Information Technology

Information Technology (it) Technician

SUMMARY

Reporting to the Supervisor: Information Technology (IT), the Information Technology Technician (IT Technician) supports the effective operation and maintenance of systems hardware and software as well as its’ related infrastructure, for the Children’s Aid Society of London and Middlesex (CASLM). With a focus on accessibility and support, this position ensures users receive maximum benefits from computer, telephone and printing systems.
**Core Competencies**
- _I am Knowledgeable about Child Welfare Service and the Strategic Directives of the Organization_
- _I am Strengths Based and Risk Aware_
- _I am Optimistic and Inspirational_
- _I am Customer Service Driven_
- _I am a Co-operative and Collaborative Team Player_
- _I am an Effective Communicator_
- _I am Solution Focused and Action Oriented _
- _I am Intentionally Inviting_
- _I am Continually Improving and Innovating_
- _I am a Champion of equity, diversity & inclusion. _

Customer service is the key. The IT Technician demonstrates productivity, organization, and a high level of responsiveness.

In all activities, the IT Technician acts in accordance with the policies and practices of the CASLM and all legal and government requirements. The IT Technician is accountable for ensuring all services are carried out in a child and family-centered manner with adherence to equitable outcomes for all individuals served by the Society. The Information Technology (IT) Technician is accountable for ensuring all services are carried out in a service friendly manner within an anti-oppressive framework.

Core hours: 8:30 a.m. - 4:30 p.m. It is expected that this position be flexible in terms of hours of work to ensure service excellence and adherence to Ministry standards.

**QUALIFICATIONS**
- Diploma in Computer Sciences or a related discipline, specific to information technology preferred
- Minimum of 3 years’ experience supporting end users e.g. Help Desk, direct support functions)
- In-depth knowledge of Microsoft Windows 10 and 11; Microsoft 365 administration also a good asset to have
- Good understanding of Microsoft SharePoint
- Exposure to virtualized desktops and server environments
- Excellent troubleshooting, investigative, diagnostic and problem resolution skills
- Knowledge of the organizational plan
- Excellent communication skills
- Ability to work under pressure with multiple demands
- Demonstrated bias for action and superior quality in all work activities and deliverables
- Valid Ontario G or G2 Driver’s Licence
- Access to a vehicle for work purposes

**AREAS OF FOCUS**

**Ethics, Values and Integrity**
- Provide child welfare practice in a manner consistent with CASLM values and philosophy
- Adherence to service model expectations and commitments

**Knowledge and Skill**
- Assist with computer roll-outs as well as local and network printers/copiers
- Provide regular maintenance for all computer hardware
- Talking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues
- Replace parts as required
- Providing support, including procedural documentation and relevant reports
- Set up new users' accounts and profiles and dealing with password issues
- Respond within agreed time limits to Help Desk inquiries and analyze calls to spot trends and underlying issues
- Work continuously on a task until completion (or referral to third parties, if appropriate)
- Test and evaluate new technology
- Conduct electrical safety checks on computer equipment
- Perform routine network start up and shutdown procedures
- Identify and report trends and potential system limitations
- Maintain confidentiality at all times

**Team Collaboration & Engagement**
- Establish effective working relationships with colleagues and community partners.
- Relate in a professional, purposeful and transparent manner.
- Collaboratively develop strategies to deliver, improve and evaluate services to stakeholders.
- Offer support and extend oneself to team members, colleagues across the CASLM, and community partners.
- Provide Information Technology coverage support as requested including for the Supervisor: Information Technology

**Customer Service**
- Honour all the CASLM’s commitments to staff, children, youth, families and community partners by providing helpful, courteous, accessible, responsive and knowledgeable service.
- Focus individualized attention resulting in consistent, high-level customer satisfaction.
- Fully available to staff by being flexible with time and schedule in order to provide information and service.
- Anticipate staff needs and quickly adapts solutions.
- Help staff navigate systems with greater ease by explaining the services offered and the requirements to access services.

**Health and Safety**
- Delivery of service is completed in a safe manner and exhibits good judgment and problem-solving skills.
- Ensure the Supervisor: