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Praxis Spinal Cord Institute is a Canadian-based not-for-profit organization that leads global collaboration in spinal cord injury research, innovation and care. We advance ground-breaking ideas that can be put into practice, making lives better. We actively engage people with spinal cord injury and other world-class experts to work together to identify and solve the most urgent challenges to make exceptional improvements in the health of people with spinal cord injury. Praxis is proudly accredited by Imagine Canada and was named one of Canada’s Top 100 Charities by Maclean’s and Money Sense magazines, achieving an A+ rating.
Through a diverse workforce, Praxis is committed to excellence in research, innovation and care for people living with spinal cord injury. Praxis recognizes that a diverse workforce, comprised of individuals with an array of identities, abilities, backgrounds, cultures, skills, perspectives and experiences is vital to creativity, growth and innovation and our success in making an impact on quality of life. We support our commitment by fostering an inclusive workplace which is fair, equitable, supportive, welcoming and respectful, allowing us to continue to transform health outcomes.
JOB SUMMARY
Reporting to the Manager of IT, the IT Support Specialist provides in-person and remote support to Praxis Spinal Cord Institute’s internal and external users.
JOB ACCOUNTABILITIES
Provide Service Desk technical support to users either via desk side, phone, email or online meeting/support tools as required;
Assist with installing and moving computer hardware and associated re-configuring;
Install hardware and components;
Diagnose and troubleshoot problems in a computer support environment, and provide appropriate and timely solutions;
Develop technical and non-technical documentation, and present in writing, to a variety of internal audiences;
Assist the IT Manager and team with IT infrastructure planning;
Occasional after hours work for scheduled maintenance or urgent IT issues;
Maintain inventory records for all Client & Server hardware and software license allocations;
Conduct technological on-boarding for new Praxis team members, including setting up accounts and access, conducting initial IT onboarding training, and collaborating with HR on additional needs;
Conduct technological off-boarding for exiting Praxis team members, including disabling access and coordinating return of IT equipment where applicable, in collaboration with HR; and
Perform other duties within the scope of this role.
QUALIFICATIONS
The ideal candidate will have:
A technical diploma or university degree in Computer Science or related field.
Recent industry certifications relevant to the role, such as A+, Network+, Security+ an asset.
Minimum of two years of experience in technical support, user support, or other related fields of business and technology.
Knowledge of Microsoft Operating Systems and products including Windows 10, Windows Server (2012/2016/2019), Active Directory and Microsoft Office.
Experience supporting users remotely through online meeting and remote support tools such as MS Teams and LogMeIn Rescue, or similar an asset.
Excellent communication skills (written and verbal).
Strong customer service skills and ability to interact effectively with varying audiences.
Highly developed organization skills and an ability to multitask in a fast-paced environment.
Troubleshooting skills and the ability to analyze complex hardware and software problems using standardized procedures.
Ability to apply working knowledge of help desk tools, processes, as well as problem management processes and systems.
Ability to take direction and follow practices and procedures consistently and accurately.
Enthusiastic, highly motivated and diligent team player.
High ethical standards, being conscientious of confidential information.
Understanding of storage technologies, server hardware preferred.
Experience with VMWare, Citrix remote access and Office 365 preferred.
An equivalent combination of education, experience and skills/behaviours will be considered.
HOW TO APPLY
Interested and qualified candidates can apply here by July 15, 2022. While we thank all applicants for their interest, only short listed candidates will be contacted. For more information on Praxis, please visit www.praxisinstitute.org
Praxis Spinal Cord Institute would like to acknowledge that the land on which we are located is on the unceded traditional territory of the Coast Salish Peoples, specifically the shared traditional territories of the Sḵwx̱wú7mesh (Squamish), səlil̓ilw̓ətaʔɬ (Tsleil-Waututh), and xʷməθkʷəy̓əm (Musqueam) First Nations.
