Systems Support Specialist

2 weeks ago

Charlottetown, Canada iWave Full time

iWave has recently rebranded as Kindsight to deliver what has never been possible in the nonprofit world: A Fundraising Intelligence platform that incorporates big data, AI, and automation to power modern fundraising. Kindsight is the combination of three companies: iWave, UC Innovation (maker of ascend CRM), and NonprofitOS. Kindsight offers the most comprehensive and innovative advancement and fundraising CRM through ascend, which is enhanced with rich data and insights offered by iWave and the revolutionary AI content creation functionality of NonprofitOS. Kindsight drives efficiency, productivity, and impact for nonprofit, education, and healthcare organizations, and empowers them to have the right conversation, with the right donor, at the right time—every time.

**Position Summary**:
As a member of our dynamic tech team, the IT Support Specialist is responsible for providing technical support for our staff. This position will support our team on the west coast and will be primarily working 9:00 am - 5:00 PM PST however off hours duties may be required as needed.

**What You’ll Do**
- Diagnose and troubleshoot and resolve hardware, software, and network-related issues.
- Escalate complex technical problems to appropriate IT staff for resolution.
- Coordinate with the People Team to prepare for new hire IT onboarding
- Prepare hardware packages according to company standards and policies.
- Arrange for the shipment of hardware equipment to employees.
- Ensure accurate tracking and documentation of hardware inventory.
- Configure and set up hardware devices such as laptops, desktops, and peripherals.
- Assist with company security by ensuring business data is properly secured, backed up, and security policies are enforced on systems
- Manage your duties with JIRA tickets and document your processes in Confluence
- Identify trends and recurring issues to improve support processes and procedures.
- Other duties and projects as assigned

**What We’re Looking For**
- College or University diploma related to Information Technology
- Understanding Operating systems (Windows, Linux and Mac), wireless technology, phone systems, antivirus solutions, and backups solutions/strategies
- Extensive experience in all areas is not required, but a passion and self-motivation to learn new skills and technologies and the ability to adapt to a fast-paced and changing environment is mandatory
- Good understanding of internet technologies, networking, DNS, mail distribution, SSL, VPN, SNMP, and DHCP
- Exceptional problem solving and troubleshooting skills
- Excellent communication and customer service skills
- Ability to present new technology and provide training to staff
- Knowledge and experience with Amazon AWS would be an asset
- CompTIA A+, MCITP/MCSE, MCP certification an asset

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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