IT Support

Job title: IT Support

Company: TNO – The Neighbourhood Organization

Job description: IT Support
Full-time Contract
3 month contract with possibility of extension

TNO – THE NEIGHBOURHOOD ORGANIZATION (TNO, formerly Thorncliffe Neighbourhood Office) is a community based multicultural, multi-service agency which offers a broad range of programs to serve Thorncliffe Park, Flemingdon and the surrounding communities through strengthening the quality of individual and community life.

TNO provides programs and services which include settlement and language classes for newcomers, employment services, child, youth and family support services that are offered in more than 20 languages. Over the last 30 years TNO has served thousands of individuals and families.

Position Summary:

The IT Support is point of contact for troubleshooting and provides support for all employees’ technical needs in all internal infrastructures (networking connectivity, wireless domains, computer servers/hardware); software applications and updates; and in-house and external database management. IT Support 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. IT Support is also responsible for recording problems/solutions within the IT call-tracking system.

IT Support serves onsite and offsite TNO/Hub locations, through in-person, telephone, or remote-control. IT Support reports, advises, and implements technical solutions to all levels of staff members across office locations to ensure all systems are running smoothly to support the efficiency and effectiveness of service and program delivery.

MAJOR DUTIES & RESPONSIBILITIES

• First point of contact for Organization staff and client’s requests via ticket, phone or email: Support all IT services and systems programs throughout the organization
• Actively monitoring the ticketing system to ensure requests are addressed on timely manner and the resolution is documented in the system. Managing and maintaining communication with users on ticket progress; Escalating unresolved tickets to appropriate internal or external support
• Providing one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication
• Providing first level help desk services to both internal and external departments on software and hardware issues
• Monitoring, investigating, diagnosing, and troubleshooting all IT related issues and resolving end-user matters within agreed time limits as well as responding to emergencies
• Internet connectivity, configurations, troubleshooting and so on.
• Creating new user accounts (computer logins/email/database), and update access to appropriate groups; ensure the correct permissions and account accesses are granted
• Updating and deleting user accounts and accesses upon request
• Order new IT equipment as needed for new hires; plans IT equipment requirements based on user necessities
• Conducting timely repair of IT equipment covered by third-party vendor maintenance agreements
• Providing training to employees, teaching basic IT skills to minimize unnecessary requests
• Use IT log entries to pinpoint trends and trouble spots in order to conduct proactive maintenance or repairs
• Replacing parts and systems as required and recommended by the needs of organization
• Installing, configuring, and upgrading operating software and hardware systems, applications, and networks
• Monitoring information security, accuracy, and recovery
• Conduct periodic computer related equipment inspections, testing, and inventory checks to ensure safety and makes recommendation as required
• Maintaining inventory and suggestion upgrades to the systems where required
• Ensure the successful operation of all systems and network activities including the organization’s LAN, WAN, wireless domain, web, computer software and hardware, TNO database systems, printer and telephone, and infrastructure supports
• Researching new programs, connectivity, networking and other hardware to provide innovative, efficiency and effective support to administrative tasks of employees; stays abreast on new or emerging trends and technologies that provide clear benefits to the organization
• Liaise with vendors and service providers to ensure efficient and cost-effective acquisition of technology purchases; oversee warranties and service agreements; Follow up on faulty hardware and software purchases via liaising with vendors and service providers; oversees warranties and service agreements
• Test and evaluate new applications and IT equipment and makes recommendations as required
• Obtain quotations, negotiates, and purchases on new software and hardware based on organizational need; conducts research to ensure cost-effective technology purchases

Qualifications:

Education:

• The minimum level of education preferred is a diploma or certification in Computer Sciences and/or related field

Experience:

• One to three years of experience in field
• Experience in Non-Profit/Health Sector is an asset
• Strong knowledge in computer hardware, software applications, network systems, mobile services (iOS and Android), and security related applications
• Demonstrated knowledge in troubleshooting technology related issues and customer support
• Demonstrated knowledge in Microsoft Windows Server/ Microsoft Exchange; Mac OS; MS Office; Adobe; Office 365, Gmail and other emailing applications; Database Software
• Knowledge of PIPEDA/Personal information and privacy Act

Equipment Used:

• All office equipment and devices such as printer, copier, scanner, switchboard, computers, laptops, smart phones, servers, etc.

Working Conditions:

Hours of Work:

Successful candidates would be required to work regular hours for 35 hours per weeks, and flexible between 8:30AM to 8:00PM besides evening shifts and some weekends, as decided by program requirements.

Location:

This position will be located within any of TNO’s service locations based on community and program requirements. The locations (multiple) for this position may be added or moved to new addresses in the future according to the community and program requirements.

“TNO – THE NEIGHBOURHOOD ORGANIZATION is committed to employment equity initiatives. We encourage residents of Thorncliffe Park, Flemingdon Park, and surrounding communities and members of ethno-racial, aboriginal, immigrant, francophone, refugee, LGBTQ+ and disabled community groups to apply and self-identify.”

Expected salary:

Location: Toronto, ON

Job date: Sat, 23 Jan 2021 23:47:52 GMT