IT Support Specialist

About 3606kids

3606kids is a key community organization serving York Region for over 35 years, dedicated to supporting unhoused and marginalized youth and families. Through a comprehensive continuum of care, the agency offers vital programs and services to ensure the safety and well-being of youth, including stable housing matched with wraparound supports.

Role Summary

This position reports directly to the Director of Finance and Administration and is focused on delivering efficient IT support operations. The role involves hands-on technical support and active collaboration with third-party providers to maintain a secure and functional technological environment for the organization.

Key Duties and Responsibilities

• Provide Level 1 technical support by addressing internal staff support requests and escalate complex problems to external vendors when necessary.
• Conduct hardware diagnostics and repair efforts or escalate to appropriate third parties as required.
• Assist employees with technology-related issues, ensuring adherence to IT security, privacy, and organizational policies.
• Work closely with third-party network and help desk services to troubleshoot issues related to networks, computer systems, and software.
• Manage employee onboarding and offboarding processes involving IT systems.
• Create, modify, or deactivate user accounts and permissions per security guidelines.
• Maintain and update endpoint operating systems including patch management and asset inventory accuracy.
• Procure and keep inventory of IT hardware such as laptops, desktops, tablets, monitors, and mobile devices.
• Ensure asset records are regularly updated within the asset management system.
• Meet service level agreements (SLAs) and ensure positive client satisfaction with support interactions.
• Detect frequent technical issues and propose enhancements for improving service efficiency and reducing repeat requests.
• Collaborate with third-party vendors to maintain thorough Service Desk documentation including processes and self-help guides.
• Support cybersecurity controls by enforcing multi-factor authentication (MFA), endpoint protection, vulnerability management, and promoting security awareness.
• Perform other duties assigned by the Director of Finance and Administration.

Qualifications and Experience

• Bachelor's degree, college diploma in Information Technology or a similar discipline, or equivalent professional experience.
• Minimum of three years providing technical support within a team and involvement in IT projects.
• Experience working in an ITIL framework, preferably in customer-facing IT support roles.
• Hands-on experience supporting Microsoft Cloud environments including Office 365 and Azure.
• Prior involvement in supporting and implementing VOIP or SIP phone systems.
• Capable of working in a dynamic environment balancing multiple demands effectively.
• Experience managing relationships and coordination with third-party vendors.
• Proven ability to work independently and prioritize tasks efficiently.
• Strong analytical and communication skills to engage professionally with employees at all organizational levels.
• Solid customer service mindset with abilities to handle and prioritize client needs effectively.
• Physical ability to lift equipment and packages up to 40 pounds and willingness to occasionally travel to offices within the Greater Toronto Area.
• Possession of a vehicle is strongly preferred.
• French language skills, both written and spoken, are considered an asset.

Commitment to Diversity and Inclusion

3606kids values equity, diversity, and inclusion and encourages applications from candidates representing Indigenous peoples, Black and racialized communities, 2SLGBTQ+ individuals, people with disabilities, and those with lived experience of homelessness. The organization is dedicated to creating accessible hiring processes and accommodating applicants in compliance with relevant human rights legislation.

Additional Information

This vacancy is an immediate opening. Candidates will be reviewed as applications arrive. Only shortlisted applicants will be contacted. The organization does not use artificial intelligence in hiring and ensures all decisions are made by human recruiters.