Helpdesk Technician

About the Role

We seek a dedicated Helpdesk Technician to join our team at Maamwesying North Shore Community Health Services, serving Serpent River First Nation and Sault Ste.Marie, Ontario. This role involves providing first-line technical support, troubleshooting, and advisory services related to IT infrastructure, hardware, software, and telecommunications across multiple partner sites, including seven First Nations, the Indigenous Friendship Centre, and four First Nation sites in the Wawa/Chapleau region.

Organization Overview

Our organization is a leader in Indigenous Health focused on delivering culturally safe, holistic, and high-quality primary healthcare, traditional healing, mental wellness, and community support services. We collaborate with 11 First Nation partners and the Indigenous Friendship Centre to enhance wellness across communities.

Responsibilities

• Serve as the initial contact for IT service tickets and support requests, ensuring prompt resolution of technical issues.
• Maintain and troubleshoot hardware such as laptops, desktops, mobile devices, and video conferencing equipment.
• Support software environments including Microsoft 365 and other business applications.
• Manage telecommunications systems and IT infrastructure across multiple sites.
• Work collaboratively with internal teams, external vendors, and service providers to improve technology services.
• Maintain inventory management and assist with data collection and reporting through information management systems.
• Travel frequently to partner sites as needed to deliver support services.

Required Qualifications and Experience

• Post-secondary diploma or degree in Computer Science, Information Technology, or a related discipline.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are advantageous.
• 3 to 5 years’ progressive experience supporting IT systems, telecommunications, and network environments.
• Proven competence in front-line technical support, help desk ticket management, and escalation procedures.
• Knowledge of electronic medical records (EMR) systems and specialized software is preferred.
• Proficiency with Microsoft 365 and other productivity/business software.
• Understanding of current IT infrastructure trends and broadband technologies.
• Valid driver’s license with access to a dependable vehicle.
• Clear criminal reference check required before employment.
• Cultural sensitivity and knowledge of First Nation traditions with fluency in Ojibway language as a plus.
• Willingness to work flexible hours, including unplanned overtime.

Additional Information

• The role requires attendance at work regularly and flexibility to travel frequently.
• Exposure to smoke from sacred medicines may occur due to traditional practices.
• Preference will be given to Indigenous applicants in compliance with the Ontario Human Rights Code Section 14.
• Accessibility accommodations are available upon request.
• No artificial intelligence is used in the applicant screening process.

Salary and Benefits

• Salary range between $73,896 and $89,797 annually, depending on experience.
• Comprehensive extended health benefits plan.
• Participation in the Healthcare of Ontario Pension Plan (HOOPP).
• Generous vacation entitlement plus seven Indigenous statutory holidays.
• Annual professional development support with 10 dedicated days and a $1200 budget.
• Technology equipment provided such as laptops and mobile phones.
• All travel expenses reimbursed.
• Supportive work environment with high staff satisfaction.
• Access to Ojibwe cultural and traditional teachings.
• Fifteen personal leave days annually.