Information Technology Specialist

The Alliance for Healthier Communities is the voice of a vibrant network of community-governed primary health care organizations. Alliance members serve diverse communities across the province of Ontario, and they are rooted in the communities they serve. They share a commitment to advancing health equity through the delivery of comprehensive primary health care.
- **Our Vision**_**: Equitable health and wellbeing for everyone living in Ontario.
- **Our Mission**_**:Advance comprehensive primary health care and advocate for changes in Ontario’s health and social systems to address inequities.

**POSITION**

**RESPONSIBILITIES**

**IT/ Application Support**
- Implements Alliance’s IT plan.
- Manages Alliance’s Service Desk ticketing system tool and provides service level reports upon request to comply with ITIL Foundations.
- Provides IT support to staff and guests on all hardware and software matters:
Ø Tier 2 support: assists with installation, configuration, deployment and maintenance of computer equipment, hardware, software and servers, etc.
- Manages and maintains inventory of hardware and software, identifies and recommends upgrades that align with IT operational best practices.
- Educates and ensures staff adherence to Alliance’s IT standards and policies.
- Recommends improvements to computers including cost saving measures and the evaluation of hardware and software needs.
- Researches, seeks pricing quotes and procures IT hardware and software.
- Contributes to the development of the IT budget and monitors expenditures.
- Creates, deletes, and manages user accounts and SFTP accounts.
- Performs Windows updates on servers.
- Performs routine maintenance tasks on Windows Hyper-V machines, i.e., checkpoint creations, deletion, merges, virtual machine replication, and moves.
- Manages server firmware, including raid controller updates.

**Documentation**
- Documents IT processes and Service Desk resolutions as per best practices.
- Assists with the development and implementation of IT policies and procedures.

**Vendor/ Contract Support**
- Supports the procurement process for IT goods and services.
- Liaises with IT vendors and services providers, tracks and documents vendor completion activities and follows up on outstanding deliverables.
- Tracks and verifies invoices before it is approved by management.
- Assists with the disaster recovery procedure for BIRT infrastructure.
- Creates, maintains and troubleshoots daily, weekly, and monthly full and differential backup jobs.
- Performs quarterly system test restores on selected servers.
- Maintains the Acronis backup software by performing system upgrades on time and configuration changes as required.
- Maintains and manages the network-attached storage, i.e., firmware updates, configuration changes, and troubleshooting functional issues.

**Website Support**
- Supports Alliance’s membership portal and SharePoint site issues as needed.

**Special Projects**
- Assists with IT projects as needed.

**QUALIFICATIONS**

**Requirements**:

- Post-secondary degree in Information Technology and/or equivalent experience.
- Minimum three (3) years’ experience in a similar type of IT role.
- Demonstrated knowledge of information management systems and Help Desk functions.
- Strong customer service orientation with superior interpersonal skills.
- Experience with administering Microsoft365 (cloud).
- Must possess a valid Ontario “G” driver’s license to travel within Ontario.
- Ability to work evenings and weekends as scheduled.
- Ability to conduct work in keeping with the Alliance’s commitment to anti-oppression, anti-racism (including anti-Black and anti-Indigenous racism), French language services, and to being 2SLGBTQ+ positive.

**Technical Skills Requirements**
- Deployment, configuration, and maintenance of windows server environments.
- Experience with Domain Name Server architecture and maintenance.
- Knowledge working with Windows PowerShell 2.0.
- Working with Microsoft Group Policy Objects.
- Experience using Secure file transfer protocol (SFTP) services.
- ITIL experience for Help Desk service.
- Experience with server hardening best practices.
- Active Directory management and optimization.
- Microsoft 365 administration (Office, Teams, Sharepoint, Defender, etc).
- Storage RAID configurations and RAID controllers.
- Knowledge and experience of using the Centre for Internet Security Top 18 (formerly SANS Critical Security Controls 20 Critical Security Controls framework).
- Fixing cyber security vulnerabilities, familiarity with protocol stacks and cipher suites.
- Virtualization with Microsoft Hyper-V.
- Operational knowledge of backup software solutions.
- Network device management firewalls, routers, and switches.
- Managing endpoint protection solutions.
- Information Management Policy documentation.
- Hardware knowledge: HP Enterprise, Lenovo, Cisco, etc.

**Assets**
- Experience working with third-party authentication sy