Information Technology

INFORMATION TECHNOLOGY (I.T.) SUPPORT SPECIALIST

Full-time, Term (Parental Leave) position

WHAT IRCOM OFFERS:

- A warm, fun and supportive work community
- An incredibly diverse workplace that is committed to staff wellness and inclusion
- A staff team that is passionate and committed in supporting settlement of newcomer families
- An inner-city organization committed to Truth and Reconciliation
- A family-friendly organization with a comprehensive benefits package
- A place where you can make a difference and feel the rewards of your work on a daily basis

CANDIDATE PROFILE: The I.T. Support Specialist
- Excels at completing administrative and technical tasks
- Ensures that IRCOM’s technology resources, systems and service providers work together seamlessly in support of daily programs and operations.
- Combines IT training and experience, problem-solving skills, an impeccable record of trust with confidential information, and a passion for serving newcomers to Canada.
- Is a continuous learner and multi-tasker, able to leverage the skills and resources of external managed service provider
- Understands the unique needs of programs and staff across multiple sites,
- Is able to develop strategies and training approaches that enhance IRCOM’s digital data management capacity.

POSITION PURPOSE AND SUMMARY: The I.T. Support Specialist ensures that all technology resources, service providers and systems at IRCOM work together seamlessly in support of current and future program and operational needs. This individual will exhibit and uphold IRCOM’s core values of integration, diversity, advocacy and empowerment, and they will work in a way that is people-centered, holistic and partnership based.

Guided by the vision, mission, and values of the Immigrant and Refugee Community Organization of Manitoba Inc., the I.T. Support Specialist provides support to the entire staff team by:

- Coordinating provision of I.T. Resources and Services
- Oversee IRCOM Technology Library Program in coordination with programs
- Manage software and hardware needs
- Communicating and building capacity of program teams
- Database introduction, and
- Team and interdepartmental Support

With the supervision and support of the Office Manager, the I.T. Support Specialist will fulfill the following:
DUTIES AND RESPONSIBILITIES Coordinate Provision of I.T. Resources and Services (25%)
- Ensure telecom systems, business machines, computer and other technology is operational
- Plan, manage and evaluate I.T. and electronic data transmission and storage operations
- Coordinate and leverage services and expertise of Managed Services Provider (MSP)
- Keep large I.T. environment updates and projects running smoothly, on-time, and within budget
- Identify problematic areas and implement strategic solutions in time
- Serve as primary liaison with all I.T. hardware, software and telecom providers
- Monitor service tickets regularly and escalate support and problem solve as needed
- Flag challenges with IT systems and assess their effectiveness, user friendliness, and staff uptake
- Review/request reports from service providers to ensure systems and resources are effective and secure
- Develop and regularly update I.T. policies and procedures related to usage, access, evergreening, data storage, training and security
- Assist managers with onboarding and off-boarding staff and their I.T. needs
- Orient new staff to IRCOM’s IT communication resources, policies and processes as needed
- Serve on and Coordinate the IRCOM I.T. Governance Committee

Oversee Technology (Tech) Library Program (20%)
- Monitor, support and evaluate deployment of Tech library by programs
- Prepare and distribute loaner technology hardware to tenants and program participants families in collaboration with IRCOM program staff
- Support participants with basic I.T. support while using Tech Library units
- Connect with supplier for hardware warranty support as needed
- Wipe and reset loaner laptops upon return and prepare them for new loans
- Assist programs with participant check-ins as needed

Database data input and implementation (20%)
- Create robust training programs/guides for onboarding new IRCOM staff to CRM database
- Liaise with software developers regarding ongoing bugs and glitches, or upcoming/new sections in development as approved by Management Team
- Assist Management Team with implementation of any new modules in CRM database
- Act as the first point of contact internally for questions and concerns about the CRM database

Hardware/Software Management (15%)
- Assist Procurement Specialist in maintaining an updated I.T asset database and track changes for user hardware, software, licenses distribution lists and network access and permissions in collaboration with MSP
- Prepare annual I.T. roadmap and related budget in collaboration with I.T. Committee and MSP
- Regularly update Procurement Specialist with I.T. purchasing and contract needs and details
- Mo