IT Support Coordinator

Social Pinpoint and Consultation Manager are the market-leading digital community engagement and stakeholder relationship management platforms.

We help make communities stronger by enabling the best public engagement experiences between governments, organizations, and people (like you)!

Pioneers in digital engagement, we envision a future with strong communities built on trust and empowered by accessible and inclusive engagement.

We’re mission-driven, empowering our customers to connect with their communities to collectively create a better future for people and places.

We’re growing fast and building a world-class team!

About The Role

The IT Support Coordinator will hold a key position within the North American (NA) team for Social Pinpoint, reporting to the IT Manager in AU.

In this role, you will provide dedicated IT support to Social Pinpoint staff in NA, inclusive of HW and SW procurement, tech onboarding for new hires in the region, maintenance and support of HW / SW in region, security compliance, SW training, occasional client connectivity support questions, and troubleshooting all things IT while your Australian IT colleagues are sleeping.

Company Benefits

• Hybrid environment (Vancouver-based candidates) or fully remote
• Home office equipment expense claims
• Professional development reimbursement
• Extended health insurance
• Annual wellness reimbursement
• 4 weeks vacation leave for all employees
• 10 sick days, 2 floating holidays, and 13 statutory holidays per year
• Generous parental leave available to employees after 12 months
• 401(k) / RRSP with employer match (US and Canada)

Specific Responsibilities

IT Systems Administration

• Primary IT support for members of the North American staff of Social Pinpoint.
• Procure new devices and hardware for all NA staff.
• Help manage the configuration, deployment, and management of devices
• Manage user access and permissions to approved applications and systems, including user provisioning and deprovisioning.
• Tech onboarding for new hires in NA. This includes providing access to tutorials or help environments and training modules, as well as answering usage and support questions.
• Provide SW training to existing staff as needed.
• Monitor the systems, provide maintenance and troubleshoot any problems when they arise.
• Maintain excellent communication with Australian IT and Security team, providing regular feedback from NA with suggestions for improvements as you see fit.
• With Aussie team, work to improve or create Standard Operating Procedures related to our HW and SW environment.
• Maintain tech vendor contracts or relationships for any NA-only technology vendors (with support from NA MD and NA Finance Coordinator).
• Exercise independent judgment with minimal support.

Security & Compliance

• Help conduct regular security risk assessments and vulnerability assessments to identify and mitigate potential security threats and vulnerabilities.
• Collaborate with cross-functional teams to implement and enforce security controls, ensuring adherence to security policies and regulatory requirements.
• Help support security audits and assessments conducted by external auditors or regulatory bodies.
• Helping review and respond to security requirements from customers as part of tender process
• Prepare and deliver regular reports on security compliance status, including metrics, findings, and recommendations.
• Help maintain accurate documentation of security controls, processes, and procedures.
• Assist in the development and delivery of security awareness training and educational materials to promote a culture of security across the organisation.

Required Qualifications

• Minimum of 3 years IT Support experience, ideally in a SaaS business.
• Experience in IT systems administration, including user access management, device configuration, and troubleshooting.
• Familiarity with identify, access and device management tools such as MS Entra and Intune
• Familiarity with security and system monitoring tools such as MS Defender and Sentinel
• Knowledge of Microsoft Office 365 and Atlassian product suites required.
• Knowledge of Hubspot and Gainsight desired, but not required.
• Knowledge of security best practices, compliance frameworks (e.g., ISO 27001, SOC2), and data privacy regulations (e.g.

GDPR, CCPA) desired, but not required.

• Excellent communication skills with the ability to effectively collaborate with cross-functional teams.
• Strong analytical and problem-solving abilities.
• Understanding of security incident responses and disaster recovery planning is a plus.
• Must exhibit patience and respect. Everyone is hired to be great at something not everyone is hired to be great at using Microsoft (except you, you are hired exactly for that!).
• Well-organized self-starter, ability to work independently with minimal supervision.
• Ability to take initiative and suggest improvements or create processes that will benefit the organization.
• Credible authority you need to enforce security requirements and use of the approved tech stack at all levels of the organization, doing so kindly but firmly.
• Ability to take direction from a remote manager and local leadership (reports to IT Manager in Brisbane, AU but works closely with the NA MD and COO in NA).

The position can be fully remote but must be in the Pacific Time zone. Some preference for physical location near Vancouver, BC, Canada, where the company has an office for your use.

Interested in applying?

If this job sounds like a great fit, we'd LOVE to hear from you! Please take the first step in our recruitment process by completing a recorded, one-way video using myInterview software through the provided link.

Candidates who take this first step on their own will be highly considered! Access the interview here : https : / / myint.video / aheQcUY IM