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IT Support Specialist – Level 1

at Canadian Mental Health Association Peel Dufferin

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About the role

  • IT Support Specialist managing cloud and on-premises network for CMHA Peel Dufferin. Troubleshooting and resolving IT issues while providing professional user support at the agency.

Responsibilities

  • 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.

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

Job title

It Support

Job type

Full Time

Experience level

Mid levelSenior

Salary

CA$57,800 - CA$68,810 per year

Degree requirement

Associate's Degree

Tech skills

AzureCloudERP

Location requirements

HybridBramptonCanada

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