Job Title

IT Support Technician

Reports To

Manager, Accounting and Finance

Saulteau First Nations Mission

We strive to be the Best Governed Nation, one that is proud, culturally strong, and self-sufficient.  As stewards of the land, we will ensure that the best sustainable practices are followed, now and in the future.  We remain proudly determined. 

Job Purpose

The IT Support Technician position provides technical assistance and advice to employees as the initial point of contact for Saulteau First Nations (SFN) employees service and technology requests. The IT Support Technician provides internal IT support, including troubleshooting on technical issues, installing, testing, implementing, monitoring and documenting computer and network related hardware and software systems in coordination and cooperation with the external IT service provider.  IT support is provided in person, and through remote access.      

Duties and Responsibilities

• Installs, configures, and manages software according to specifications.
• Maintains accurate hardware and software inventory controls and documentation.
• Creates new user profiles and adds users to distribution groups and drives.
• Performs installation and setup of new office workstations, including installation of PC Hardware, monitors, keyboards and mouses.
• Links new computers to the drive and to printers.
• Develops and maintains internal network, email distribution groups and network drives.
• Creates new user profiles and adds users to distribution groups and drives.
• Ensures security and privacy of networks and computer systems.
• Troubleshoots to identify and resolve problems in a timely manner.
• Maintains records / logs of all repairs and fixes.
• Identifies computer or network equipment shortages, or efficiencies and place orders upon approval when necessary.
• Maintains a complete log of all expenses.
• Assists in training, development and education for new software and hardware; develops relevant training materials.
• Researches and provides new technology solutions as directed.
• Schedules audits of software, hardware, network, and security technology.
• Acts as an ambassador and positive role model as a representative of SFN.
• Configures and supports audiovisual equipment in SFN facilities as required.
• Works with subcontractors, vendors and external resources on technology solutions and repairs.
• Performs other operational and departmental project work as required.

Required Qualifications and Experience

• Grade 12 supplemented by a college or polytechnic institute diploma in information technology or related discipline.
• Two years of professional computer and application experience, systems engineering, programming, or operations experience.
• Prior IT help desk work experience.
• Suitable Criminal Records Check
• Valid driver’s licence and use of reliable vehicle for work-related duties.
• Experience in solving complex technical problems.
• Experience with file servers, printers, scanners, wireless and multi function devices, audio/visual equipment, security systems, and network connectivity

Additional beneficial experiences and certifications include:

• Help desk software experience (Zendesk, Freshdesk, Samange.)
• CompTIA, A+, Network+, Cisco and Microsoft certifications
• Telecommunication technology experience (VoIP, IP, Ethernet, LAN/WAN).
• Computer imaging software experience (Clonezilla, IBM BigFix).
• Remote access software experience (TeamViewer, GoToMyPC, LogMeIn).

Required Knowledge, Skills, and Abilities

• Strong communication and interpersonal skills including ability to communicate technical information to non-technical personnel in all levels of SFN
• Well organized with ability to multi-task and prioritize workload.
• Ability to exercise a high level of moral judgment, ethics and personal integrity while handling confidential information.
• Ability to prepare and conduct presentations.
• Demonstrates attention to detail in all areas of work.

Work Conditions

• Travel will be required within SFN office buildings and surrounding community.
• Manual dexterity required to use desktop computer and peripherals.
• Work is performed primarily in the office with hours of work 8:00 a.m. to 4:30 p.m. Monday through Thursdays.
• Occasional overtime as authorized.
• Lifting or moving up to 50 lbs may be required.