Article Flag: Mandatory Vaccination Please Note:
As per the current Public Health Orders (Long Term Care/Seniors Assisted Living Provincial Health Order and the Health Sector Order), as of October 26, 2021, all employees working for Providence Health Care must be fully vaccinated against COVID-19. Proof of vaccination status will be required.

Summary:
Reporting to the Leader, Product Strategy and Innovation Foundry, the Help Desk /IT Support provides support to the Foundry Centre staff on how to use application programs such as the Foundry BC platform and Toolbox. Provides user support for the Foundry BC platform and supports Foundry Centres to configure and set up the system so that it meets their needs. This role also provide IT troubleshooting support to youth and young adults as well as caregivers who access services at Foundry via the Foundry BC platform via phone. Email or other video conferencing tools. Determines and troubleshoots IT related issues, explains functions to users, creates basic training materials and demonstrates applications. Installs, tests, and configures new workstations including deploying updates and preventative maintenance. Identifies needs for new and modified computer hardware and software and works with vendors to ensure maintenance and repair of software enhancements. The Help Desk/IT Support is responsible for user account management, which includes account creation, relaying account details, password resets, application access and deactivating user accounts. participates in Foundry Central Office meetings as required.

Qualifications / Skills and Education:
Education
Graduation from a computer systems technology diploma program plus two (2) years\xe2\x80\x99 recent related experience or an equivalent combination of education, training and experience.

Skills and Abilities
Demonstrated knowledge and understanding of technology, hardware, software, networks and operating systems including Apple and Windows OS.
Knowledge of practices and procedures related to computer equipment and software applications.
Ability to install, upgrade, operate, troubleshoot, and maintain computer equipment and software applications.
Ability to identify, investigate, assess, document, and resolve software and hardware problems.
Ability to problem-solve and develop solutions.
Ability to plan, organize, prioritize work, and meet deadlines under pressure.
Ability to communicate effectively both verbally and in writing.
Ability to work effectively, both independently and as part of a team.
Ability to orient and train.
Ability to operate related equipment.
Physical ability to perform the duties of the position.

Duties and Responsibilities:
Provides Help Desk support related to hardware (IPADs), software, application programs and basic network communications for technology rolled out to Foundry centres by FCO, by performing duties such as determining problems, explaining functions to users, creating basic training materials and demonstrating applications.
Installs, tests, and configures new workstations, peripheral equipment and software to support FCO staff, when required.
Performs installation, upgrading, preventative maintenance, and routine repair. Troubleshoots issues and concerns related to hardware, software, application programs, basic network, and desktop issues. Ensures issues are fully resolved and/or re-assign as appropriate.
Works with vendors and Foundry Product Owners to ensure maintenance and repair of software enhancements and solutions and communicates these internally to impacted staff at Foundry centres.
Identifies requirements for new and modified computer hardware and software, and makes recommendations when required, coordinates the delivery and installation.
Responsible for user account management for all Foundry systems (Microsoft, Foundry BC Platform, Zoom etc.) including account creation, relaying account details, password resets, application access and deactivating user accounts.
Provides user support for assigned Foundry Centres and is responsible for configuring software application to meet needs of assigned Foundry Centres
Assists with the administration of global address books and email groups. Provides support with video recording, projectors, monitors, computers, phones, webinars and related devices.
Participates in meetings with the Foundry Central Office team as required.
Performs other related duties as assigned.