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- Tasks: Provide IT support and resolve technical issues for FRAFCA employees.
- Company: FRAFCA is dedicated to serving the community with cultural sensitivity and holistic approaches.
- Benefits: Enjoy remote work options, extended health benefits, and up to 25 paid vacation days.
- Why this job: Join a supportive team that values cultural practices and offers professional development opportunities.
- Qualifications: High school diploma required; IT support experience and strong Windows OS knowledge preferred.
- Other info: Preference for Indigenous applicants as part of our commitment to Truth and Reconciliation.
The predicted salary is between 24000 - 36000 £ per year.
The FRAFCA IT Help Desk Specialist is the first point of contact for all FRAFCA employees and will provide timely support for all IT hardware and software related issues. The primary responsibility of an IT Help Desk professional is to ensure all our employees can effectively use technology and resolve any technical issues when they encounter them.
Why FRAFCA
- Opportunity to work alongside cultural knowledge keepers & Elders
- Holistic, culturally safe approaches to serving our clients and community
- Freedom to share and observe own cultural practices (i.e., smudging in the office)
- Access to WorkBC Employers Training grants and other bursaries for training & professional development
- Extended Health Benefits Package and Employee Assistance Plan after 3 months of continuous employment
- 10 paid sick/personal leave days annually
- Paid vacation days (up to 25 days based on years of service)
- Offices located along main transportation routes
- Main office near the Skytrain station
- On-site parking available
Network Overview
The network is a LAN/WAN combination with remote office locations connected via site-to-site VPN. The environment includes Microsoft Windows Azure 365, approximately 100 endpoints running Windows 11 Pro, with laptops being the majority of devices. Microsoft HyperV is used for accounting applications under Windows Server 2012.
Job Duties and Responsibilities
- End-User Support: Maintain the Help Desk Ticketing System, respond to support requests promptly via phone, email, Teams chat, or in-person. Assist with hardware/software issues, password resets, system access, and coordinate employee onboarding and offboarding with HR.
- Problem Identification and Resolution: Diagnose and resolve hardware and software problems, log and track support requests, and maintain a knowledge base.
- Hardware Maintenance: Install, configure, and maintain desktops, laptops, printers, and peripherals. Perform hardware upgrades as needed.
- Software Support: Assist with software installation, configuration, troubleshooting, and collaborate with vendors for advanced issues.
- Network Support: Troubleshoot wired and wireless connectivity issues, assist with VPN setup and connectivity problems.
- Documentation: Keep accurate records of support requests, resolutions, and inventory. Create and update user manuals and procedures.
- Security: Enforce IT security policies, maintain Endpoint Security and Patch Management systems, and manage security systems like FOB, alarms, and cameras.
- End-User Training: Provide basic training on software applications and IT security best practices.
Reporting Structure
Reports to the IT Manager and participates in regular technology meetings and updates.
Training
On-the-job training will be provided on current IT systems.
Qualifications & Competencies
- High school diploma or equivalent; a bachelor’s degree is a plus.
- Previous IT support experience is preferred.
IT Skills
- Required: Strong knowledge of Windows OS, Office 365 (including SharePoint and Azure), Endpoint Security (Sentinel One), Patch Management (N-Able), Meraki devices, and cloud-hosted IP phones. Peripherals include LAN printers and switches.
- Nice to have: Experience with Meraki WiFi, Aruba switches, SonicWall and Fortinet firewalls, cloud backups, hardware components, networking, and troubleshooting.
Non-technical skills like communication, customer service, problem-solving, attention to detail, and time management are essential.
Working Conditions
Primarily office-based, with occasional on-site support at other locations. A driver’s license is preferred.
We thank all applicants; only those selected for an interview will be contacted. Applications are accepted on a rolling basis until a suitable candidate is found. Preference may be given to Aboriginal applicants pursuant to S. 41 of the BC Human Rights Code. We are committed to the Truth and Reconciliation Calls to Action. FRAFCA prioritises employment for Indigenous peoples, and preference will be given to Indigenous applicants unless it would be discriminatory under the Canadian Human Rights Act.
FRAFCA IT Help Desk Specialist / Technician (Tier 1) employer: Frafca
Contact Detail:
Frafca Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land FRAFCA IT Help Desk Specialist / Technician (Tier 1)
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows OS, Office 365, and Endpoint Security. Having hands-on experience or knowledge about these systems will help you stand out during interviews.
✨Tip Number 2
Brush up on your customer service skills, as this role requires effective communication with employees facing technical issues. Practising how to explain complex IT concepts in simple terms can be a game-changer.
✨Tip Number 3
Consider reaching out to current or former employees of FRAFCA on professional networking sites. They can provide insights into the company culture and what the team values, which can help you tailor your approach.
✨Tip Number 4
Prepare for potential scenario-based questions in the interview by thinking through common IT support issues. Being able to demonstrate your problem-solving process will show that you're ready for the challenges of the role.
We think you need these skills to ace FRAFCA IT Help Desk Specialist / Technician (Tier 1)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of the FRAFCA IT Help Desk Specialist. Familiarise yourself with the specific IT skills required, such as knowledge of Windows OS and Office 365, as well as the importance of customer service in this role.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that align with the job description. Emphasise any previous IT support roles, your familiarity with the technologies mentioned, and your problem-solving abilities.
Craft a Compelling Cover Letter: Write a cover letter that not only outlines your qualifications but also expresses your enthusiasm for working with FRAFCA. Mention your understanding of their commitment to cultural practices and how you can contribute to their mission.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that all information is clear and concise. A polished application reflects your attention to detail, which is crucial for an IT role.
How to prepare for a job interview at Frafca
✨Know Your Tech
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows OS, Office 365, and Endpoint Security. Being able to discuss these tools confidently will show your technical competence.
✨Demonstrate Problem-Solving Skills
Prepare examples of how you've diagnosed and resolved IT issues in the past. Highlight your ability to think critically and troubleshoot effectively, as this is a key part of the role.
✨Showcase Communication Skills
As you'll be the first point of contact for employees, strong communication skills are essential. Practice explaining technical concepts in simple terms, and be ready to demonstrate your customer service approach.
✨Cultural Awareness
Understand the importance of cultural practices within FRAFCA. Be prepared to discuss how you can contribute to a culturally safe environment and respect the values of the community.
