Information Technology Specialist

Full-Time, Permanent

POSITION

Reporting to the Director of Information Management, the Information Technology (IT) Specialist will be primarily responsible for the Alliance Service Desk first line of support for technical issues. This position performs trouble-shooting, ticket resolution, documentation, IT project implementation and support, vendor/ contract support, and ensures timely and effective provision of staff and member support related to Alliance’s IT systems and applications.

The IT Specialist ensures day-to-day operations excellence and executes Alliance’s IT plan.  As directed by the Director of Information Management, this position will work in collaboration with Alliance’s IT team.  This includes but is not limited to supporting consistent, complete data backups and security of both data holdings and applications used at the Alliance.  This role also participates in corporate projects to upgrade servers, migrate infrastructure to the cloud and continually improve the Alliance’s cyber security posture.

RESPONSIBILITIES

IT/ Application Support

• Implements Alliance’s IT plan.
• Manages Alliance’s Service Desk ticketing system tool and provides service level reports upon request to comply with ITIL Foundations.
• Provides IT support to staff and guests on all hardware and software matters:
• Tier 1 support:  administers, trouble-shoots, and trains on hardware, email, VPN, network drives, wireless access, password resets, etc.
• Tier 2 support:  assists with installation, configuration, deployment and maintenance of computer equipment, hardware, software and servers, etc. 
• Manages and maintains inventory of hardware and software, identifies and recommends upgrades that align with IT operational best practices.
• Educates and ensures staff adherence to Alliance’s IT standards and policies.
• Recommends improvements to computers including cost saving measures and the evaluation of hardware and software needs.
• Researches, seeks pricing quotes and procures IT hardware and software.
• Contributes to the development of the IT budget and monitors expenditures.
• Creates, deletes, and manages user accounts and SFTP accounts.
• Performs Windows updates on servers.
• Performs routine maintenance tasks on Windows Hyper-V machines, i.e., checkpoint creations, deletion, merges, virtual machine replication, and moves.
• Manages server firmware, including raid controller updates.

Documentation

• Documents IT processes and Service Desk resolutions as per best practices.
• Assists with the development and implementation of IT policies and procedures. 

Vendor/ Contract Support

• Supports the procurement process for IT goods and services.
• Liaises with IT vendors and services providers, tracks and documents vendor completion activities and follows up on outstanding deliverables.
• Tracks and verifies invoices before it is approved by management. 
• Assists with the disaster recovery procedure for BIRT infrastructure.
• Creates, maintains and troubleshoots daily, weekly, and monthly full and differential backup jobs.
• Performs quarterly system test restores on selected servers.
• Maintains the Acronis backup software by performing system upgrades on time and configuration changes as required.
• Maintains and manages the network-attached storage, i.e., firmware updates, configuration changes, and troubleshooting functional issues.

Website Support

• Supports Alliance’s membership portal and SharePoint site issues as needed.

Special Projects

• Assists with IT projects as needed.

QUALIFICATIONS

Requirements

• Post-secondary degree in Information Technology and/or equivalent experience.
• Minimum three (3) years’ experience in a similar type of IT role. 
• Demonstrated knowledge of information management systems and Help Desk functions.
• Demonstrated knowledge of commonly used applications in a Windows/MS Office environment.
• Strong customer service orientation with superior interpersonal skills.
• Experience with administering Microsoft365 (cloud).
• Must possess a valid Ontario “G” driver’s license to travel within Ontario. 
• Ability to work evenings and weekends as scheduled.
• Proficient with Windows and Microsoft Office software applications including Outlook, Word, Excel, PowerPoint.
• Commitment to the principles of Health Equity, as outlined in the Alliance’s Health Equity Charter
• Ability to conduct work in keeping with the Alliance’s commitment to anti-oppression, anti-racism (including anti-Black and anti-Indigenous racism), French language services, and to being 2SLGBTQ+ positive.

Technical Skills Requirements

• Deployment, configuration, and maintenance of windows server environments. 
• Experience with Domain Name Server architecture and maintenance.
• Knowledge working with Windows PowerShell 2.0. 
• Working with Microsoft Group Policy Objects. 
• Experience using Secure file transfer protocol (SFTP) services.
• ITIL experience for Help Desk service. 
• Experience with server hardening best practices.
• Active Directory management and optimization.
• Microsoft 365 administration (Office, Teams, Sharepoint, Defender, etc).
• Storage RAID configurations and RAID controllers.
• Knowledge and experience of using the Centre for Internet Security Top 18 (formerly SANS Critical Security Controls 20 Critical Security Controls framework).
• Fixing cyber security vulnerabilities, familiarity with protocol stacks and cipher suites.
• Virtualization with Microsoft Hyper-V.
• Operational knowledge of backup software solutions.
• Network device management firewalls, routers, and switches.
• Managing endpoint protection solutions.
• Information Management Policy documentation.
• Hardware knowledge: HP Enterprise, Lenovo, Cisco, etc.

Assets

• Experience working with third-party authentication systems using SAML.
• Experience with remediation of vulnerability assessments and penetrations tests.
• Experience with Linux Ubuntu and CentOS.
• Working knowledge of databases including SQL, Oracle, and Maria DB.
• Experience with domain migrations.
• Knowledge of software / server upgrades.
• Knowledge of networking.
• Knowledge of cyber security best practices.
• Experience in a non-profit or provincial association.
• Bilingualism in both English and French.

WORK LOCATION

This position will have some flexibility of working from home and will be required to be on-site when needed at the Alliance office in Toronto, Ontario, Canada.

COMPENSATION

Annual Salary: starts at $55,409

The Alliance offers an exceptional benefits package, including pension with HOOPP, extended health and dental benefits, and a generous vacation package. Salary is set within Alliance’s established salary grid and policy guidelines.