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IT Support Coordinator


Location: Toronto, Canada

Organization: AWID

Overview of the Position:

The IT Support Coordinator is a full-time position and will be responsible for providing onsite and remote technical support including troubleshooting technical issues, documenting all incidents and supporting the larger team to access the organizational IT tools & systems effectively; managing inventory for all IT Assets. 


IT Support:

  • Setting up and configuring new computers with software and practices used by the organization; coordinating the shipment of the configured computers to the AWID staff
  • Supporting end-users in their use of desktop applications, remote access systems, GSuite, Slack, Asana and meeting software
  • Resolving end-user IT issues, such as password reset, software questions, PC/Mac hardware problems, Internet connectivity, configurations, etc.
  • Diagnosing and resolving minor networking issues (e.g. LAN access)
  • Prioritizing and scheduling problems according to the severity and undertaking post-resolution follow-ups for the service requests
  • Liaising with support teams of vendors for troubleshooting, problem resolution, and software/ hardware upgrades
  • Recognizing and escalating more complex issues to next in Reporting line
  • Documenting and updating IT hardware and software inventories regularly
  • Assisting in the documentation of current IT processes and updation of end-user guides
  • Organizing, administering and managing IT supplies; keeping the issue and return records of IT assets
  • Developing and updating user training materials
  • Organising & providing training to the end-users for using IT tools  
  • Preparing and sharing occasional tips for using IT Tools
  • Providing on-site support during AWID’s International Forum
  • Coordinating with the support team from vendors’ to troubleshoot problems with equipment and software support
  • Assisting project teams in planning and implementation of projects e.g. The AWID Forum app
  • Developing performance and systems models, graphs, charts and specifications to systems staff when needed
  • Providing administrative support and maintain in-depth knowledge of company policies and procedures
  • Analysing resource utilisation, timesheet, and financial data for assigned project 

Capacity building

  • Researching information about the newer features of the software tools used at AWID to keep IT Team updated with the newer developments
  • Researching and finding capacity-building webinars for the software tools used at AWID and share recommendations with the IT Team for capacity building
  • Organizational Processes and Individual Work Planning 
  • Participating actively in the IT team efforts including team meetings, check-ins, and  strategy & planning meetings
  • Maintaining strong working relations with staff in other AWID teams to ensure accountability and effective coordination of IT deliverables
  • Sharing information/knowledge and actively participating in staff, and general organizational meetings
  • Developing and monitoring an individual work plan that will document the timelines, requirements, and deadlines for all tasks and deliverables
  • Maintaining professional conduct, confidentiality, and ethical standards


Essential Values and Competencies

  • Value a feminist intersectional framework and its implications for organizational practices and committed to the principles of feminism and anti-oppression struggles
  • Focus on the big picture and strategy
  • Transparency and accountability
  • Critical thinking and analysis
  • Results and process orientation
  • Strategic risk management
  • Build strong Interpersonal relations from the role - across the organization
  • Influencing & resolving differences across boundaries
  • Self-awareness and insight
  • Ability to progress work under pressure

Essential Knowledge, Skills, Abilities & Experience

  • At least 2 to 4 years experience in an IT support role, preferably in a women’s rights or human rights/ social justice setting
  • Excellent written and oral communication in English
  • Ability to communicate technical information in user-friendly language
  • Experience with Windows Operating systems as well as Office Suite, Apple Macintosh systems (Mac OS)
  • Experience with troubleshooting computers
  • Ability to diagnose problems, perform repairs on IT assets and provide support for a wide range of applications
  • Ability to quickly analyze issues and determine the best course of action using available resources and sound judgment to escalate issues to the IT Manager
  • Excellent training skills and ability to create recorded training for staff use
  • Ability to ascertain skills and aptitude of various diverse users and ensure technology and training is provided to meet organizational needs in diverse time zones
  • Ability to quickly analyze issues and determine the best course of action using available resources
  • Team player and ability to work under pressure
  • Knowledge of and ability to work within an anti-oppressive framework

Academic Qualifications: 

  • University Degree or College Diploma in Information Technology or related discipline

Desirable Knowledge, Skills, Abilities & Experience:

  • Familiarity with collaboration, communications and work-planning software (GSuite, Slack, Skype, Jitsi, Asana, etc.)
  • Ability to analyze technical trends, new technologies, and digital security developments and  make recommendations
  • Experience working in a non-profit environment
  • Experience supporting virtual team environments
  • Spanish and/or French language skills considered an asset but not required

Other Requirements:

  • Some occasional work outside of regular work hours, on weekends and holidays, may be required

AWID is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at AWID are based on organisational needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression. If contacted in relation to an employment opportunity, please advise AWID of the accommodation measures, if required, which would enable you to be interviewed in a fair and equitable manner.  All information received in relation to accommodation measures will be treated in confidence.


How to apply:

Please submit in English, a current CV, along with a cover letter addressing how you meet the necessary qualifications and outlines why you want to work for an international feminist organization.

Please include “IT Support Coordinator” in the subject line of the email and submit to by 23 February 2020.

Women; trans, non binary and intersex persons; persons with disabilities and other candidates from historically oppressed groups, of all ages, are strongly encouraged to apply for this position.

We thank all those who apply, but only shortlisted candidates will be contacted. No calls/ emails please. 

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