Help Desk Technician (Canada Summer Job)

Through hands-on learning mentoring and exposure to real-world IT environments the student will:

• Gain applied experience in IT support hardware/software troubleshooting systems administration and network operations.

• Build foundational competenciesrequiredfor entry-level IT roles including communication customer service documentation analytical thinking and task prioritization.

• Learn how technology enables service delivery within a non-profit organization that supports vulnerable community members.

• Receive ongoing coaching supervision and development opportunities from experienced IT professionals.

• Participate in a safe inclusive and supportive work environment that encourages growth confidence and collaboration.

This role directly contributes to improving the organizations technological capacity enabling better community services while equipping a young worker with essential skills for their long-term career.

Project Number:
Location: Calgary Office
Position Type: Seasonal Employment Full time (8 weeks)
Schedule: 35 hours per week
Reporting to: Information Technology Manager
Number of Positions to Fill: 2

MAJOR DUTIES AND RESPONSIBILITIES

• Receive triage and log IT support requests into the service desk ticketing system.

• Provide first-level troubleshooting and confirm user issues are fully resolved or escalated when necessary.

• Support Windows operating systems (Windows 10 8 7) including error resolution updates and system checks.

• Provide support and basic administration for Office 365 including Exchange SharePoint Teams and Microsoft Office applications.

• Troubleshoot issues in Word Excel PowerPoint Outlook and other commonproductivity tools.

• Provide hardware support for desktops laptops network printers smartphones tablets and iOS/Android devices including remote troubleshooting.

• Assistwith basic troubleshooting for MacOS devices.

• Assistin planning documenting implementing and supporting the organizations computing infrastructure including servers LANs WANs and wireless networks.

• Assistwith purchasing receiving and tracking IT assets such as hardware software and peripherals.

• Maintainaccurateinventory and support lifecycle management of all IT assets.

• Monitor daily computer system performance and report or address issues as needed.

• Support VPN setupfirewallrequests and antivirus deployment under supervision.

• Diagnose and troubleshoot basic network issues using tools such as PING and TRACERT.

• Assistinidentifyingand resolving internet bandwidth and remote access issues.

• Support team KPIs by ensuringtimelyresponses and resolutions to IT tickets.

• Document solutions procedures and updates to help improve IT support processes.

• Maintain positive and professional communication with users across all departments.

• Promote a customer-focused collaborative and supportive work environment.

• Assist with IT projects including upgrades migrations cybersecurity initiatives and infrastructure improvements.

• Performadditionalduties as assigned to support the IT teams operations and the students learning experience.
• Receiveand log IT support requests into the service desk ticketing system provide

MINIMUM QUALIFICATIONS AND SKILLS

• Completion or ongoing enrolment in a post-secondary program in computer science informationtechnology network administration or related field.

• Foundational knowledge of Microsoft operating systems common software applications and troubleshooting tools.

• Interest inor progress towardcertifications such as Microsoft CompTIA or network-related credentials.

• Familiarity with Device Manager Task Manager Reliability Monitor and similar interfaces.

• Basic knowledge of network infrastructure (routers switches access points cabling).

• Strong communication interpersonal and problem-solving skills.

• Ability to explain technical information patiently and clearly to non-technical users.

• Ability to work respectfully and collaboratively in a team environment.
• Reliability in meeting deadlines following procedures and fulfilling assigned responsibilities.

• Interest in contributing to a community-serving non-profit through technology support.

WORKING CONDITIONS

• Moderate mental effortrequiredto successfullyaccomplishthe essential job functions such as providing information resolving discrepancies responding to highly intensesituationsetc.

• Moderate physical effort isrequiredto successfullyaccomplishthe essential job functions such as keyboarding to word process documents dataentry.

• The ability tolift upto 50lbs occasionally.

• Prolong periods of sitting in front of a computermonitors.

**ELIGIBILITY REQUIREMENTS FOR CANADA SUMMER JOBS**

• Please do not apply if all these conditions are not met
• Be between 18 and 30 years of age
• Be a Canadian citizen permanent resident or person to whom refugee protection has been conferred under the Immigration and Refugee Protection Act for the duration of the employment
• Have a valid Social Insurance Number at the start of employment and be legally entitled to work in Canada in accordance with relevant provincial or territorial legislation and regulations
• Not a member of the Immediate Family of the Employer or a member of the Immediate Family of an officer or director of the Employer
• International students are not eligible participants
• For more information about Canada Summer Jobs: privacy is important to us. The information we collect is used solely for consideration for employment.
• We thank all candidates for their interest however only those candidates selected for an interview will be contacted. No phone calls please.
• Please visit ourCareerspage to see more job opportunities.

Required Experience:

IC