IT Technician Tier 1
About The Position
Reporting to the IT Technician (Tier II), the IT Technician (Tier I) provides frontline technical support across The Society, ensuring reliable, secure, and accessible technology services for staff and programs. The role supports day-to-day IT operations including troubleshooting hardware, software, and network issues, deploying and maintaining devices, and managing user access. The IT Technician contributes to a responsive service environment by monitoring the IT ticketing system, documenting updates, and following established procedures to ensure consistent and timely support. This position also plays a key role in maintaining cybersecurity practices, supporting staff training, and ensuring systems uphold data sovereignty and organizational standards. Grounded in an understanding of systemic barriers, intergenerational impacts, and culturally informed practice, the IT Technician applies a service-oriented approach that reflects nłeʔkepmx and syilx values, supporting culturally safe and respectful interactions while strengthening organizational infrastructure.
Requirements
- Clear Criminal Record Check and Ministry of Child and Family Development Prior Contact Check required before commencement of employment
- Valid Class 5 BC driver’s license and acceptable driver’s abstract required
- Diploma or degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience
- Minimum one (1) year of experience in an IT support or technical service role
- Demonstrated experience supporting Windows, Apple, and Android devices
- Knowledge of common software applications and basic network environments
- Indigenous Knowledge: awareness of or willingness to learn nłeʔkepmx and syilx culture and language; understanding of the impacts of colonization, intergenerational trauma, and systemic barriers on Indigenous communities
- Critical Thinking: analytical and methodical approach to troubleshooting, problem solving, and decision making
- Business and Strategic Acumen: ability to align IT support with organizational goals and service delivery needs
- Communication: clear and professional communication with diverse audiences; ability to provide training and technical guidance
- Motivation: self-driven, dependable, and able to work independently and collaboratively in a fast-paced environment
- Time Management: strong organizational skills with the ability to prioritize, manage multiple tasks, and meet deadlines
- Conflict Resolution: ability to respond calmly and effectively to user concerns, resolving issues while maintaining positive working relationships
Nice To Haves
- Experience working with Indigenous communities, organizations, or service environments is an asset
- Understanding of or willingness to learn nłeʔkepmx and syilx culture, values, and protocols
Responsibilities
- Serve as the primary point of contact for Tier I IT requests, responding to support tickets in a timely manner
- Provide onsite and remote troubleshooting for hardware, software, and network issues
- Set up, configure, maintain, and deploy workstations, laptops, mobile devices, printers, and related equipment
- Create and manage user accounts, ensuring proper access levels and security compliance
- Monitor and maintain the IT ticketing system to ensure accurate documentation and resolution of issues
- Perform routine technical tasks such as system updates, patches, backups, and software installations
- Maintain accurate records of IT assets, inventory, and system configurations
- Support onboarding and offboarding processes, including equipment provisioning and recovery
- Provide training and guidance to staff on IT systems, cybersecurity awareness, and best practices
- Identify and escalate complex technical issues to Tier II support as required
- Assist with cybersecurity measures, including risk identification and incident response support
- Support disaster recovery activities, including backup verification and restoration processes
- Assist with tracking IT metrics, reporting, and operational data
- Support procurement processes, vendor coordination, and documentation for IT-related purchases
- Participate in team meetings, organizational initiatives, and ongoing professional development
- Ensure all IT practices align with FOIPPA, organizational privacy protocols, and OH&S requirements
- Promote culturally aligned practices by supporting nłeʔkepmx and syilx values, cultural learning, and community engagement
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
