IT Technician

Workinnonprofits; Stratford; On-site; CAD 44,200 - 50,000; Full time

Job summary

Workinnonprofits is seeking an IT Technician in Stratford, Ontario. The successful candidate will provide first-level technical support, ensuring reliable IT operations by diagnosing and resolving both hardware and software issues.

The role includes working with users to document processes, maintaining help desk records, and contributing to IT projects. Candidates should have a post-secondary diploma in IT with experience in technical support and customer service.

Qualifications

• 1 to 2 years of experience in technical support.
• Ability to diagnose and resolve hardware and software issues.
• Experience working with networking concepts and IT service management.

Responsibilities

• Provide first-level technical support for all incoming Help Desk requests.
• Diagnose and resolve issues related to hardware, software, and network connectivity.
• Document technical procedures and solutions for knowledge sharing.

Skills

First-level technical support

Troubleshooting

Customer service

Communication

Windows and/or macOS

Basic networking concepts

Education

Post-secondary diploma in IT or related field

Tools

Help Desk ticketing systems

Microsoft 365 applications

Job description

IT Technician

Stratford Festival of Canada
Southern Ontario
Stratford, ON

closed yesterday (Sat, 27 Jun)
full time - $44,200 - $50,000

The IT Technician is responsible for providing first-level technical support for all incoming Help Desk requests, including both hardware and software issues, ensuring reliable and efficient IT operations. This role involves diagnosing and resolving technical issues, installing and maintaining hardware and peripherals, documenting processes, and managing help desk records, ensuring timely resolution of service requests and a high standard of customer service.

Reporting to the Director of IT and Application Development, the IT Technician collaborates with System Administrators, internal departments, and end users to support organizational technology needs and maintain operational continuity. This position also contributes to special projects and continuous improvement initiatives, while ensuring adherence to established IT procedures and health and safety standards.

Responsibilities

• Provide first-level technical support for all incoming Help Desk requests, responding to hardware and software issues in a timely and customer-focused manner.
• Diagnose, troubleshoot, and resolve technical issues related to workstations, applications, printers, and network connectivity.
• Communicate effectively with users to understand issues, provide updates, and ensure satisfactory resolution of service requests.
• Escalate complex or unresolved issues to System Administrators in accordance with established procedures, ensuring appropriate documentation and follow-up.
• Install, configure, and maintain client PCs, peripherals, and local/network printers.
• Maintain and update Help Desk records, ensuring accurate tracking of incidents, resolutions, and system changes.
• Document technical procedures, solutions, and processes to support knowledge sharing and continuous improvement.
• Participate in special initiatives and IT projects as assigned by the Manager of IT.
• Support the maintenance of a reliable and secure IT environment by following established policies, standards, and best practices.
• Adhere to the Stratford Festival Health & Safety Commitment and Procedures, and ensure that safe work practices and policies are supported and enforced within reporting structure.
• Perform other duties as assigned.

Minimum Qualifications

• Post-secondary diploma program, typically a two-year program, or equivalent, in Information Technology, Computer Systems, Network Administration, or a related field; or an equivalent combination of education and relevant experience.
• 1 to 2 years of related experience
• Demonstrated experience providing first-level technical support for hardware, software, and network-related issues.
• Working knowledge of Windows and/or macOS operating systems, Microsoft 365 applications, and common business software.
• Experience installing, configuring, and maintaining workstations, peripherals, and printers.
• Familiarity with Help Desk ticketing systems and IT service management practices (e.g., ticket tracking, escalation protocols, documentation).
• Basic understanding of networking concepts (e.g., TCP/IP, VPN, Wi-Fi connectivity).
• Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
• Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.
• Strong organizational skills and attention to detail, including accurate documentation of issues and resolutions.
• Ability to prioritize tasks, manage multiple requests, and work effectively under pressure.
• Ability to work both independently and collaboratively within a team environment.
• Experience working in a non-profit or arts environment is an asset.
• Valid Ontario Driver's License considered an asset.
• Problem-solving: able to identify challenges, analyze root causes, and develop practical solutions.
• Communication: actively listen and effectively transmit and receive information.
• Teamwork: readily work with others towards a shared goal, actively support teammates and recognize everyone’s contributions.
• Analytical skills: gather relevant information, see patterns in data and make appropriate connections to enable informed decision-making.

This full-time posting is for an existing vacancy located in Stratford, Ontario. This position requires the candidate to work onsite, with remote available when required. Regular work hours for this position are Monday to Friday, but may require the candidate to work holiday and weekend hours as scheduled.

Job Type: Full-Time

How to Apply

Please mention you saw this posting on WorkInNonProfits.ca.