Reporting to the Manager of Information Systems, the Information Systems Technician is responsible for providing hardware and software tier one technical support for a wide range of systems and applications at the Halton Children’s Aid Society (Halton CAS).

Main duties and responsibilities include, but are not limited to:

Tier One IS Support

• Provides tier one technical support and issue resolution for help desk and systems administration to end users of the agency’s Information Systems and equipment including response to helpdesk emails/phone calls, troubleshooting  and problem solving basic issues and queries
• Prioritizes reported information systems issues according to urgency and level of severity; adjusts priorities as issues arise
• Escalates difficult or unusual issues to the IT Infrastructure and Security Analyst or Manager of Information Systems
• Maintains a log on all technical support calls
• Maintains and supports various network devices and peripherals such as telephones, copiers, computers, fax and printers (switches, firewall)
• Sets up new users’ IS equipment (i.e. computer equipment, cables, phones, etc.)
• Configures laptops for use and repair; returns laptops to be redeployed
• Sets up IS equipment for meeting rooms (i.e. extension cords, power cords, network cables, conference phone, etc.)
• Conducts new worker orientation on usage of computer, basic software and other IS equipment as required
• Advises internal and external users of system advisories, as required.

IS Technical Services

• Maintains and updates computer equipment inventory in spreadsheets including hardware, software, smart phones, laptops, desktops and phones
• Performs software installation and repair
• Assists in maintaining and enforcing security protocols for the agency’s Information Systems
• Assists in maintaining the agency’s TEAMS telephone system and building security system for user management and technical support
• Performs basic network security tasks including backup protocols
• Assists with the implementation and tracks various hardware and software upgrades including smart phones and computers
• Assists in the preparation of proper instructional manuals, templates and other customized applications as required
• Maintains and recommends orders for basic computer equipment supplies.

Relationship Management

• Demonstrates behaviours, actions and attitudes that  are consistent with Halton CAS’s vision, mission and values
• Ensures effective and professional communications with all internal/external contacts
• Develops and maintains collaborative relationships at all levels of the organization in order to build trust and confidence in the services provided
• Establishes positive relationships with key stakeholders such as with Ministry or Supplier contacts; shares information according to privacy and/or confidentiality guidelines
• Ensures appropriate communication with appropriate manager at appropriate time
• Respects ethnic, spiritual, linguistic, familial and cultural differences.

Team Building

• Develops professional working relationships with team members
• Works respectfully, positively and collaboratively within a team environment sharing experiences and lessons learned
• Actively participates and engages in team and staff meetings, training sessions and other meetings/sessions as required
• Supports the team and works with team members to ensure department needs are met including absence coverage.

Other Related Activities

• Ensures own expenditures adhere to Halton CAS policies
• Knows and adheres to all applicable Halton CAS policies, procedures and relevant administrative practices
• Strives to meet or exceed all accountabilities and achieve continuous quality improvement and excellence in all activities and outcomes
• Participates in mandatory learning/education to maintain and update skills and knowledge whenever deemed necessary
• Implements new procedures and controls deemed necessary by management
• Assists in the training and orientation of peers
• Works in compliance with the provisions of the Occupational Health and Safety Act of Ontario and the regulations
• Participates on internal and/or external committees as required
• Participates in special projects and performs other duties as required.

Knowledge, Education, Experience, Skills and Attributes

Qualifications

• College diploma in a computer related field
• Minimum 1 to 2 years’ experience on helpdesk or similar technical services support role with PC and laptop trouble shooting experience
• Solid knowledge of tier one troubleshooting in a variety of CAS-specific applications including Microsoft standard applications, firewalls and networks
• Solid knowledge of hardware configurations, maintenance and troubleshooting
• Solid technical knowledge of MDM (Pixel/iPhones) and remote access.
• Valid Driver’s License and access to a reliable motor vehicle with appropriate business class liability insurance is required
• A satisfactory Police Records Check is required

General Skills and Attributes

• Advanced ability to use MS Office 365 and to direct and guide others on usage of the applications
• Solid customer service skills
• Good written, oral communication and interpersonal skills providing constructive, meaningful and timely interaction with all levels of staff
• Ability to think analytically with attention to detail in the presence of frequent interruptions
• Good understanding and commitment to quality service and best practice
• Good ability to analyze information, problem-solve and make good recommendations to resolve issues
• Self-directed with a good ability to organize, plan, prioritize and multi-task
• Accountable for own actions and decisions, making decisions within the scope of the position and referring issues/problems/events to the manager as required
• Flexible, adaptable and responsive to change
• Ability to deal with highly sensitive and personal information in a confidential manner
• Detail-oriented
• Acts with integrity, trustworthiness, humility, transparency and compassion
• Ability to work with and meet tight timelines.

Application Process

Halton CAS has a vaccination policy and procedure in place.  As a condition of employment, new employees are required to be vaccinated for COVID-19 unless they have a valid reason not to be vaccinated based on a protected ground under the Ontario Human Rights Code.

The successful candidate will be made an offer of employment on the condition of being fully vaccinated against COVID-19. Fully vaccinated is defined as having received all of the required doses of a Health Canada approved vaccine and having received the final dose at least 14 days before your employment start date.  The candidate will be asked to provide Halton CAS with proof of full vaccination, prior to the candidate’s employment start date. Acceptable proof includes an Ontario Ministry of Health COVID-19 vaccine receipt which you can obtain through the Provincial portal https://covid19.ontariohealth.ca/, or other government-issued vaccine passport or certification.

As described above, the requirement to be fully vaccinated is subject to the Ontario Human Rights Code. If the candidate is unable to receive the COVID-19 vaccine for a reason protected by the Code, requests for accommodation from the vaccine policy will be assessed on a case by case basis and will be subject to Halton CAS’ accommodation process.

The Halton Children’s Aid Society is an equal opportunity employer.

The Halton Children’s Aid Society is committed to fostering an inclusive, accessible environment where all employees and members of the public are respected. We are dedicated to building a workforce that reflects the diversity of the communities we serve.

We thank all applicants for their interest in the Halton Children’s Aid Society, we will only contact those selected for an interview. All interviewed candidates will be asked to provide a minimum of two supervisory references.

We are committed to a selection process and work environment that is inclusive and barrier free.  Accommodation will be provided in accordance with the Ontario Human Rights Code.  Applicants need to make any accommodation requests for the interview or selection process known in advance by contacting the Human Resources Department at 905-333-4441 ext. 0574.  Human Resources will work with the applicant and the interview committee to arrange reasonable and appropriate accommodation for the selection process which will enable you to be assessed in a fair and equitable manner.