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Coordinator, Technical Support


Position: Coordinator, Technical Support     
Reports to: Director, Technology Services 
Department: Business Solutions and Information Technology
Location: Vancouver, BC 
Status: Permanent; Full-time

The Heart and Stroke Foundation 

Life. We don’t want you to miss it.™ Saving moments. Funding breakthroughs. Saving lives.™

That’s why Heart & Stroke leads the fight against heart disease and stroke. Powered by donors and volunteers, we fund life-saving research and help Canadians lead healthier lives.

Heart & Stroke is a health charity active in communities across the country. We are sustained by the commitment and generosity of more than 100,000 volunteers and more than 1.4 million donors.

The opportunity

We are seeking a dedicated, flexible, and organized professional for the role of Coordinator, Technical Support in our BC Provincial Office. The Coordinator, Technical Support is primarily responsible for providing infrastructure and technical support nationally to Heart and Stroke Foundation staff and volunteers. This position is also responsible for prioritizing, resolving, stewarding, and/or escalating technical, application, and database related support issues.

Key responsibilities 

Service Desk

  • Triage and prioritize support tickets based on pre-determined service level and/or operational agreements
  • Investigate, solve and/or determine mediations  for incidents (technical, applications, database) where possible 
  • Provide support for access right requests and other general requests based on pre-determined procedures
  • Escalate issues to specialized teams (technical, application, database, vendors and/or business partner teams), and inform necessary Executives of major issues in a timely manner
  • Provide excellent customer service; including stewarding all customers (internal or external) on support tickets from start to close
  • Use support tracking tools to maintain standards for response time and resolution

Infrastructure and Technical Support

  • Maintain standards and policy for appropriate use of HSF computer related resources and equipment
  • Act as liaison with local third party personnel/vendors when required
  • For Servers and Server Applications:
    • Monitor and maintain local servers and related equipment for certain provinces
    • Monitor and maintain scheduled backups for certain provinces
    • Create, manage, backup, and delete accounts for MS Office365 Exchange administration
    • Monitor and use backup software to recover user files and virtual servers
    • Manage AD DS by keeping objects and directory clean, create/delete security groups and users
    • Use group policy for administration and controlling of AD objects
    • Install and monitor remote access applications and grant access to approved staff and volunteers
  • For Hardware:
    • Troubleshoot desktop, notebook, and other related hardware (ie: printers, routers) issues
    • Repair/replace damaged or broken equipment
    • Create and apply standard images as required
  • For Desktop Operating System and Networking:
    • Install/Configure latest Win or Mac OS
    • Provide support for various versions of OS
    • Provide support for various methods of remote access
  • For Desktop Applications:
    • Create/Install approved applications as required
    • Provide support for all versions of Microsoft Office Suite (including Office365)
    • Provide support for various browsers
  • For Telecommunications:
    • Manage phone extensions using Mitel (add, delete, create virtual/physical, change display)
    • Provide training for end users
  • For Mobile Devices:
    • Provide support for various types of mobile devices; laptops, tablets, mobile phones, and related equipment
    • Work with vendors to troubleshoot and assist with the management of HSF mobile phones when broken/damaged or provisioning issues for activation on our network
    • Provide wireless support and troubleshooting
  • For Web/Collaborative:
    • Provide support for GoToMeeting, GoToWebinar and StarLeaf sessions when required
    • Help with troubleshooting other conferencing tools (ie: Skype, Mitel conference phones, webcams) 

Documentation and Administration

  • Maintain service catalogue, workaround library, access rights documentation and other technology support documentation/reports on an ongoing basis
  • Create and maintain end user training materials for common and/or known issues
  • Assist with office facility setups and office moves as required
  • Assist Director, Technology Services with projects where necessary
Qualifications 

Education and Skills

  • Bachelor’s Degree or Diploma in Computer Science, Information Technology, Technology Management or related field
  • Any MCP, MCSD, MCSE and/or ITIL certifications would be an asset
  • 3+ year experience with customer service and/or technology support/help desk related role
  • Extensive knowledge of Microsoft Windows and Office Suites
  • Solid server maintenance and backup application experience 
  • Analytical and problem-solving abilities
  •  Customer service oriented
  • Good technical skills and willingness to learn
  • Must be self-starting
  • Team-oriented and contribute to the achievement of departmental goals/objectives
  • Exceptional communication skills, both oral and written
  • Flexible, result-oriented, driven, and responsive
  • Highly organized and with good time management skills
  • Ability to exercise a high level of sensitivity and tact
  • Flexible with working hours and ability to adjust to various time zones
  • Ability to work, manage, and support from various locations if necessary
Applying

If you have the qualifications and share our passion for our mission, we invite you to forward your resume and cover letter to careers@hsf.ab.ca immediately. Please include the reference number CTS2017BC and your name (first and last) in the subject line of your email. This posting will remain open until a suitable candidate is found. 

We offer comprehensive benefits including pension, dental and medical coverage.

We thank all applicants for their interest however, due to volume, we can only contact those selected for interviews.

Candidates from diverse groups are encouraged to apply. We are committed to fostering an inclusive, barrier-free and accessible environment. If you have been contacted for an interview and require an accommodation due to disability to participate in the recruitment and selection process, please advise and we will work with you to meet your needs.

Learn more and get involved with Heart and Stroke at www.heartandstroke.ca

™Life. We don’t want you to miss it., Saving moments. Funding breakthroughs. Saving lives., and the heart and / Icon on its own or followed by another icon or words in English are trademarks of the Heart and Stroke Foundation of Canada.