IT Support Technician

**Job Summary**: MFS is seeking an IT Support Technician to provide technical support to all staff members across the organization. This position will assist users with internal systems, as well as the necessary software and hardware required to perform their work duties. The role of IT Support Technician is responsible to: provide technical support to employees of MFS, for documenting all user interaction in the internal ticketing system, for providing timely IT solutions, supporting IT projects, and proposing and implementing general system improvements to reduce repetitive issues and user requests. As part of the IT department, the technician will also be actively involved in new implementation, as well as system maintenance and recovery. **Reports to**: Information Systems Manager **Key Duties and Responsibilities**: Key duties and responsibilities of this position will be carried out in accordance with MFS, the Ministry of Children & Family Development ("MCFD") and Metis Nation British Columbia ("MNBC") policies and procedures. - **Perform** daily tasks in alignment with the strategic IT plan to maintain system and data reliability, availability, and security. The tasks include: - Continuous improvement: Analyze internal IT metrics and evaluate the impact of system adjustments as part of the continuous improvement cycle. - Processes simplification and automation: Document internal and user processes with the goal of simplifying and automating them. - Proactive systems evaluation: Evaluate systems regularly to propose improvements. - Keep IT tools updated: Configure, monitor, and maintain internal IT systems, such as ticketing system, monitoring system, ABM, Microsoft Intune, Microsoft Entra and others. - Keep data safe: Keep data backups up to date and monitor automatic backups, and archiving processes of critical systems. - **Provide** technical support to staff members in a professional and efficient manner, guided by key Métis values such as patience, sharing, kindness, respect, honesty, and tolerance. - **Provide** training and user support to staff and clients in the use of computer software and hardware programs by performing duties such as diagnosing and resolving problems, demonstrating and explaining program functions and providing suggestions on work methods. - **Ensure**that computer workstations are in proper operating condition by performing duties such as re-installing and un-installing computer software programs, removing unnecessary files and folders, and re-configuring hardware and software. - **Meet** the IT needs of end users through virtual remote desktop software. - **Investigate** computer hardware problems reported by users; applies routine corrective measures such as restoring default hardware configurations and re-connecting system components such as external hard drives, printers and communication hubs. - **Communicate** electronically and in person with technology users experiencing difficulties to determine and document problems experienced. - **Perform** routine computer software maintenance tasks such as installing software and patches, updating anti-virus programs and scanning computers for viruses. - **Conduct** data backup and/or restoration as required in accordance with established procedures on all technology-based systems: (i.e. network, HRIS, Finance, etc.) - **Collect, organize and maintain** a problems and solutions log for use by other technical support analysts - **Report** any major computer software and hardware problems to the supervisor and recommends repair and/or upgrade plans. - **Maintain** an inventory of technology hardware required to support organizational systems. - **Perform** regular tasks related to the disaster recovery plan to minimize disruptions and ensure continuous system and data availability. - **Successfully complete** training on technical infrastructure, hardware, software, and cloud based systems used by the agency to ensure proficiency in new implementations, regular IT tasks, and user support. - **Follow** recommendations from performance reviews and the development plan to align goals and tasks with the vision of the agency and IT department. - **Document** and discuss required IT expenses with the supervisor to ensure approval by the finance director and alignment with the agency’s budget. - **Follow**internal policies and procedures to ensure IT changes are properly documented and aligned with the agency’s objectives and desired service levels. - **Propose** and implement system improvements to reduce recurring issues, optimize costs, and automate IT processes. - **Create** written manuals documenting regular user processes and share them in the designated online location for agency-wide access. - **Actively** participate in project meetings with users to gather and discuss implementation requirements, system improvements, and functionality needs. - **Transport**technological equipment between sites, upon purchase or for re