IT Coordinator

Title: IT Coordinator

Department: Finance & IT

Status:         Regular Full Time

Pay Grid:         Salary Range 2 ($47,120.00 to $61,845.00 per year)

Reporting to: IT Administrator

Summary of Duties:

Reporting to the IT Administrator, the IT Coordinator provides support to the internal IT Help Desk and serves as the first point of contact for resolving internal users’ help desk requests. The responsibilities include answering phones, responding to and updating help desk tickets, ordering equipment, submitting warranty claims, IT setup for new hires, and working with the IT team to support the IT needs of Lil’wat Nation.

Key Deliverables and Expectations:

• Taking ownership of customer issues reported to the help desk and seeing problems through to resolution.
• Assisting the IT team with researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues.
• Answer phones and respond to helpdesk tickets.
• Mange warranty repairs for defective hardware
• Research and identify solutions to software and hardware issues.
• Ask users targeted questions to quickly understand the root of the problem.
• Track computer system issues through to resolution, within agreed time limits.
• Talk to users through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue.
• Properly escalate unresolved issues to appropriate channels.
• Provide prompt and accurate feedback to users.
• Refer to internal databases or external resources to provide accurate tech solutions.
• Ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Follow up with users to ensure their IT systems are fully functional after troubleshooting.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of notes and manuals and labeling.
• Perform other related duties as requested.

Experience and Attributes:

• Completion of Grade 12 or an equivalent combination of education, training, and experience.
• 1-2 years of experience in technical support or similar role.
• Ability to provide step-by-step technical help, both written and verbal.
• Capable of working virtually.
• Yearning to learn more about computers, communications systems, and technology.
• Outstanding written and verbal communication skills in the English language.
• Ability to work independently and as an integral member of various teams.
• Strong organizational skills, meticulous attention to detail and time management skills.
• Ability to meet deadlines prioritizes assignments, manage multiple tasks simultaneously and maintain confidentiality.
• Strong proficiency in Microsoft Word, Outlook, Excel, and PowerPoint.
• Motivated self-starter and with strong interpersonal skills.
• Highly professional in all aspects of business, presentation and interaction with all stakeholders, clients, and Members.
• Valid BC Class 5 Driver's License with a satisfactory driver’s abstract, with reliable transportation is an asset.
• A satisfactory Criminal Record Check including vulnerable sector screening.