CharityVillage

Bilingual E-learning and Technical Support Coordinator 

OCASI - Ontario Council of Agencies Serving Immigrants Toronto, Ontario 

Who we are:  

OCASI – Ontario Council of Agencies Serving Immigrants acts as the collective voice for  immigrant and refugee-serving organizations in Ontario, and coordinates response to  shared needs and concerns. Our mission is to achieve equality, access and full  participation for immigrants and refugees in every aspect of Canadian life. OCASI was  founded in 1978 and now has 240 member agencies across Ontario. 

Overview: 

Reporting to the Senior Manager, Productive Enterprises the incumbent will provide daily support and guidance to field service, project, and help desk staff. This position is ideal for someone with a solid computer knowledge and who is eager to learn and grow in the field of IT support. As a Technical Support Coordinator, you will play a vital role in assisting with various IT tasks, including software, client support, troubleshooting, and basic network administration. You will also assist with creating and maintaining e-learning materials for the supported application required for the virtual learning environment.

What will the Bilingual E-learning and Technical Support Coordinator do? 

• Provide technical support to end-users, assisting with hardware and software issues.

• Provide technical support to the Learn At Work project coordinators and users (English and French)

• Assist in maintaining and troubleshooting Microsoft Office applications, including Word, Excel, PowerPoint.

• Support the usage and basic administration of Google Workspace and Zoom for effective collaboration and document management.

• Assist in basic IT projects by providing support in areas such as software installations and system upgrades.

• Perform basic computer system setups and configurations.

• Collaborate with the Productive Enterprises team and external vendors for routine maintenance and upgrades.

• Occasionally perform physical tasks such as lifting computers as needed.

• Facilitate course setup, registration, enrollments and un-enrollments on the Learning Pool platform

• Ensure content creation, and activities are on track (including French adaptation) and sent to the instructional designer in a timely manner

• Support overall system administration and maintenance of LearnAtWork site.

• Other duties as assigned 

     Required qualifications: 

• Basic knowledge and familiarity with Microsoft Office suite, including Word, Excel, and PowerPoint.

• Familiarity with Google Meet, Zoom, and Microsoft Teams.

• Proficiency in both French and English

• A keen interest in computers and technology, with a willingness to learn and develop IT skills.

• Proficient Technical knowledge to support and troubleshoot eLearning applications, and resolve issues experienced by staff and learners  in the Virtual Learning Environment.

• Strong problem-solving abilities and a proactive approach to finding solutions.

• Good time management skills and the ability to multitask effectively.

• Strong interpersonal and communication skills, with the ability to work well within a team and provide excellent customer service.

• Ability to work independently and learn new technologies upon demand.

• Knowledge of and methods for maintaining data security and integrity.

• Ability to use tact, diplomacy, and discretion.

• Physical capability to occasionally lift computers.

Education and Experience:

• Minimum completion of college diploma and at least 3 years practical experience in a technical support position.

• At least 3-year demonstrated experience managing and working with the following technologies: Windows 10 & 11, Microsoft Office, eLearning applications.

Details: 

• Compensation: as per OCASI Salary grid for the Coordinator level ($52,501 per year for full-time roles)

• Unionized with Unifor Local 87M 

• Requires in person attendance in the Toronto office (1 day / week)