IT Support / Helpdesk Specialist - Children's Aid Society of Stormont, Dundas & Glengarry

The IT Support / Help Desk Specialist’s role is to ensure consistent computer, cell phone and network operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user and deployment requests. Problem resolution may involve the use of diagnostic and request tracking tools and will frequently require that the individual give in-person, hands-on help at the desktop level.

View full job description on our Careers page.

Major Job Responsibilities

• Field incoming help requests from end users via ticket system, telephone and e-mail in a courteous manner.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Prioritize problem resolutions and escalate issues as required to the appropriately experienced team member, vendor and/or management.
• Document and track all computer related support activities utilizing the in-house tracking system.
• Alert management to emerging trends in incidents and areas of potential concern to the agency.
• Provide audio / video support to the respective conference rooms and management events.
• Develop and maintain help sheets and FAQ lists for end users.
• Compile and maintain an inventory of all laptops/tablets, peripherals, software installs/licenses, and other components and equipment.
• Ability to assist team with all other IT related support activities such as network, remote connectivity, telephony and voicemails, printers, tablets, cellular phones, software, and asset rollouts etc.

Knowledge and Skills & Competencies

• Exceptional interpersonal skills, with a focus on customer satisfaction.
• Knowledge of computer hardware, including imaging process and/or Autopilot.
• Experience with desktop and server operating systems, including Active Directory.
• Extensive application support experience with Microsoft Office 365 suite of tools.
• Working knowledge of a range of diagnostic utilities.
• Proficiency with network hardware/software.
• Thorough experience with iPhone support via Meraki or other MDM systems is an asset.
• Experience with audio/visual conferencing systems is also an asset.
• The ability to create and present ideas in user-friendly language, developing and formatting documentation and forms.
• The ability to conduct research into a wide range of computing issues as required.
• The ability to absorb and retain information quickly.
• Highly self-motivated and organized with a drive for improvement.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• The ability to lift and transport moderately heavy objects, such as computers and peripherals.
• Overtime may be required on occasion for IT maintenance and or upgrade of systems.
• French language is considered an asset.
• Occasional vendors/suppliers visit might be required.

Qualifications

• College diploma or university degree in the field of computer science and/or 3 to 5 years equivalent work experience
• Possession of a valid driver’s license and insured vehicle to use for work purposes.
• Preference will be given to those who identify as First Nations, Inuit and Métis; African Canadian/Black heritage; or other racially marginalized persons who meet the educational requirements, skills and competencies or who have equivalent education and experience.
• As a requirement of employment, all applicants must have a Canadian Social Insurance Number.

Salary

• Salary range $50,766 - $64,984 or $58,489 - $78,072, commensurate with education and experience

APPLICATION INSTRUCTIONS

Apply online through our Careers page.

We thank all interested applicants; however, only qualified applicants will be contacted for an interview.

Employment Equity

CAS SDG values building a workforce that is reflective of the diversity in our community and strongly encourages applications from all qualified individuals, especially those who can provide perspectives and contribute to a further diversification of ideas. Please indicate in the application process should you identify as First Nations, Inuit and Métis; African-Canadian/Black heritage; or if you are a member of another racialized or otherwise marginalized group.

AODA

We comply with the AODA (Accessibility for Ontarians with Disabilities Act). If you require accommodation at any time throughout the application process, or if this information is required in an accessible format, please contact us.