IT Support Analyst - Toronto, Canada - SURREY PLACE

SURREY PLACE

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Program:
ICT
Status: Full Time Permanent (Hybrid)
Hours: 36.25 hours/ week

Date Posted:
March 21, 2024

Posting Close:
April 2, 2024

About Surrey Place

Surrey Place is a non-profit organization dedicated to assisting individuals of all ages with developmental disabilities, autism spectrum disorder, and visual impairments in the Toronto region and Northwestern Ontario. Our goal is to provide integrated services and inclusive support in a safe and welcoming environment. Operating on a family-centered approach, we prioritize the needs and well-being of our clients, families, and caregivers by empowering them with essential skills. We are committed to enhancing access to services and helping our clients navigate the complexities of the healthcare system. By offering opportunities for personal growth, building self-confidence and realizing full potential, Surrey Place aims to make a positive impact on the lives of those we serve.

Main Responsibilities:

Network, computer, and software troubleshooting as needed.
Develop and maintain all documentation pertaining to Service Desk responsibilities, including processes, guides, and self-help materials.
Diagnostic testing and repair of hardware; escalate issues to third-party vendors as required.
Provide guidance and technical support to staff, ensuring adherence to security, privacy, and IT protocols.
Manage hardware imaging and deployment to comply with security and privacy guidelines.
Update and enhance hardware images within imaging systems as necessary.
Facilitate employee onboarding and offboarding processes.
Oversee and manage IT hardware inventory (laptops, desktops, tablets, monitors, cell phones).
Maintain accurate records of assets in the asset management system.
Meet service level agreement targets and ensure positive client interactions with the service desk.
Fulfill additional duties as designated by the Director of Information and Communication Technology.

Qualifications:

Bachelor's degree or college diploma in Information Technology or a related field OR equivalent professional background.
3 years of hands-on experience in technical support, IT project participation within a team setting.
Proven track record of customer-facing roles in an ITIL framework.
Proficient in Mobile Device Management Technology.
Previous exposure to IT Management platforms like Connectwise, Automate, and Jira Service Desk.
Strong familiarity with Microsoft Office 365 products and services (Teams, SharePoint, Exchange).
Expertise in maintaining images in MDT/SCCM.
Prior experience supporting and implementing VOIP and/or SIP phone systems.
Proficient in Windows 10 Enterprise.
Demonstrated ability to thrive in a fast-paced environment with competing priorities.
Capable of independent work and effective time management.
Excellent analytical and problem-solving skills, with the capacity to communicate professionally across all organizational levels.
Proven dedication to high levels of customer service and adept at managing and prioritizing customer needs.
Must be capable of lifting devices and packages up to 40lbs and willing to make occasional visits to offices in the Greater Toronto Area.