IT Analyst

Open Door Group is a non-profit organization that has been serving communities across British Columbia since 1976. Today, we continue to provide tailored employment services to individuals and businesses to build strong workforce ecosystems and thriving communities.

Certified as a Great Place to Work™, and ranked as one of the Top 50 Mid-Size Employers in Canada in 2021, we pride ourselves on modeling a culture of authenticity and transparency. Our core values are based on the genuine belief that all individuals have the ability to succeed and are the drivers of their own success, and we aim to support lifelong learning and career success for the people we serve, as well as our employees.

As a Certified Living Wage Employer, Open Door Group strives to offer competitive wages and benefits for our staff. All permanent staff at Open Door Group receive a comprehensive, 100% employer-paid benefits package, a municipal pension plan, and supplemental benefits including earned days off and ongoing professional development. Open Door Group also offers an Employee and Family Assistance program to support the well-being of each of our staff.

SUMMARY:

As Open Door Group continues to grow, we are actively looking for a well-rounded, IT analyst to work as Help Desk Technician to join our Information Technology department. The candidate will report directly to our Associate Director of IT. We are looking for someone who is a natural problem-solver, professional, considerate, and consistently exercise urgency when dealing with and resolving technical issues.

The IT Analyst will be responsible for the installation, implementation, operation, maintenance, and support of all user’s computers-based information systems and local area network in the branch offices. They will also be required to provide guidance and support in the use of business applications. The IT Analysts will be required to work on-site, with the opportunity to work from home as operations permit.

DUTIES:

1. Manage the Help Desk function in the IT and Security department’s as first line of support and directly represents the IT and Security department’s brand to the end users.
2. Remotely and locally respond to and resolve requests for support through our ticket system.
3. Interpret request for support and communicate back to the end user, through the ticket system the action plan to resolve the issue.
4. Develop a series of steps and actions to troubleshoot and resolve the issue.
5. Upon successful resolution of the issue the steps taken will be documented for the reference and for use in the resolution of future issues.
6. Configure new hardware and troubleshoot workstation/laptop hardware issues.
7. Adding to, and maintaining, the internal and end user IT knowledge bases.
8. Assist with setup and deployment of company workstations/laptops and hardware and update asset register.
9. Contribute to and be a part of a collaborative team environment within the IT department and the local office.
   
10. Accessible after hours for emergency issues.
11. Develop keen interest in cybersecurity, infrastructure administration, application administration and be able to develop related skills to support level 1 tickets.
    
12. Any other duties as deemed necessary for the betterment of the IT department.
    

QUALIFICATIONS:

• Minimum of College level Diploma in Computer Information Systems, Networking, Infrastructure and Computing Technology or equivalent
• 1-3 years previous IT Help Desk experience.
• A+ & Network + Certifications or the ability to obtain within the first year of employment.

SKILLS AND ABILITIES:

• Technical skill set should include an entry level understanding of the following Windows server environments: Windows desktop operating systems, SharePoint and user permissions, Microsoft Office products, Workstation, and laptop hardware, VOIP, Basic IP networking and connectivity.
• Ability to work independently without day-to-day direct supervision
• Proven exceptional customer service skills and high sense of urgency
• Superior problem solving and troubleshooting skills are essential
• Strong willingness, capacity, and desire to learn IT administration and cyber security.
• Excellent Interpersonal and communication skills
• Valid driver’s license or ability to obtain one within six months

How to Apply

Please click the "Apply for this Job" button on this page, and follow the steps to enter your personal information and submit your resume and a cover letter explaining why you are suitable for the role. Please do not submit your application by emailing us.

Open Door Group values diversity and is committed to providing an inclusive work environment. We are looking for qualified individuals who represent, at all job levels, the diversity of the people we serve and encourage applications from Indigenous peoples, individuals of all genders and sexual orientation, origin and ethnic affiliations, disability, age, and religion.

We strive to ensure an accessible experience for candidates. If you require an alternative method to submit your application, please email us humanresources@opendoorgroup.org or contact us toll-free at 1 866 377 3670 and ask to speak with an HR representative.

Only short-listed candidates will be contacted.