IT Technician
IT Technician
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Job Description
Job title: IT Technician
Department:Information Technology (IT)
Reports to:Finance & IT Manager and Team Lead Information Technology
Employment Status:Full-time permanent
Hours of work:8:30 a.m. to 4:30 p.m.
Job purpose
Reporting to the Finance & IT Manager as well as the Team Lead IT the IT Technician will provide responsive technical support troubleshoot hardware/software issues and maintain IT systems to ensure optimal performance. This position is responsible for diagnosing and resolving technical issues supporting end-users with day-to-day IT needs and implementing preventative maintenance to optimize system performance. In addition to hands-on troubleshooting the role involves contributing to IT projects maintaining documentation and supporting cybersecurity and compliance initiatives. The IT Technician is a key contributor to ensuring a reliable and secure IT environment that supports CDCDs business continuity and user satisfaction.
Company Overview
Community Development Council Durham (CDCD) is an independent not-for-profit social planning organization that has been working to enhance the quality of life for individuals families and communities in Durham for 55 years. We organize a variety of research community development and social planning initiatives as well as administer and deliver front line social service programs. Please visit us at for more information.
Duties and responsibilities
- Using client-centered anti-oppression anti-racism trauma-informed gender-based analysis plus and strength-based approaches build relationships and establish rapport with existing community partners vendors landlords clients and staff.
- Maintain confidentiality and privacy protection measures for all community partners landlord vendors staff and clients.
- Promote a high-functioning teamwork environment that is inclusive harmonious cooperative efficient and productive.
- Participate in promoting a positive workplace culture through agency committee membership and departmental activities.
- Follow general directions and instructions from the Team Lead IT.
Technical Support & Troubleshooting
- Deliver first- and second-level technical support for hardware software and network-related issues through in-person assistance remote sessions and via ticketing systems.
- Diagnose and resolve issues across Windows Android and iOS platforms printer malfunctions/errors email and account access problems and application or hardware failures.
- Document support activities thoroughly and escalate unresolved or complex issues to Team Lead IT with detailed notes.
Hardware & Software Maintenance
- Install configure and maintain desktops laptops mobile devices and peripheral equipment to ensure optimal performance and user satisfaction.
- Support the deployment and troubleshooting of enterprise tools such as Office 365 Active Directory VPNs and antivirus and malware software.
- Assist user onboarding and offboarding processes including account creation equipment setup and basic IT orientation and login training for new users.
Network & System Administration Support
- Support basic LAN and Wi-Fi troubleshooting including connectivity issues IP conflicts and DNS issues.
- Monitor and maintain backups patches and system updates.
- Contribute to server room upkeep including cable management and hardware upgrades.
- Assist with computer equipment cleanup (retirement and renewal).
Documentation & Continuous Improvement
- Maintain accurate IT asset inventories and contribute to the development and upkeep of internal knowledge base articles and technical documentation.
- Identify opportunities to enhance IT support processes security protocols and operational workflows and recommend improvements to the Team Lead IT.
- Support compliance with internal controls and IT policies through consistent documentation and adherence to best practices.
The job incumbent may be required to perform other duties as assigned.
Qualifications
- Diploma or degree in Information Technology Computer Science or a related field or relevant certifications (e.g. CompTIA A Microsoft MTA).
- 1-3 years of experience in IT support helpdesk or field technician roles.
- Proficiency with Windows OS and Office 365 Cloud applications.
- Basic working knowledge of Active Directory TCP/IP and remote support tools (DHCP DNS ipconfig TeamViewer RDP).
- Computer hardware and software troubleshooting experience is required.
- Familiarity with MDM solutions (Intune) is an asset.
- Experience with Azure AD PowerShell scripting or VoIP systems is preferred.
- Certifications in Cisco CCNA or Microsoft Modern Desktop Administrator are preferred.
- Ability to think analytically by synthesizing and evaluating information to understand issues identify options and support sound decision-making.
- Excellent communication and interpersonal skills with a customer-focused mindset.
- Strong problem-solving skills with the ability to identify issues and implement practical timely solutions.
- Ability to take initiative by acting proactively and persistently to address challenges and seize opportunities.
- Ability to explain technical concepts clearly to non-technical users.
- Strong attention to detail and high level of accuracy.
- Excellent organizational and time management skills.
Additional Requirements
- The IT Technician will work out of an office environment and will be required to lift up to 20 lbs. Prolonged sitting is required.
- The IT Technician will need to be flexible in the case of attending evening and/or weekend meetings and events as required.
- A valid Ontario drivers license (Class G) use of a vehicle and insurance with the ability to work in a variety of settings is an asset.
- Successful candidate must provide an acceptable vulnerable sector check prior to commencing employment.
APPLICATION PROCESS: Applicants are requested to submit their resume and a cover letter stating salary expectation while outlining their strengths experience and aptitude to fulfill the position requirements.
CDCD thanks all applicants for their interest; however only those asked for additional information and/or selected for an interview will be contacted.
CDCD is committed to providing equal opportunity to all employees. We strive to create a diverse and inclusive workplace that represents the cultural mosaic of the Durham Region and the communities we serve. We recognize the value that comes from the different viewpoints unique experiences and diverse perspectives of our employees who bring fresh new ideas to our business. Diversity plays a key role in our ability to deliver our mission.
CDCD is strongly committed to diversity and inclusion within its community and encourages applications from Indigenous peoples racialized persons/persons of colour persons with disabilities women LGBTQ2S persons and others who may contribute to fostering innovative ideas and solutions.
As an employer CDCD has a duty to accommodate potential candidates throughout the hiring process in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act 2005.
Required Experience:
IC
Employment Type
Full Time
