IT Technician

American Indian College Fund•Quinte West, ON

41d•Hybrid

About The Position

The American Indian College Fund has been the nation’s largest charity supporting Native higher education for 35 years. The College Fund places its mission at the core of everything we do and how we do it. We are focused on creating and improving opportunity for Native individuals and communities who need it most, with a vison is for healthy, self-sufficient, and educated American Indian and Alaskan Native people. We are committed to transparency and accountability. We are a proud Top Places to work awardee with a continued eagerness to provide the best for our teams that do the work on advancing our mission and impact. The College Fund is looking for an experienced IT Technician who will support the Information Technology team to provide technical support, system administration, and escalate troubleshooting for both onsite and remote workforce across various time zones.  Professional communication skills, the ability and desire to take initiative, experience with network security, LAN/VPN connectivity, and foundational cybersecurity principles, and an outward mindset for supporting others are essential to supporting this department. You will be joining a team of 2. The work environment is both dynamic and fast-paced; and the organizational culture is one that focuses on accountability, teamwork, and a strong passion for our mission. This position will have the opportunity to work with individuals across the organization, along with other business partners of the College Fund. This role reports to the Manager of Information Technology. This is a hybrid position located at our Denver, CO office.

Requirements

6+ years of progressively responsible Information Technology support experience, including escalation troubleshooting and administration of endpoint and identity tools
CompTIA A+ and Network+ (or equivalent experience); Security+ preferred
Strong knowledge of computer systems, mobile devices, and endpoint management platforms
Demonstrated strength in rapid troubleshooting, diagnosing and resolving client issues, and leading complex incident resolution through root cause and corrective actions.
Excellent communication and interpersonal skills with both technical and nontechnical users; ability to translate technical risk and options to stakeholders
Excellent problem-solving skills and patience with sometimes frustrated users; strong prioritization and time management in a multi-ticket environment
Experience using and troubleshooting Microsoft Office/Office 365 products, including admin-level troubleshooting (Exchange/Teams/SharePoint basics)
Strong internet research skills and ability to interpret vendor documentation, logs, and error codes
Experience configuring, maintaining, and troubleshooting printers and related network print services
Knowledge of Windows Active Directory domains and Azure Intune, and experience with identity/access administration (groups, policies, conditional access concepts)
Experience working with and training users to use cloud-based phone services and ability to administer call flows and support integrations as needed
Commitment to ensuring and maintaining computer and network security, including secure configuration, patching, and incident response participation

Nice To Haves

Associate’s degree in computer science or relevant field
Experience working with tribal communities and knowledge of Indigenous culture

Responsibilities

Provide Tier 3 support for complex hardware, software, identity, network, and endpoint issues, serving as an escalation point for Tier 1/2 technicians. Diagnose and resolve complex problems using logs, monitoring, and root cause analysis; document findings and implement permanent fixes.
Install, configure, upgrade, image, repair, and maintain laptops, peripherals, printers, and conferencing equipment; manage standard builds, configuration baselines, deployments, and recurring hardware issues, including warranty and RMA coordination.
Support the deployment of new software and enterprise applications across PC, Mac, and mobile devices using Azure Intune, Apple Business, and Google Workspace; manage application catalogs, update cadence, compliance reporting, and remediation.
Administer user accounts and access across Active Directory, Office 365, RingCentral, Adobe, Zoom, Monday.com, 1Password, Apple Business, and Google Workspace; provision and deprovision access for employees in alignment with security controls and least‑privilege practices.
Maintain accurate IT documentation, knowledge base content, and asset inventory, including lifecycle planning, ordering, recycling, vendor coordination, SLA tracking, budgeting inputs, and renewals.
Ensure data security through MFA enforcement, conditional access, cybersecurity monitoring in Darktrace, and incident response; educate users on phishing and secure practices in partnership with the IT Manager.
Communicate clearly with stakeholders regarding incidents, outages, maintenance, and system updates; translate technical issues for non‑technical audiences.
Participate in onboarding and training for employees and mentor Tier 1/2 staff; stay current on emerging technologies and contribute to infrastructure improvements, migrations, automation, and standardization initiatives.