Nature Conservancy of Canada

Purpose and General Description 

The NCC IT Department is recruiting for a Technical Support Coordinator to work in the Pacific time (PST) zone. This position will report to the Help Desk Supervisor and work with 2-3 other support coordinators across Canada. The Service Desk team is led by the Operations and Service Desk Manager. The Service Desk team supports 450-500 NCC users across Canada on business days from 8 A.M. EST to 8 P.M. EST. The Technical Support Coordinator is being hired to work 5 days a week (Monday - Friday) from noon to 8 P.M. EST (9 A.M. to 5 P.M. PST) This is a full-time permanent position that can be located anywhere in Canada. 

Duties and Responsibilities 

• Serve as the first point of IT contact for the organization’s internal customers
• Resolve customer issues to the best of their ability
• Escalate unresolved issues to upper levels of support
• Create and maintain user accounts in Active Directory and Azure Active Directory
• Provision software to endpoint devices
• Help to maintain the IT Asset Management database
• Support the organization’s mobile devices
• Maintain a knowledgebase of incidents and resolutions

Required Skills and Attributes 

• University degree related to area of responsibility
• At least 2 years experience working with in a Service Desk Environment
• Recognized ITSM certification such as ITIL Foundation OR
• College diploma (Computer and Business Technologies).
• Sound technical knowledge relative to accountabilities.
• TCP/IP troubleshooting
•  Windows troubleshooting
• Interpersonal skills to establish and maintain relations with others (NCC staff, peers within other organizations, consultants, contractors, agencies / organizations) and to resolve project-related complaints / disputes / issues.
• Communication skills (listening, writing, verbal) to provide clear direction to those involved in / working on the project; to ensure solid understanding of work requirements, work guidelines and to encourage and sustain consensus building to make decisions.
• Time Management / organization skills to identify priorities, re-arrange work if required to meet identified deadlines.
• Valid Ontario Drivers license and access to a reliable vehicle.

The following additional skills and abilities would be assets in these positions:

• NCC provide services in French and English and bilingual candidates are preferred, but not required.
• NCC is a heavy user of Microsoft 365 (email, SharePoint, OneDrive, Teams etc.) and 3 years of experience working in a 365 environment would be considered very advantageous. However, if the candidate has a strong networking background and good troubleshooting skills for remote employees, NCC will train the candidate on Microsoft 365.