IT Technician

Company Overview

Who We Are:

Based in Stratford, Ontario, the Stratford Festival is one of the world’s foremost repertory theatre companies. It operates year-round, presenting a season of about a dozen plays each year between the months of April and November, a rich stream of digital content and hundreds of events designed to deepen understanding of the plays. For every person a theatregoer sees on our stages, we have seven people working behind the scenes, some of the world’s most dedicated and experienced arts workers.

The Stratford Festival is committed to ongoing work to support equity, inclusion, anti-racism and anti-oppression in all areas of our work. These areas include play selection, casting, marketing and public relations efforts, education programs, production, design, recruitment of staff and volunteers, and the composition of the Board of Directors.

Why You Should Apply:

• Creative work environment     
• Paid operational shutdown in December, with flexibility of days being used at alternative times during the year
• Group Insurance Benefits
• Employer matched RRSP
• Employee Assistance Program to encourage work-life balance and strong mental health
• Complimentary & discounted ticket offers and events
• Employee discounts on merchandise and event space
• Being a part of the magic of live theatre!

Job Description

The IT Technician is responsible for providing first-level technical support for all incoming Help Desk requests, including both hardware and software issues, ensuring reliable and efficient IT operations. This role involves diagnosing and resolving technical issues, installing and maintaining hardware and peripherals, documenting processes, and managing help desk records, ensuring timely resolution of service requests and a high standard of customer service. 

Reporting to the Director of IT and Application Development, the IT Technician collaborates with System Administrators, internal departments, and end users to support organizational technology needs and maintain operational continuity. This position also contributes to special projects and continuous improvement initiatives, while ensuring adherence to established IT procedures and health and safety standards.

Responsibilities:

• Provide first-level technical support for all incoming Help Desk requests, responding to hardware and software issues in a timely and customer-focused manner. 
• Diagnose, troubleshoot, and resolve technical issues related to workstations, applications, printers, and network connectivity. 
• Communicate effectively with users to understand issues, provide updates, and ensure satisfactory resolution of service requests. 
• Escalate complex or unresolved issues to System Administrators in accordance with established procedures, ensuring appropriate documentation and follow-up. 
• Install, configure, and maintain client PCs, peripherals, and local/network printers. 
• Maintain and update Help Desk records, ensuring accurate tracking of incidents, resolutions, and system changes. 
• Document technical procedures, solutions, and processes to support knowledge sharing and continuous improvement. 
• Participate in special initiatives and IT projects as assigned by the Manager of IT. 
• Support the maintenance of a reliable and secure IT environment by following established policies, standards, and best practices.
• Adhere to the Stratford Festival Health & Safety Commitment and Procedures, and ensure that safe work practices and policies are supported and enforced within reporting structure.
• Perform other duties as assigned 

Minimum Qualifications:

• Post-secondary diploma program, typically a two year program, or equivalent, (i.e. Community college, Technical Institute or Trade School, etc.) in Information Technology, Computer Systems, Network Administration, or a related field; or an equivalent combination of education and relevant experience.
• 1 to 2 years of related experience
• Demonstrated experience providing first-level technical support for hardware, software, and network-related issues. 
• Working knowledge of Windows and/or macOS operating systems, Microsoft 365 applications, and common business software. 
• Experience installing, configuring, and maintaining workstations, peripherals, and printers. 
• Familiarity with Help Desk ticketing systems and IT service management practices (e.g., ticket tracking, escalation protocols, documentation). 
• Basic understanding of networking concepts (e.g., TCP/IP, VPN, Wi-Fi connectivity). 
• Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve technical issues efficiently. 
• Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users. 
• Strong organizational skills and attention to detail, including accurate documentation of issues and resolutions. 
• Ability to prioritize tasks, manage multiple requests, and work effectively under pressure. 
• Ability to work both independently and collaboratively within a team environment. 
• Experience working in a non-profit or arts environment is an asset.
• Valid Ontario Driver's License considered an asset.

Behavioural Competencies: 

• Problem-Solving: able to identify challenges, analyze root causes, and develop practical solutions.
• Communication: actively listen and effectively transmit and receive information
• Teamwork: readily work with others towards a shared goal, actively support teammates and recognize everyone’s contributions
• Analytical skills: gather relevant information, see patterns in data and make appropriate connections to enable informed decision-making

This full-time posting is for an existing vacancy located in Stratford, Ontario. This position requires the candidate to work onsite, with remote available when required. Regular work hours for this position are Monday to Friday, but may require the candidate to work holiday and weekend hours as scheduled.

Job Type: Full-Time

Annual Salary: $44,200 - $50,000

Application Deadline: Open Until Filled