Position Title: IT Technician Hours of Work: Flexible (40 hours per week) Monday-Friday Location: Golf Links Location Appointment: Full Time The IT Technician is responsible for providing day-to-day technical support and maintaining the organization's information technology systems, equipment, software, and related infrastructure. The IT Technician provides timely and effective technical assistance to employees, supports the implementation and maintenance of technology systems, troubleshoots hardware and software issues, and assists in maintaining the security, reliability, and availability of organizational technology. The position works collaboratively with employees, managers, external IT service providers, and vendors to ensure technology supports the organization's operational and program needs.

The IT Technician is expected to provide service in a professional, respectful, confidential, and culturally responsive manner consistent with the organization's Mission, Vision, Values, and commitment to Indigenous communities.

Technical Support

Provide first-level technical support to employees for hardware, software, network, email, telephone, and other technology-related issues. Respond to IT service requests in a timely and professional manner. Diagnose and resolve computer, laptop, monitor, printer, scanner, telephone, and peripheral equipment problems.

Troubleshoot

Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and related applications. Assist employees with password resets, account access, multi-factor authentication, and other access issues. Provide technical assistance both remotely and in person.

Escalate complex technical issues to external IT providers or appropriate vendors when required. Maintain records of IT support requests, recurring issues, and resolutions. Maintain an accurate inventory of organizational IT equipment.

Configure, deploy, maintain, repair, and replace computers and other technology equipment. Coordinate equipment repairs, warranties, and service calls. Recommend replacement of obsolete, damaged, or unsupported equipment.

User Accounts and Access Create and maintain employee user accounts in accordance with organizational procedures. Assist with maintaining appropriate access permissions. Support password and multi-factor authentication requirements.

Network and Systems Support Assist with maintaining organizational network and internet connectivity. Monitor and troubleshoot Wi‑Fi and network‑related issues. Assist with the maintenance of routers, switches, firewalls, servers, access points, and related infrastructure, as applicable.

Coordinate with external IT providers regarding network and infrastructure issues. Monitor system performance and identify recurring or potential technology concerns. Maintain documentation relating to the organization's IT infrastructure.

Cybersecurity and Data Protection Support organizational cybersecurity practices and procedures. Assist employees with phishing, suspicious email, malware, and other security concerns.



Ensure computers and supported technology are appropriately updated and patched.

Assist with maintaining secure access to organizational systems. Follow organizational privacy, confidentiality, information security, and records‑management requirements. Immediately escalation suspected security breaches or significant technology incidents to the appropriate person.

Software and Licensing Install and maintain approved software and applications. Maintain records of software licences and subscriptions. Ensure software is appropriately licensed and supported. Assist with software upgrades and system implementations.

Evaluate technology needs and make recommendations regarding software and applications. New Employee and Employee Departure Support Prepare computers, accounts, email, telephones, software, and other technology for new employees. Provide basic technology orientation and assistance to new employees.

Transfer or preserve electronic information as directed and in accordance with organizational policies. Backup and Recovery Support Assist with monitoring organizational backup systems. Assist with data restoration when authorized.

Participate in testing and reviewing technology-related continuity and recovery processes. Vendor and Service Provider Coordination Communicate with external IT service providers and technology vendors. Open and monitor service tickets.

Follow up on outstanding technical issues. Coordinate equipment repairs and warranty claims. Assist with obtaining quotations and technical information for technology purchases. Maintain records of vendor contacts, service agreements, warranties, and support information.

IT Policies and Procedures Follow and support organizational IT, privacy, cybersecurity, confidentiality, and acceptable-use policies. Assist in developing and updating IT procedures and technical documentation. Identify gaps or risks in existing IT procedures and make recommendations to management.

Training and Employee Support Provide basic technology training and guidance to employees. Assist employees in using organizational technology effectively. Promote good cybersecurity and technology practices throughout the organization.

Support employees with technology-related accessibility needs where appropriate. Projects and Continuous Improvement Participate in IT projects, system upgrades, technology implementations, and organizational technology initiatives. Research technology solutions that may improve organizational efficiency and service delivery.

Assist with the implementation and testing of new technology. Identify recurring IT issues and recommend solutions to reduce disruptions. Participate in staff meetings, training, and career development as required.





Provide support during technology emergencies or significant system disruptions. Post‑secondary education in Information Technology, Computer Science, Systems Administration, or a related field is preferred. Equivalent education, training, and relevant experience may be considered.

Previous experience providing IT technical support in an organizational environment.

Experience troubleshooting hardware, software, network, and connectivity issues.

Experience supporting Microsoft 365 and related applications.

Experience with user account administration and access management.

Experience working with external IT service providers and vendors is an asset.

Experience working in a non‑profit, community-based, or Indigenous organization is an asset. Knowledge of computer hardware, software, operating systems, and peripherals. Knowledge of Microsoft 365 applications.

Understanding of basic networking and connectivity. Understanding of cybersecurity and information‑security principles. Ability to explain technical information clearly to individuals with varying levels of technical knowledge.

Ability to prioritize multiple requests and respond appropriately to urgent issues. Ability to document technical issues and procedures accurately. Ability to establish positive working relationships with employees, managers, vendors, and service providers.

Commitment to respectful and culturally responsive service.

Key Performance Areas

Performance in this position may be evaluated based on: Timely and effective resolution of IT support requests. Accurate equipment and software inventory. Effective user account and access management. Adherence to cybersecurity and privacy requirements. Quality and accuracy of IT documentation. Effective vendor and service‑provider coordination. Employee satisfaction with IT support. Successful completion of assigned IT projects.

Experience working in an Indigenous organization. Primarily office‑based with travel between organizational locations as required. May require working at multiple organizational sites. May involve occasional lifting, carrying, and moving of computer equipment and other technology.

Extended periods of computer and screen use. Sitting and working at a computer workstation. Occasional work in areas containing network and technical equipment. Must be willing to work flexible hours of work (40 hrs/wk) Must have a valid Ontario Class “G” Driver’s license, use of an automobile and appropriate insurance coverage is required The IT Technician has access to confidential organizational, employee, client, financial, and system information.

The incumbent is responsible for maintaining strict confidentiality and ensuring information is accessed, used, stored, and disclosed only in accordance with organizational policies, applicable legislation, and authorized business requirements.

Beendigen Anishinabe

Women's Crisis Home and Family Healing Agencywelcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. #

📌 IT Helpdesk Technician (Remote) (Ontario)
🏢 Socket.dev
📍 Ontario