work with external vendors and manage service agreements effectively.

Professional & Technical Skills:

- Proficiency in diagnosing and repairing hardware components (PC’s, Audio/Video, Phones including VOIP, cell, and landline.)
- Strong knowledge of network connectivity troubleshooting (e.g., TCP/IP, Wi-Fi, hotspots).
- Experience with remote support tools and ticketing systems.
- Manage multiple priorities while responding promptly to stakeholder inquiries.
- Attention to detail, ensuring accurate, thorough responses and follow-ups.

Soft Skills:

- Excellent problem-solving and critical-thinking abilities.
- Strong verbal and written communication skills, with the ability to interact with diverse stakeholders in a fast-paced environment.
- Highly organized and detail-oriented, with the ability to manage multiple priorities and coordinate across teams.

Other Requirements:

- Valid driver’s license and willingness to travel extensively across Ontario.
- Flexibility to work non-standard hours, including evenings and weekends, based on service needs.

RGC celebrates and values cultural diversity and is committed to attracting and retaining a diverse staff. We will honor your experiences, perspectives, and unique identity. Together, our organization strives to create and maintain working environments that are inclusive, equitable and welcoming.

The Responsible Gambling Council is committed to providing an accessible recruitment process and workplace. Please let us know if you require accommodation under the Accessibility for Ontarians with Disabilities Act (AODA).

Salary range is **$57,200 - $71,448**:commensurate with skills and experience.

Applications must be received by **March 16**:, 2025.**: