IT Technical Support Officer

IT technical support officers monitor and maintain the computer systems and networks of an organisation. They may install and configure computer systems, diagnose hardware and software faults and solve technical and applications problems.

SCOPE

The Information Technician reports to the Administrative Officer and provides hardware and software maintenance, training and consultation, and recommendations about future planning and development of resources. Providing these services in an effective and efficient manner will ensure maximum access to and implementation of technology services and resources.

Typical work activities

IT technical support officers are mainly responsible for the smooth running of computer systems and ensuring users get maximum benefits from them. Individual tasks vary depending on the size and structure of the organisation, but may include:

• Installing and configuring computer hardware operating systems and applications.
• Ensure technology is accessible and equipped with current hardware and software 
• Monitoring and maintaining computer systems and networks.
• Troubleshooting system and network problems and diagnosing and solving hardware or software faults.
• Replacing parts as required.
• Providing support, including procedural documentation and relevant reports.
• Following diagrams and written instructions to repair a fault or set up a system.
• Supporting the roll-out of new applications.
• Setting up new users' accounts and profiles and dealing with password issues.
• Responding within agreed time limits to call-outs.
• Working continuously on a task until completion (or referral to third parties, if appropriate).
• Prioritising and managing many open cases at one time.
• Testing and evaluating new technology.
• Conducting electrical safety checks on computer equipment.
• Maintain current and accurate inventory of technology hardware, software and resources
•  Monitor and maintain technology to ensure maximum access
• Make recommendations about purchase of technology resources
• Research current and potential resources and services
• Provide network access to all staff
• Install work stations
• Provide network accounts and passwords as required
• Monitor security of all technology
• Install and maintain Foolproof and passwords
• Input and maintain IP addresses
• Advise staff of security breach and/or change in password or security status
• Ensure installation of lock out programs
• Identify and prepare hardware for disposal when appropriate
• Ensure hardware is stripped and secured before disposal

KNOWLEDGE, SKILLS AND ABILITIES

Must have proficient knowledge in the following areas:

• Computer hardware and software systems and programs
• Computer networks, network administration and network installation
• Computer troubleshooting
• Computer viruses and security
• E-mail and internet programs

Must demonstrate the following skills:

• Ability to install and administer computer hardware, software and networks
• Team building skills
• Analytical and problem solving skills
• Decision making skills
• Effective verbal, presentation and listening
• Communications skills
• Effective written communications skills
• Computer skills including the ability to operate computerized accounting, spreadsheet, word-processing, graphics and website development programs at a highly proficient level
• Time management skills

WORKING CONDITIONS

Physical Demands

The Information Technician will have to spend long hours sitting and using office equipment and computers, which can cause muscle strain. The Information Technician will have to do some lifting of computer equipment, supplies and materials from time to time.

Environmental Conditions

The Information Technician may have to manage a number of projects at one time, and may be interrupted frequently to meet the needs and requests of clients. The Information Technician may find the environment to be busy, noisy and will need excellent organizational and time and stress management skills to complete the required tasks.

Sensory Demands

The municipal office may be noisy and busy making it difficult for the Information Technician to concentrate.

Mental Demands

The Information Technician deals with a very stressful environment as many of the clients are frustrated and require immediate services.

Salary
This is an unpaid position but it is a great opportunity to gain visibility.

Want to help? Send an email to rh@spacanada.org and titled: IT Technical Support Officer