User Support Technician

**Position Title**: User Support Technician

**Department**: Information Technology (IT)

**Reports to**: IT Manager

**Contract Length**: Up to 12 weeks

**Join our Team**

Impact North Shore has provided services to the North Shore community for over 30 years. We are a mid-sized for-purpose, social impact organization creating opportunities for success for im/migrants and newcomers. We believe everyone thrives in strong communities and that all people have the right to fairness, equality, and dignity. We believe in the strength and capacity of newcomers to thrive and succeed and we are dedicated to creating links for meaningful connections. Develop your skills and join our passionate, welcoming, and dynamic team as we collaborate to build equitable communities.

**Summary**

**Key Responsibilities**
- Supports the frontline implementation of organizational IT policies, procedures, and security standards
- Supports organization with data entry, data cleaning or related duties
- Troubleshoots hardware and software issues
- Communicates with staff who may be experiencing technological difficulties in order to diagnose problems and provide basic technical solutions and supports
- Provides advice and training to staff in response to identified challenges
- Maintains and update IT inventory including hardware, software licenses and peripherals
- Identifies and consults user guides, technical manuals, and other documents to research and implement technological solutions
- Assists in documenting and testing processes, including producing user instructions
- Follows IT and organizational policies and adheres to strict cybersecurity procedures
- Other duties as assigned

**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 a passion for the job and the mission of Impact North Shore.
- **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 met on time and according to agreed standards.

**Qualifications**
- Strong technical knowledge of Microsoft 365. Familiar with MDM system or Power APPs is an asset
- 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 work independently and with a team under time pressure to meet deadlines and balance multiple priorities.
- 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**
- Wage: $25.52 per hour
- Work Schedule: 35 hours per week (schedule may vary)
- Contract length: up to 12 weeks
- Time Frame: Completion of 12 weeks between May 5, 2025 - August 29, 2025
- Work Environment: This position is in-office only from Monday to Friday in our North Vancouver location.

**Application Instructions**
- Impact North Shore is an equal opportunity employer. Thank you for your interest, only short-listed applicants will be contacted. No phone calls please._

**Job Types**: Full-time, Fixed term contract
Contract length: 12 weeks

Pay: $25.52 per hour

Expected hours: 35 per week

Schedule:

- Monday to Friday

Work Location: In person