Information Technology Technician

# Summary 

• Position Title: Information Technology Technician
• Department: Corporate & Administration Services
• Reports To: Manager, Corporate Services
• Hours: 1.0fte (70 hours biweekly) 
• Location: Merrickville, Smiths Falls
• Term: indeterminate 
• Start Date: February 24, 2025
• Rate: $54,175 - $63,735 Annual $29.766 - $35.019 hourly rate

# About the Organization 

 Rideau Community Health Services (RCHS) is a non-profit, community-governed health and social service agency that provides comprehensive primary care, health promotion and community development services. Working with partners to provide integrated health and wellness services for various communities throughout Leeds, Grenville and Lanark counties.

# About the Position 

Provides technical assistance and support to staff on a variety of IT issues. Assists the Information Technology Administrator in the development and maintenance of a reliable information technology infrastructure.

1. Provide a single point of contact for end users to receive support and maintenance within the organization’s desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance.
2. Troubleshoot problem areas (in person, by telephone, or remotely) in a timely and accurate fashion, and provide end-user assistance where required.
3. Provide support and maintenance for Microsoft Active Directory (including Azure AD), Microsoft 365, and other core Windows applications.
4. As directed, maintains and upgrades computer systems, workstations and peripherals to ensure the functionality and integrity of RCHS hardware and software systems.
5. As directed, manages access to data and IT resources (file shares and user account/rights)
6. Administration of IP Telephony system
7. Ensure adequate inventory of IT Equipment and peripherals
8. Work collaboratively with the IT Administrator and other team members, to seek innovative tech solutions to support RCHS programs and services

Knowledge, Skills and Abilities:

• Working knowledge of managing tickets, follow up actions and close issues
• Excellent knowledge of computers (PC, Laptop) and peripherals.
• Strong understanding of hardware, software and TCP/IP networking principles is required along with basic knowledge of IP telephony
• Proficient in Microsoft 365, Active Directory, Windows Desktop Operating Systems , desktop/laptop imaging, and inventory management tools.
• Mobile Device Management support knowledge
• Demonstrated ability to provide an articulate, measured, and concise response to a client’s problem
• Outstanding communication skills to team and colleagues. Ability to deliver outstanding customer services and satisfaction to staff
• Ability to work in a fast-paced and changing environment, manage user expectations and potential risks.
• Experience and ability to facilitate one-to-one and group training sessions • Ability, initiative, and willingness to learn new technologies / programs / software’s
• Organizational / time management skills
• Good written and oral communication skills in English, self - motivated and directed.
• Ability to work autonomously with little or no supervision
• Strong troubleshooting
• Work well under stress
• Desire to keep abreast of new software and hardware technologies

COMMON RESPONSIBILITIES:

• Works in a manner that preserves confidentiality and seeks to minimize risk.
• Work in a manner that incorporates health promotion and recognizes the determinants of health.
• Incorporate and strengthen collaborative and interdisciplinary teamwork.
• Respects and values the diversity of communities and individuals.
• Supports the student and volunteer placement programs.
• Promotes awareness of and participates in RCHS activities.
• Contributes to the work by participating in meetings and committees.
• Work regular hours of operation in locations identified by the RCHS
• Contributes to the RCHS’ practices of hiring, orienting, training and mentoring staff.
• Contributes to the efforts to secure and maximize resources for current and new programs, services and activities.
• Participates in the efforts to enhance its capacity through staff development.
• Supports and complies with the Occupational Health and Safety policies and procedures.

# Your Qualifications

• Post-Secondary School Diploma in Information /Computer Technology or a combination of relevant certification (A+) and experience.
• 2+ Years’ minimum in troubleshooting PC systems
• 2+ years minimum in help desk environment
• Extensive knowledge of Windows OS, MS 365,
• Effective communication skills and ability to handle variety of tasks in a team setting.
• Fluency in English is essential.