IT Support Specialist

Do you have a heart for the vulnerable population? Would you like to use your skills and experience to make a difference? We are seeking an IT Support Specialist to join our Information Technology Team.

Reporting to the Manager, Information Technology, the IT Support Specialist serves as the primary point of contact for IT support requests and provides first-level technical support to internal clients. The Specialist must be able to prioritize incidents based on their impact on the organization and escalate calls to the appropriate next level.

The role will also provide administrative support to the team by assisting with documentation of processes and incidents as well as cataloguing inventory and assets. In addition, the position will also entail support in system maintenance and cloud-based platforms on an as-needed basis.

Employment Type: Full-time, Permanent
Schedule: Monday to Friday 8:00am to 4:00pm
Reporting to: IT Service Desk Administrator
Location: Saskatoon, SK
RFR#: 2333

MAJOR DUTIES AND RESPONSIBILITIES

• Receive and log calls into the service desk ticketing system, resolve the issue and validate with users that the incident has been resolved;


• Provide first-level troubleshooting and support for hardware, software, access, and network-related issues;


• Escalate unresolved or complex incidents to appropriate internal IT staff or vendors and follow through to resolution;


• Set up equipment for employee use, performing or ensuring proper installation of operating systems, software, and security tools;


• Support onboarding and offboarding processes including account setup, permissions management, device provisioning, and deactivation;


• Administer user accounts in Active Directory and Microsoft 365, including password resets and group membership updates;


• Assist in purchasing software, hardware, and IT supplies and maintain accurate inventory and asset records;


• Support monitoring, configuration, and maintenance of Windows operating systems and related services under supervision;


• Assist in implementing and supporting network security and access controls;


• Support system backups, archiving, and disaster recovery monitoring;


• Monitor daily performance of computer systems verifying integrity and availability;


• Provide support for cloud-based platforms such as Microsoft 365, SharePoint, Salesforce, and UKG;


• Assist in documentation of procedures and development of knowledge base materials;


• Proactively identify recurring technical issues and recommend improvements;


• Ensure new technologies or processes have appropriate documentation and support plans prior to deployment;


• Support a work environment that promotes The Mustard Seed’s statement of faith and values in customer service, quality, innovation, and teamwork.

MINIMUM QUALIFICATIONS AND SKILLS

• Completion of college program/courses in computer science, computer program or network administration and/or a combination of education and experience is required;


• Having or working towards certification in Microsoft products, servers, and network technology would be considered an asset;


• A minimum of two years’ relevant work experience;


• Demonstrate a high degree of knowledge of Microsoft operating systems and software as well as server backup software;


• Familiarity with how to use device manager, install devices, and troubleshoot drivers;


• Knowledge of the Task Manager, Reliability Monitor, and other troubleshooting interfaces;


• Have specialist knowledge of technical applications and a good understanding of operating systems, computers, and applications software;


• Familiarity with network infrastructure (I.E., routers, wireless access points, switches, and cabling);


• Experience with Azure and SharePoint environments. Experience in Salesforce considered an asset;


• Development and system administration experience desired;


• Excellent communication, interpersonal and critical thinking skills;


• Have patience and the ability to explain solutions in a clear and concise manner;


• Develop productive and respectful relationships with colleagues;


• Demonstrate team commitment by fulfilling commitment/duties and meeting deadlines;


• Recognize own strengths and abilities and ask for help as required;


• Proficiency in programming languages such as PHP and Python would be considered an asset.

ADDITIONAL REQUIREMENTS

• Ability to work on multiple projects concurrently and juggle multiple priorities.


• The ability to work outside regular business hours, including weekends.


• The ability to occasionally lift up-to 50lbs.


• This position requires the use of a company vehicle. Candidate must have and maintain valid driver’s licence and will need to consent to a driver’s abstract request.


• As The Mustard Seed is a Christian ministry, we require our employees to agree to respect and not detract from The Mustard Seed’s Employment Values during their employment at The Mustard Seed.


• We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.


• Must have legal authorization to work in Canada on a full-time basis for anyone other than current employer


• Please submit cover letter along with resume.

WORKING CONDITIONS

• Moderate to extreme mental effort required to successfully accomplish the essential job. functions such as providing information, resolving discrepancies, responding to highly intense situations etc.


• Moderate physical effort is required to successfully accomplish the essential job functions, such as keyboarding to word process documents, data entry.


• Prolong periods of sitting in front of computer monitors.
• This position will involve a mix of office-based work and remote flexibility, depending on the needs of the department and projects.


• Occasional travel may be required.


• Participate in disaster recovery activities, testing, and backup verification processes.

COMPENSATION & BENEFITS

• The Mustard Seed offers a competitive compensation package including 100% employer paid extended health and dental benefits for staff and dependents, matching RRSP after one year of service, and wellness days.


• All The Mustard Seed employees have access to the Employee and Family Assistance Program, which provides support for maintaining a healthy work-life balance, addressing mental health concerns, and focusing on personal development in various areas.

NOTE

• Your privacy is important to us. The information we collect is used solely for consideration for employment.


• We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.


• We thank all candidates for their interest, however, only those candidates selected for an interview will be contacted. The Mustard Seed reserves the right to amend job advertisements. No phone calls please.


• Please visit our Careers page to see more job opportunities.