Frafca IT Help Desk Specialist

**Job description - FRAFCA IT Help Desk Specialist / Technician (Tier 1)**
- Hours: Full-Time, 35 hours per week
- Wage: $25.00 per hour plus benefits
- Reports to: IT Manager
- Work Location: A101 - 10095 Whalley Boulevard, Surrey, BC V3T 4G1

**Position Overview**: The FRAFCA IT Help Desk Specialist is the first point of contact for all FRAFCA employees and will provide timely support for all IT hardware and software related issues. The primary responsibility of an IT Help Desk professional is to ensure all our employees can effectively use technology and resolve any technical issues when they encounter.

**Why FRAFCA**:

- Opportunity to work alongside cultural knowledge keepers & Elders
- Holistic, culturally safe, approaches to serving our clients and community
- Freedom to share and observe own cultural practices (i.e. smudging in the office)
- Access WorkBC Employers Training grants and other bursaries to fund training & other professional development
- Extended Health Benefits Package and Employee Assistance Plan after 3-months on continuous employment
- 10 annual paid sick/personal leave days
- Paid vacation days (up to 25 days based on years of service)
- Offices located along main transportation routes
- Main office by the Skytrain station
- Parking available on-site

**Network Overview**:
**Job Duties and Responsibilities**:

- **Problem Identification and Resolution**: Diagnose and resolve hardware and software problems. Log and track support requests and maintain a knowledge base of common issues and solutions.
- **Hardware Maintenance**: Install, configure, and maintain computer hardware components such as desktops, laptops, printers, and peripherals. Perform hardware upgrades as needed.
- **Software Support**: Assist users with software installation, configuration, and troubleshooting. Collaborate with software vendors for advanced issue resolution when necessary.
- **Network Support**: Troubleshoot network connectivity issues, including wired and wireless connections. Assist with VPN setup and connectivity problems.
- **Documentation**: Maintain accurate records of support requests, resolutions, and hardware/software inventory. Create and update user manuals and documentation for common issues and procedures.
- **Security**: Enforce IT security policies and procedures. Maintaining EndPoint Security and Patch Management Systems. Maintain FRAFCA FOB, Alarm and Security Camera Systems.

**Reporting Structure**: Reports to the IT Manager and participate in regular technology meetings and updates as required.

**Training**: OJT (On-the-job) training will be provided on the current IT systems that are in place in the network

**Qualifications & Competencies**:
High school diploma or equivalent; a bachelor’s degree in a related field is a plus.

Previous experience in IT support or a similar role is preferred.

**IT Skills**:
**Nice to have**:

- Understanding and experience of Meraki WiFi, Aruba Switches, Sonicwall and Fortinet Firewalls, and Cloud Backups
- Familiarity with hardware components, networking concepts, and troubleshooting techniques.
- In addition to the IT skills, non-technical competencies like communication, customer service, problem solving, attention to detail and time management are essential.

**Working Conditions**:
Typically office-based but may occasionally require some on-site support at other FRAFCA office locations. Hence, a Driver’s License is preferred.

**How to Apply**:
We thank all applicants, but only those selected for interview will be contacted.

**_**Pursuant to S. 41 of the BC Human Rights code, preference may be given to Aboriginal Applicants._**

**“We are committed to the National Truth and Reconciliation Calls to Action. FRAFCA is engaged primarily in promoting or serving the interests of Indigenous peoples, FRAFCA prioritizes employment to Indigenous peoples. Preference will be given to Indigenous applicants, unless that preference or employment would constitute a discriminatory practice under the Canadian Human Rights Act.”