IT Support

• Position title: IT Support

• Position type: Full-time, Permanent

• Location: Edmonton, AB or Victoria, BC

• Reports to: Operations Manager

• Supervised by: Operations Manager

• Salary range: Competitive, commensurate with experience

• Application Deadline: Position will remain open until filled

• Position start date: As soon as possible

Background
The Firelight Group is a dynamic, socially responsible, Indigenous-owned business providing community-based research and consulting services across Canada for over a decade. We have a growing team of over 80 professionals, with offices in Victoria, Vancouver, Edmonton, and Toronto. The successful candidate is willing to travel with research teams to communities as well as engage remotely using virtual data collection methods. They will work alongside other professionals in a fast-paced, exciting, and challenging work environment.

Job Duties
Reporting to the Operations Manager, the IT Support team member is responsible for providing front-line technical support for internal employees and business units. The IT Support team member will work closely with the IT Coordinator to identify the root of technical issues and troubleshoot with staff. This includes remote support and troubleshooting on technical issues related to office equipment and technical equipment.

Main Responsibilities

• Onsite and remote technical support to staff

• Provide timely and supportive responses to remote and in-person staff support requests

• Support the provision and return of IT equipment for staff onboarding and offboarding

• Greet new staff and support technical onboarding

• Provide basic training to new staff on company-wide systems

• Support the tracking and inventory of technical equipment

• Troubleshoot and sort legacy equipment

• Support interview and other equipment kit maintenance and sign-out tracking

• Work with Firelight’s technical providers to ensure security of data, network access and backup systems

• Support office-related technical troubleshooting and provide input on office technical procurement

Qualifications

• One year of experience in technical support or broader customer-facing roles

• Success in this position requires effective communication skills, efficiency and thoroughness, focus on results, relationship building, service orientation, team building and teamwork

Skills

• Experience in a technical field, i.e. call centre, tech support for an internet service provider, etc.

• Customer-facing experience with online and in-person support an asset

• Proficiency in Microsoft Office Suite of tools

• Proficiency in navigating iOS and PC environments

• Proficiency in digital filing systems

• Knowledge of the consulting environment

• Experience fostering positive business relationships in a remote work environment

• Experience in an IT Technical Support role or equivalent

• Experience collaborating with all levels of the organization from front line to executive leadership

• Ability to work independently

• Ability to defer to find out answers

• Strong interpersonal work skills - should come off as friendly and approachable

• Can-do attitude

• Organized

• Familiarity with a database system would be an asset
  

Firelight offers compensation commensurate with skills and training, within industry standard ranges. We offer a progressive, flexible workplace and the following benefits:

• Flexible four-day work week (32-hours/week)

• Both professional development and training allowance provided

• Banking of earned overtime

• Health and Wellness Program

• Comprehensive health and dental benefits

• Annual retirement savings plan contribution

• Parental leave supplement for new parents

• Additional mental health benefits self-funded by Firelight

• Childcare benefit for children <10 years of age per/year, per family

• 2 weeks' annual leave and 1 week of seasonal holiday in the last week of December

• Firelight will also provide end-of-the year bonus

To apply: Please respond to our online ad with a resume and cover letter addressed to Ashlee Campbell, HR Generalist. We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.

Firelight is committed to respecting diversity within our workforce and specifically to increasing the number of Indigenous employees within our organization. As a result, we encourage all Indigenous applicants to self-identify in our recruitment and staffing processes and preference may be given to these applicants.

Working at the Firelight Group means being passionate about what we do. Be part of our amazing team, with a very exciting future.

Job Types: Permanent, Full-time

Benefits:

• Casual dress

• Dental care

• Disability insurance

• Employee assistance program

• Extended health care

• Flexible schedule

• Life insurance

• On-site gym

• On-site parking

• Paid time off

• Vision care

• Work from home

Schedule:

• 8 hour shift

• Day shift

• Overtime

Supplemental pay types:

• Bonus pay

• Overtime pay