IT Technician

**Position Overview**

Reporting to the IT Manager, the IT Technician supports the planning, implementation, and maintenance of all IT services and programs. The IT technician is responsible for timely and effective resolutions to end-user productivity issues as they relate to IT-serviced computer operations. This will be accomplished by performing question/problem diagnoses, guiding users through to issue resolution, communicating technical solutions in user-friendly language, and conducting end-user training where necessary.

**Accountabilities**
- Supports the procurement, installation, programming, and maintenance of all hardware and software;
- Ensures integrity and reliability of all IT-related equipment and systems;
- Supports the design, implementation and management of IT hardware, software, disaster recovery plans, and associated products and services;
- Re-images computers, perform data migrations and restorations, and conducts remote problem solving;
- Supports and monitors networks across facilities and cloud environments;
- Provides IT support for desktops, printers, peripherals, telephone systems, and cellular devices;
- Identifies, manages, and resolves end-user systems issues in a timely manner;
- Manages asset tracking databases for equipment deployments to on-site and home-based workers;
- Maintains inventory of internal licenses and track compliance recommendations;
- Creates status reports as required, presents findings to management;
- Plans end-user training as required;
- Communicates outages (planned or unplanned) and major changes to employees;
- Supports move and/or change requests - including desktops, laptops, printers, and other peripherals;
- Supports the Digital Media Specialist as requested;
- Provides training to employees, teaching basic IT skills to minimize unnecessary tickets;
- Understands and implements long-term planning for equipment evergreening and depreciation;
- Identifies and learns appropriate software and hardware used and supported by the organization;
- Maintaining the highest level of ethics and confidentiality in all dealings;
- Designs and generates reports as requested by the IT Manager;
- Assist on projects or special initiatives as assigned.

The IT Technician performs other related duties as requested.

**Qualifications**
- Post-secondary education in the field of Information Technology, Computer Science, Information Systems, or a related field;
- 2-3 years experience in IS/IT support preferably in Service Desk, Helpdesk, or Desktop environment dealing with hardware & software issues.
- IT certificates and/or experience in Cisco CCNA, Comptia, Microsoft Certified Professional Programs or equivalent;
- Must have experience working with Microsoft Office Suite, preferably at an intermediate level
- Experience working with information and data management systems;
- Working with multi-site and remote or satellite operations an asset;
- Experience with desktop and server operating systems and working knowledge of a range of diagnostic utilities;
- Experience supporting in a Windows based environment;
- The ability to lift/carry/move weights up to 50lbs;
- Must have an understanding, awareness, and appreciation of Indigenous culture and history;
- Willing to participate in ongoing education and training for the role including Indigenous studies;
- Excellent English communication skills both written and verbal, French language an asset.

Equivalent or relevant education and/or experience may be considered.

**Competencies**

**Client/Customer Service**
- Effectively builds constructive, friendly, professional relationships and networks of key contacts with clients, stakeholders, and colleagues.
- Works effectively and co-operatively with all clients, stakeholders, and colleagues to foster ongoing mutual respect and trust by giving superior service to both internal and external clients.

**Technical Expertise**
- Demonstrates knowledge of techniques, skills, equipment, procedures, and materials. Applies knowledge to identify issues.
- Works to develop additional technical knowledge and skills by keeping informed about current or trending IT developments.

**Initiative**
- Plans work and carries out tasks without detailed instructions; prepares for problems or opportunities in advance; responds to situations as they arise with mínimal supervision; evaluates new technology as potential solutions to existing problems.
- Successfully addresses key concerns and presents mutually beneficial solutions.

**Adaptability/Flexibility**
- Responds in an open and receptive manner to changes in the work environment or work demands adjusting methods and approaches to effectively carry out tasks in situations of ambiguity and uncertainty.
- Adjusts style to respond appropriately to different and changing circumstances.

**Problem Solving/Analytical**
- Analyzes and interprets the strategic direction of FMB, has a clear and firm understanding of the vision, mission, values,