IT Specialist [#4750]

Job Description

Alteo is looking for an IT Specialist for a permanent position based in Montreal.

Hybrid work: 3 days office / 2 days telecommuting

You will be responsible for troubleshooting hardware, software and network issues, installing and configuring new systems and devices, maintaining and updating existing systems and applications. You will collaborate with the IT Manager to ensure operational IT security, maintenance, cybersecurity awareness and governance. You will also participate in various IT projects.

Responsibilities:

1. User support and internal training
   • Respond to user support requests received by phone, email or through the request management system.
   • Create support tickets, prioritize them and take all necessary steps to ensure quick and efficient resolution.
   • Diagnose and resolve technical problems related to software, hardware, network and peripherals.
   • Install, configure, update and resolve hardware-related issues such as laptops, printers, videoconferencing equipment, etc.
   • Install, configure, update and troubleshoot software applications such as antivirus, office suites, browsers, etc.
   • Identify training needs for technology users.
   • Train and support users in the use of various tools and other IT resources.
   • Participate in optimizing the use of our current tools, notably Raiser's Edge (the donor management software) and Financial's Edge (the financial management system).
2. IT documentation
   • Document IT procedures, policies and best practices.
3. IT Systems and Reporting
   • Administer Office 365 and SharePoint, including the creation and management of users, groups, permissions, policies, etc.
   • Maintain security by monitoring the system for potential vulnerabilities, identifying risks and taking action to mitigate them.
   • Carry out regular tests and evaluations to ensure data security, confidentiality and integrity.
   • Participate in the development and maintenance of certain Business Intelligence and Power BI solutions for data analysis and reporting.
   • Prepare various ad hoc analysis requests.

Profile:

• DEC in IT or equivalent
• 2-5 years' experience in a similar role
• Experience in IT support for problems related to software, cloud applications and hardware.
• Experience in preparing comprehensive, easy-to-use documentation.
• Practical experience of Office 365 and SharePoint administration.
• Experience with business intelligence and Power BI tools is an asset.
• Excellent customer service and support skills.
• Demonstrate good organizational skills and ability to effectively prioritize responsibilities to meet deadlines.
• Ability to multi-task and work independently.
• This position requires daily communication in French and English. It requires providing internal support and preparing documentation for software that is not available in French. Consequently, a good understanding and ability to communicate, both orally and in writing, in French and English are necessary to assume the responsibilities of the position.
• The ability to prepare and deliver training to facilitate the learning and development of user skills is an asset.