The Junior IT Support Specialist provides first-level technical assistance and reliable day-to-day technology support across multiple work locations. The role maintains office systems, helps employees with approved applications, prepares and supports devices and workstations, and coordinates technical requirements for employee onboarding and offboarding.
The position works under the Director of Operations and within approved permissions, budgets and security procedures. Success requires responsive service, careful documentation, clear communication with HR and management, and timely escalation of complex or sensitive matters.
Primary Responsibilities / Expected Outcomes
Help Desk & Day-to-Day Technical Support
- Triage, track and resolve routine IT requests; communicate the status, next steps and any delays to staff and the supervisor.
- Troubleshoot computers, printers, scanners, peripherals, Wi-Fi, network access and common office software; escalate complex faults.
- Provide courteous user guidance, routine system maintenance and help at assigned offices and other authorized locations.
Email, Accounts & Business Applications
- Set up, change or deactivate approved email accounts, shared mailboxes and distribution lists after receiving appropriate authorization.
- Assist staff with Microsoft 365, Outlook, Excel, OneDrive, SharePoint, Teams, Google Workspace, Slack and other approved systems.
- Support authorized sign-in, MFA, account-access and permission requests; refer restricted HR, payroll and finance changes to system owners.
3CX Telephone & Collaboration Systems
- Configure, test and troubleshoot authorized 3CX extensions, softphones, calls, voicemail and mobile connections.
- Confirm approval before assigning paid direct numbers, new subscriptions or changing organization-wide call settings.
- Coordinate chat-channel access, staff directory and phone-extension updates with HR, Administration and management.
New Employee Technical Onboarding
- Act on the HR-approved new-starter checklist; confirm the location, role, equipment and approved system access needed before day one.
- Prepare computers, accessories, software, Microsoft 365 licences, email, 3CX and collaboration accounts; test functionality and MFA.
- Coordinate workstation setup, basic orientation and completed-access confirmation with HR and the employee’s supervisor.
Offboarding & Employee Access Changes
- Act promptly on authorized HR separation or role-change instructions; disable or adjust email, 3CX and other access at the approved time.
- Help recover, inspect, secure and prepare returned laptops, phones, desktops and accessories for approved reassignment.
- Document completed steps and unresolved risks for HR and the Director of Operations; preserve organizational data as directed.
Equipment, Purchasing Support & Asset Tracking
- Assess equipment needs, compare specifications and supplier pricing, recommend suitable options and flag shortages before start dates.
- Coordinate approved orders with management and Finance; purchases, licences and ongoing costs require prior authorization.
- Maintain accurate device, serial-number, location and assigned-user records; reconcile issuance and returns with HR’s Employment Hero register.
Information Security & Confidentiality
- Follow approved password, MFA, device, privacy and security procedures; access personal, financial and client data only as authorized.
- Report phishing, suspicious email, lost equipment, unauthorized access, system outages and suspected breaches immediately.
- Protect credentials and confidential records; do not bypass approval controls or make unapproved changes to privileged access.
Documentation, Follow-Through & Multi-Site Support
- Maintain clear IT request logs, setup and offboarding checklists, equipment records, user instructions and troubleshooting notes.
- Provide regular progress updates on assigned work, outstanding requests, blockers and completed actions to the Director of Operations.
- Support assigned technology projects and travel to multiple authorized work locations; escalate work beyond junior-level authority.
Communication & service
Responds professionally, explains technical issues clearly and keeps users and management informed.
Reliability & attendance
Attends scheduled assignments, follows up on service requests and communicates delays early.
Organization & accuracy
Prioritizes work, tests configurations, maintains asset records and completes checklists accurately.
Confidentiality & discretion
Protects employee, financial and client information; follows access approvals and privacy procedures.
Teamwork & adaptability
Coordinates with HR, Finance, Administration, supervisors and providers across multiple locations.
Cultural respect
Provides respectful service to First Nations, Métis and Inuit staff, clients and communities.
Judgment & initiative
Recognizes limits of delegated authority and escalates security, technical and approval issues promptly.
Safety & security
Handles equipment safely; reports hazards, cyber incidents and missing or damaged company property.
Education / training
Foundational IT education, coursework, certificate or diploma, or equivalent practical technical experience; early-career candidates welcome.
Relevant Experience
Experience or demonstrated ability with Windows devices, office software, hardware troubleshooting and customer-facing technical assistance; help-desk experience is an asset.
Licences/certifications
A valid Class 5 driver’s licence and reliable transportation are assets for assigned travel. Role-appropriate security screening may be required in accordance with policy and law.
Job-related Skills
Familiarity with Microsoft 365, Google Workspace, 3CX, Slack, device setup, MFA and inventory tracking; strong communication, documentation, judgment and problem-solving skills.
Schedule/travel / on-call
Primarily on-site support at multiple AIMA, affiliated and authorized client locations, with occasional approved early/evening or urgent work. Travel is assigned by the supervisor. Overtime and expenses require prior approval and follow AIMA policy and applicable standards.
Physical/environmental demands
Computer and desk-based tasks with frequent hands-on device setup. May safely lift, carry, connect and move ordinary computers, monitors, printers and related equipment, with assistance or accommodation where appropriate.
Role-specific Requirements
The role performs junior technical support, not IT management. System-owner approval is required for privileged access, software purchases, subscriptions and major configuration changes. Sensitive HR, finance, payroll and security matters must be escalated to the appropriate authorized decision-maker.
