| Description |
IMPORTANT: This Advertiser has requested that applicants MUST be National Residents / Valid Work Permit-holders. Other applicants need not apply.
The Nature Conservancy of Canada (NCC) is a private, non-profit organization that prides itself on its entrepreneurial, science-based approach to achieving conservation success through direct action. Since 1962, NCC and its supporters have protected more than 2.6 million acres (1 million hectares) of ecologically significant land across Canada. NCC has experienced dramatic growth in recent years, and is now listed as the 13th largest non-profit organization in Canada, with a national office in Toronto and seven regional offices across the country.
Purpose and General Description:
The Information Technology Department of NCC manages the technology and computer infrastructure that drives the organizations business systems. The IT department manages a network infrastructure that supports 12 regional offices across Canada.
The Helpdesk support provides the First level of support to end users on a variety of issues; Responds to telephone calls, emails, and personnel requests for technical support; and identifies, researches, and resolves technical problems. The helpdesk tracks and monitors the problems to insure a timely resolution and escalates issues to second level support team when required. This candidate should have knowledge of commonly-used concepts, practices, and procedures within a particular field.
Duties and Responsibilities:
- Provide first level IT technical support via telephone /email or in person to local as well all regional offices and remote users, including, but not limited to, desktop and laptop hardware, business productivity software, mobile wireless devices, phone-system administration, network & Internet connectivity.
- Provide first level IT consultation via telephone / email for all technology-related questions, including, but not limited to, use of applications, Internet assistance, NCC IT policy and procedures, NCC hardware and software orders.
- Diagnose issues with computer hardware, software and peripherals, and escalate the repair to the appropriate second-level support team.
- Keep up-to-date documentation of support procedures, technical contacts, knowledge-base solutions, etc
- Order and track supplies required by technical staff to support users.
- Perform helpdesk-specific administrative duties, including processing standardized end-user hardware-software order forms, tracking and coding IT invoices, maintain vendor relationships, etc.
- Maintain clear lines of communication with regional offices and staff regarding network issues, maintenance schedules, downtime, and anything else that may impact end-users specific to IT.
- Create statistical analysis reports of problems and trends
- The Nature Conservancy of Canada is a National organization with offices in both the East coast and West coast. The helpdesk coverage is from8amto8pmand this position will require shift work to handle these hours of support.
Required Skills and Attributes:
- Excellent communication skills, both oral and written. (Bilingual is an asset)
- Strong time-management, multi-tasking, prioritizing and organizational skills an absolute must.
- Solid understanding of local area- and wide area- network principles, including experience troubleshooting network-based issues.
- Solid understanding of desktop and laptop hardware, including configuration, troubleshooting, and maintenance of peripheral devices such as Printers, Multifunction printing devices, wireless devices, tablets, Blackberries, and so forth.
- Hands-on experience using and supporting Microsoft Office 2003, 2007, 2010 and 2013 applications (Outlook, Word, Excel, PowerPoint, etc.)
- Hands-on experience using file transfer protocols including but not limited to FTP, SFTP, WebDav, etc..
- Hands-on experience with anti-virus, anti-malware, and anti-spam technologies and solutions.
- Conceptual understanding and hands-on experience configuring and troubleshooting Microsoft Windows XP, Vista, 7 and 8 as well 8.1 operating systems
- Conceptual understanding and hands-on experience with Microsoft Active Directory, Microsoft Exchange & Windows permissions & security.
- Conceptual understanding and hands-on experience with Microsoft Terminal Services / Remote Desktop Services, and Citrix is a major asset.
- Experience with Avaya IP Office, Nortel PBX system or any phone system is an asset.
- Experience with Helpdesk incident management software and Microsoft SharePoint Services are assets
- Experience with providing technical support over the phones, email as well remotely using remote shadowing applications.
- Certified in CompTIA A+, CompTIA Network+
- Additional certifications considered as assets for the position: CompTIA Security+, Microsoft Certified Professional (MCP), Microsoft Certified Desktop Support Technician (MCDST), Microsoft Certified IT Professional (MCITP): Enterprise Support Technician, ITIL
- Ability to work in shift morning, afternoon, evening and rotational weekend from 8 am to 8 pm.
To Apply:
If you have a keen interest in nature and conservation and are interested in joining our team, please forward your resume and cover letter, by April 21st 2014 via e-mail to careers@natureconservancy.ca. Please indicate "Coordinator Technical Support" in the subject line.
We thank everyone who applies for their interest in the Nature Conservancy of Canada; however only candidates selected for an interview will be contacted.
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