IT Specialist

Position Responsibilities

The IT Specialist is responsible for providing technical support and ensuring the smooth operation of IT systems and infrastructure within the agency. In addition to routine IT support, the role includes access to confidential information and providing support services for key organizational functions. This includes participating in investigations alongside the Human Resources Manager, and offering technical support to the Board of Directors, Executive Director and Senior Staff.

The IT Specialist oversees the agency’s technology infrastructure, ensuring the secure management of communications and data while upholding confidentiality at all times. This role includes utilizing a support ticketing system to efficiently track, prioritize, and resolve technical support requests, as well as managing agency technology projects. Key responsibilities encompass the management of both cloud and on-premise infrastructure, in addition to diagnosing and resolving hardware, software, and other technical issues.

The position involves the day-to-day management of network infrastructure, including printers, switches, firewalls, and cloud solutions. Additional duties include configuring and deploying new devices, upgrading existing systems, assisting with backup and restoration processes, and managing user accounts with multi‑factor authentication to ensure secure access.

• Diploma in Information Technology or related field
• 2 to 3 years related experience
• 1-2 years related experience preferably in a unionized setting
• Valid Ontario driver’s License and access to a reliable vehicle
• Working knowledge of mobile device management (MDM) platforms, Veeam Backup, multi‑factor authentication and cloud‑based solutions like Microsoft 365 and Azure considered a strong asset
• Working knowledge of general office equipment such as fax, photocopier and phone systems
• Excellent communication, organizational and time management skills

• SUPPORTS NETWORK INFRASTRUCTURE AND STAFF BY:
  Manage daily technical support for staff, ensuring timely resolution of hardware, software, and network‑related issues, while escalating major issues as needed.
• Manage and safeguard access to confidential and sensitive information, ensuring compliance with security protocols and maintaining strict data privacy standards across all IT systems and user accounts.
• Ensure confidentiality of any information regarding investigations, employee records, and organizational strategies shared with senior leadership or external stakeholders.
• Administer the day‑to‑day operations of the support ticketing system, tracking and prioritizing requests and ongoing projects, ensuring efficient workflows.
• Oversee the installation, configuration, and upgrade of computer systems and applications for end‑users, ensuring smooth operations and addressing any user concerns.
• Maintain the network infrastructure, including printers, switches, firewalls, and cloud‑based solutions, performing regular updates and maintenance.
• Ensure the backup and restoration processes are executed regularly, maintaining data integrity and system availability – including performing regular test restorations of confidential agency data.
• Provide secure access to IT systems and data for authorized personnel while ensuring data protection and compliance with relevant privacy regulations including multi‑factor authentication, and maintaining strict confidentiality in managing privileged accounts and sensitive information.
• Enforce best practices in IT support and network management, focusing on day‑to‑day operational security and efficiency.
• Maintain comprehensive and up‑to‑date documentation for IT processes, procedures, and troubleshooting guides for staff reference.
• Deliver training and support to staff on technology usage and new software, fostering effective use of organizational tools.
• Assist the Board of Directors, Directors and senior staff with any IT related needs, including system access, technical support, and data retrieval for decision‑making or strategic planning purposes.
• Work closely with HR, Finance and other departments to ensure IT…