POSITION RESPONSIBILITIES
The IT Specialist is responsible for providing technical support and ensuring the smooth operation of IT systems and infrastructure within the agency. In addition to routine IT support, the role includes access to confidential information and providing support services for key organizational functions. This includes participating in investigations alongside the Human Resources Manager, and offering technical support to the Board of Directors, Executive Director and Senior Staff. The IT Specialist oversees the agency’s technology infrastructure, ensuring the secure management of communications and data while upholding confidentiality at all times. This role includes utilizing a support ticketing system to efficiently track, prioritize, and resolve technical support requests, as well as managing agency technology projects. Key responsibilities encompass the management of both cloud and on-premise infrastructure, in addition to diagnosing and resolving hardware, software, and other technical issues. The position involves the day-to-day management of network infrastructure, including printers, switches, firewalls, and cloud solutions. Additional duties include configuring and deploying new devices, upgrading existing systems, assisting with backup and restoration processes, and managing user accounts with multi-factor authentication to ensure secure access.
MINIMUM QUALIFICATIONS
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Diploma in Information Technology or related field
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2 to 3 years related experience
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1-2 years related experience preferably in a unionized setting
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Valid Ontario driver’s License and access to a reliable vehicle
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Working knowledge of mobile device management (MDM) platforms, Veeam Backup, multi-factor authentication and cloud-based solutions like Microsoft 365 and Azure considered a strong asset
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Working knowledge of general office equipment such as fax, photocopier and phone systems
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Excellent communication, organizational and time management skills
POSITION ACCOUNTABILITIES
1. SUPPORTS NETWORK INFRASTRUCTURE AND STAFF BY:
- Manage daily technical support for staff, ensuring timely resolution of hardware, software, and network-related issues, while escalating major issues as needed.
- Manage and safeguard access to confidential and sensitive information, ensuring compliance with security protocols and maintaining strict data privacy standards across all IT systems and user accounts.
- Ensure confidentiality of any information regarding investigations, employee records, and organizational strategies shared with senior leadership or external stakeholders.
- Administer the day-to-day operations of the support ticketing system, tracking and prioritizing requests and ongoing projects, ensuring efficient workflows.
- Oversee the installation, configuration, and upgrade of computer systems and applications for end-users, ensuring smooth operations and addressing any user concerns.
- Maintain the network infrastructure, including printers, switches, firewalls, and cloud-based solutions, performing regular updates and maintenance.
- Ensure the backup and restoration processes are executed regularly, maintaining data integrity and system availability – including performing regular test restorations of confidential agency data.
- Provide secure access to IT systems and data for authorized personnel while ensuring data protection and compliance with relevant privacy regulations including multi-factor authentication, and maintaining strict confidentiality in managing privileged accounts and sensitive information.
- Enforce best practices in IT support and network management, focusing on day-to-day operational security and efficiency.
- Maintain comprehensive and up-to-date documentation for IT processes, procedures, and troubleshooting guides for staff reference.
- Deliver training and support to staff on technology usage and new software, fostering effective use of organizational tools.
- Assist the Board of Directors, Directors and senior staff with any IT related needs, including system access, technical support, and data retrieval for decision-making or strategic planning purposes.
- Work closely with HR, Finance and other departments to ensure IT systems support business needs and operational goals
- Monitor network performance, conducting regular maintenance to optimize functionality and minimize downtime.
- Assist in the implementation and roll-out of new technologies and solutions that enhance staff productivity and operational efficiency.
- Communicate clearly and effectively with staff to provide technical support and guidance, especially to those with limited technical expertise.
- Collaborate with external vendors to resolve issues and ensure proper integration of third-party systems.
- Conduct regular security audits and implement necessary updates or patched to protect against data breeches or security threats.
- Offer ongoing guidance to staff as they adopt new technologies, helping improve their technical skills and comfort with digital tools.
- Lead comprehensive system audits to ensure strict compliance with IT security policies, focusing on safeguarding confidential data and maintaining the integrity of the agency’s network and sensitive systems.
- Coordinate responses to critical incidents, ensuring timely resolution and minimizing disruption to daily operations.
- Collaborate with the Human Resources Manager to support investigations, providing necessary IT related information, data, and technical expertise.
- Track and manage IT assets, including hardware inventory and software licensing, ensuring proper resource allocation.
- Provide remote support to staff working offsite, ensuring consistent access to resources and technical assistance.
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Manage security controls related to building and room access, ensuring proper permissions and security measures.
3. RELATED TO CORE COMPETENCIES:
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Building Relationships – Stage 3 – Building network
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Problem Solving and Decision Making – Stage 3 – Solves complex challenges.
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Facilitating Growth and Development – Stage 3 – Coaches others and provides advice relative to development.
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Valuing Equity, Diversity, and inclusion (EDI) – Stage 3 – Creates a sense of belonging for everyone.
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Championing Change and Innovation – Stage 3 – Reviews and recommends changes.
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Resource Management - Stage 4 – inspirational Leader.
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Resilience –Stage 3 – Model Resilience
4. RELATED TO POLICIES AND PROCEDURES:
- Operates in accordance with applicable Legislative, Ministry and professional association requirements of the position
- Is knowledgeable about Quality Assurance Measures (QAM) guidelines as directed by the Ministry of Children, Community, and Social Services (MCCSS)
- Is knowledgeable about, ensures others are knowledgeable about and complies with the agency’s policies and procedures
- Operates, at all times, in a safe and secure manner
5. HEALTH AND SAFETY:
- Ensure Health and Safety Program requirements are followed based on the Occupational Health and Safety Act
- Ensure an awareness of safety measures for the agency, yourself and the individuals receiving services.
Ensure compliance with the agency’s mandatory training requirements.
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ACCOUNTABILITIES
The position of IT Specialist is accountable to the Director, Information Technology and Security
Benefits: As per DSLG’s group benefits package and the insurance carrier contract
Status: Permanent Full-Time
Hours of work: Minimum of 72.5 (seventy-two point five) hours, averaged over two-week period
2026 Salary: $66,899 - $74,778
Location: Brockville, Leeds Grenville
Reference ID: 2026-004
The foregoing Job Description reflects the general duties necessary to describe the principal functions of the job identified, and shall not be construed to be all of the work requirements that may be inherent in this classification.
Developmental Services of Leeds and Grenville is committed to providing a recruitment and selection process that is both inclusive and free from barriers. DSLG welcomes and encourages applications from people with disabilities. Accommodations for job applicants with disabilities are available upon request, and will be provided in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.
Applicants are required, in advance, to make any accommodation request known to Human Resources by contacting the department at 1-613-345-1290 extension 189 or using the Bell Relay Service. Human Resources will strive to provide reasonable and appropriate accommodation for all applicants during the recruitment and selection process, which will ensure the process is conducted in a fair and equitable manner.
