EC
Enterprise Architect guiding EDC’s digital strategies, roadmaps, governance, and target architectures. Shaping technology transformation that helps Canadian businesses succeed globally.
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IT Support Specialist – Level 1
Posted 5 months ago
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
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