FRAFCA IT Help Desk Specialist / Technician (Tier 1)

Position Overview

The FRAFCA IT Help Desk Specialist is the first point of contact for all FRAFCA employees and will provide timely support for all IT hardware and software related issues. The primary responsibility of an IT Help Desk professional is to ensure all our employees can effectively use technology and resolve any technical issues when they encounter them.

Why FRAFCA

• Opportunity to work alongside cultural knowledge keepers & Elders
• Holistic, culturally safe approaches to serving our clients and community
• Freedom to share and observe own cultural practices (i.e., smudging in the office)
• Access to WorkBC Employers Training grants and other bursaries for training & professional development
• Extended Health Benefits Package and Employee Assistance Plan after 3 months of continuous employment
• 10 paid sick/personal leave days annually
• Paid vacation days (up to 25 days based on years of service)
• Offices located along main transportation routes
• Main office near the Skytrain station
• On-site parking available

Network Overview

The network is a LAN/WAN combination with remote office locations connected via site-to-site VPN. The environment includes Microsoft Windows Azure 365, approximately 100 endpoints running Windows 11 Pro, with laptops being the majority of devices. Microsoft HyperV is used for accounting applications under Windows Server 2012.

Job Duties and Responsibilities

• End-User Support: Maintain the Help Desk Ticketing System, respond to support requests promptly via phone, email, Teams chat, or in-person. Assist with hardware/software issues, password resets, system access, and coordinate employee onboarding and offboarding with HR.
• Problem Identification and Resolution: Diagnose and resolve hardware and software problems, log and track support requests, and maintain a knowledge base.
• Hardware Maintenance: Install, configure, and maintain desktops, laptops, printers, and peripherals. Perform hardware upgrades as needed.
• Software Support: Assist with software installation, configuration, troubleshooting, and collaborate with vendors for advanced issues.
• Network Support: Troubleshoot wired and wireless connectivity issues, assist with VPN setup and connectivity problems.
• Documentation: Keep accurate records of support requests, resolutions, and inventory. Create and update user manuals and procedures.
• Security: Enforce IT security policies, maintain Endpoint Security and Patch Management systems, and manage security systems like FOB, alarms, and cameras.
• End-User Training: Provide basic training on software applications and IT security best practices.

Reporting Structure

Reports to the IT Manager and participates in regular technology meetings and updates.

Training

On-the-job training will be provided on current IT systems.

Qualifications & Competencies

High school diploma or equivalent; a bachelor's degree is a plus. Previous IT support experience is preferred.

IT Skills

Required: Strong knowledge of Windows OS, Office 365 (including SharePoint and Azure), Endpoint Security (Sentinel One), Patch Management (N-Able), Meraki devices, and cloud-hosted IP phones. Peripherals include LAN printers and switches.

Nice to have: Experience with Meraki WiFi, Aruba switches, SonicWall and Fortinet firewalls, cloud backups, hardware components, networking, and troubleshooting. Non-technical skills like communication, customer service, problem-solving, attention to detail, and time management are essential.

Working Conditions

Primarily office-based, with occasional on-site support at other locations. A driver's license is preferred.

We thank all applicants; only those selected for an interview will be contacted.

Applications are accepted on a rolling basis until a suitable candidate is found.

Preference may be given to Aboriginal applicants pursuant to S. 41 of the BC Human Rights Code.

We are committed to the Truth and Reconciliation Calls to Action. FRAFCA prioritizes employment for Indigenous peoples, and preference will be given to Indigenous applicants unless it would be discriminatory under the Canadian Human Rights Act.