IT Support Specialist – Level 1

Role Overview

• Manage all hardware and software necessary to support CMHA Peel Dufferin’s WAN/LAN infrastructure.
• This includes: All staff devices, and organizational telephony systems, servers, workstations, network equipment, printers, scanning devices, and security cameras
• Maintain and upgrade the OS version and patching for all servers, workstations and network equipment including anti-virus software, anti-SPAM, and backup applications
• Troubleshoot, resolve and document IT tickets in a timely manner. This includes:
• Responding to user requests
• Escalating issues as required
• Resolving technical inquiries and issues
• Updating and closing tickets upon completion
• Maintain various IT records, databases, documentation and diagrams with a focus on the retention of accurate and up-to-date records
• Manage routine server and database backup processes to ensure recoverability
• Deploy IT equipment and inventory to new and existing employees, in accordance with business needs. This includes:
• Laptop imaging and setup
• Phone deployment and setup
• Update databases/documents with appropriate asset tracking information
• Create and manage employee user accounts for various corporate systems such as email, network ID etc.
• Interact in a professional manner with staff, vendors, contractors and others engaged in CMHA Peel Dufferin’s activities
• Work with the IT team to facilitate deployments of new hardware, software, services and upgrades to the IT infrastructure and resolve any technical or scheduling difficulties that arise
• Provide in-office, remote, and at-home customer support to all CMHA Peel Dufferin staff
• This posting description indicates the key responsibilities and core functions of the position. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities.

Requirements

• Post-secondary education in Information systems required (e.g. College diploma in Information Technology, Network Administrator, Computer Hardware and Software solutions, or equivalent)
• Minimum 5 years of work experience with Hardware, WAN and LAN and mobile work solutions for small to medium sized organizations.
• Experience in not-for-profit or health care environment is an asset.
• Technical knowledge in Microsoft technology platforms including Microsoft 365, Windows, and the Azure cloud platform
• Knowledge of software patching and software upgrading concepts
• Excellent knowledge of PC, OS, software and networking troubleshooting
• Experience with Microsoft Surface Tablets and Books is required
• Excellent knowledge of Apple iPhones and iPads is required
• Ability to describe IT situations, alternatives and recommendations in readily understood non-technical language
• Excellent technical foundation including LAN/WAN, telecommunications, ERP, CRM, databases and web applications
• Excellent verbal communication skills and interpersonal skills with a positive client service attitude towards end users.
• Strong interpersonal skills with proven ability to approach, listen, build trust, and communicate across diverse cultures and intersectionality.
• Willingness to continually improve understanding around cultural competence.
• Openness to operate from an anti-racist, anti-oppressive, 2SLGBTQ+ affirming and intersectional framework.
• Willingness to learn and apply practical understanding of different elements of diversity, such as gender identity/expression, race/cultural background, religion, sexual orientation, disability, immigration and precarious status, family status, etc.
• Fluency in a second language, including ASL (American Sign Language) is considered an asset.
• Valid Canadian driver’s license and access to an insured automobile in good repair is required.
• A satisfactory Vulnerable Sector Screening (Police Check) report.

Tech Stack

• Azure
• Cloud
• ERP

Benefits

• 4 weeks accrued vacation
• Up to 18 paid sick days accrued per year, plus 2 flexible days each year
• HOOPP Pension Plan
• Ongoing professional development plus $250 annual funding for continuing education and certifications
• $350 annual allowance to invest in achieving your personal wellness goals
• Participation in organizational pay for performance incentive program