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Company Name:
Calgary Women's Emergency Shelter
Approximate Salary:
Not Specified
Calgary, Alberta
Social Services
Position type:
Full Time
Experience level:
2 - 5 years
Education level:
Bachelor's Degree

IT Support Lead

The Calgary Women’s Emergency Shelter (CWES) is looking for an individual that believes change is possible, and will thrive in an environment that nurtures families impacted by violence and abuse. Working in a culture of respect and trust together we will build healthy families in our community.

Reporting directly to the Director of Business and Finance, the IT Support Lead will support the agency’s delivery of excellent client service by ensuring all information technology (IT), telephones, office equipment, and other technology/software are functioning in an effective manner in order to allow staff to provide their full attention to their clients/roles. This role will also provide backup to the Facilities Lead ensuring facilities, supplies, and records are ready and available for internal and external clients.

Duties and Responsibilities will include, but may not be limited to:

  • Ensure all office equipment is operational and handle requests for service (including to our external IT services provider) as quickly as possible.
  • Ensure technology in meeting spaces are always functional and available for use, including set up and take down of AV equipment.
  • Manage the inventory of audiovisual (AV) and related equipment, including utilizing a “sign-in/sign-out” process to track equipment.
  • Provide training and support as necessary in order to allow staff to utilize the AV equipment appropriately.
  • Set up office/work spaces IT/Phones, etc. for new and moving staff.
  • Triage IT requests.  Coordinate with onsite IT support consultants for equipment and software issues resolution, new employee set ups, and account changes/access. 
  • Installation, diagnosing, repairing, maintaining, upgrading, and documenting all user-based hardware and equipment to ensure optimal performance under the guidance of the IT consultants and within scope of skillset.  More complex situations will be referred to the IT consultants.
  • Provide general troubleshooting of PC's and business applications.
  • Track and update issues as they arise and follow through to resolution.  Communicate to staff when issues are resolved.
  • Provide onboarding/orientation to new employees.
  • Communicate IT updates, issues, resolutions, tips, etc. to staff.
  • Create and maintain technology procedures manual and assist in the documentation of business processes and business applications.
  • Provide end-user training when/where appropriate.
  • Participate on committees and in project work (e.g. roll outs of software updates) as required.
  • Plan and manage budgets in collaboration with agency managers and senior leadership.
  • Maintain all software/usage licenses.
  • Liaison with suppliers of office equipment (telecommunications, copiers, fax, etc.) to provide regular maintenance.
  • Cross train and provide back up to the Facilities Lead.
  • Other duties as assigned and approved by the Director of Business and Finance.

Backup Support to the Facilities Lead:

  • Oversee all aspects of building operations, including preventative maintenance, repairs, and improvements to the emergency shelter property, and work in conjunction with the property managers for the administration office building.  
  • Provide recommendations for improving operations and solving maintenance-related problems.
  • Supervise and monitor performance of service contractors, including maintenance, shelter security, and housekeeping.
  • Responsible for the emergency shelter property to be maintained and comply with codes and municipal bylaws.
  • Supervise the buildings, including common areas, to ensure security and safety of all staff, volunteers, and clients.
  • Maintain ongoing inventories of all facilities (e.g. light bulbs) and kitchen supplies, including establishing an ordering process to ensure priority and ongoing stock levels are in place.  
  • Schedule third party vendors as required for coffee supplies, offsite file storage/destruction, and office cleaners.
  • Administration of closed files systems including retrieval and return of files to storage areas and maintaining organized and tidy file storage rooms.   
  • Monitor and handle requests received from staff for facilities related issues and confirm completion of request through “reply all” return email.
  • Coordinate agency’s facilities, including:
    • work space needs at all current and future locations,
    • furniture and office equipment requirements, and
    • maintenance requirements.
  • Ensure meeting space is always ready – cleaned and well stocked with necessary supplies.
  • Do physical set up of office/work spaces for new/moving staff.  Ensure each space has appropriate office supplies for new staff.
  • Update and distribute floor maps.
  • Provide orientation to new staff on facilities requests, records management, and safety procedures (e.g. evacuation processes, review safety manual, etc.).  Maintain supporting documentation such as employee contact lists, orientation checklists, etc.
  • Handle general maintenance and repairs issues personally.
  • Conduct regular room inspections to ensure all required repair and maintenance work is completed in a timely fashion and within budget.
  • Participate on committees and in project work as required.
  • Other duties as assigned and approved by the Director of Business and Finance.


  • Post-secondary education in business management or other related field. Post-secondary education in computer science or information technology are not required but would be beneficial to the role.
  • Able to lift 30+ lbs, as necessary.


  • Minimum of two years of experience in a technology role, preferably in a non-for-profit environment. 
  • Experience with basic IT security and risk management.
  • Experience in a facilities role would be an asset.


  • Able to perform general IT, office equipment, and other technology maintenance and repairs.
  • Strong communication skills (oral and written) in English.  A second language would be an asset.
  • Outstanding presentation and listening skills.
  • Able to effectively communicate technical issues in lay terms for non-technical users.
  • Proven professionalism, excellent judgment, and the ability to use discretion and diplomacy while maintaining confidentiality, ethics, and Agency standards. 
  • Well-rounded knowledge of, and exceptional proficiency in, core Microsoft client applications, including Outlook, Word, Excel, Access, PowerPoint, Teams, Skype for Business, and OneNote.
  • Knowledge and experience with cloud-based applications.
  • Resiliency with the ability to adapt to changing priorities and deadlines.
  • Self-motivated with strong self-management ability is essential.
  • Experienced and enjoy working in a team environment.
  • Strong organizational skills with strengths in prioritization and efficiencies.
  • Keen attention to detail and strong work ethic. The ability to see the big picture and how the details fit in.
  • Drive to continuously learn and improve.
  • Strong trouble-shooting and problem solving skills.

Other Information

  • This position requires a valid driver’s license and use of a personal vehicle.  Mileage will be reimbursed.
  • A criminal records search and an intervention record check are conditions of employment.
  • In accordance with Canadian immigration requirements, priority will be given to Canadian citizens and permanent residents of Canada.
  • Occasional evening and weekend working hours are required.

CLOSE DATE: The position will remain open until filled.

The Calgary Women’s Emergency Shelter is committed to diversity and inclusion within its workforce, and encourages qualified candidates from all genders, religious, ethnic and social backgrounds to apply.

We thank all candidates for their interest, only those selected for an interview will be contacted.

We regret that we are unable to accept telephone inquiries.