About the role
Salary Rate: $54,702 annually – Check out the YMCA’s total compensation package!
Location: 90 Eglinton Avenue East, Toronto
Work Hours: 37.5 hours weekly
Employment Type: Contract Full Time Salaried - 5 months
Number of Vacancies: 1 (existing vacancy)
Anticipated Start Date: April 27, 2026
Deadline to Apply: April 3, 2026 at 5:00 pm
**Be the Spark!**Join our passionate team and help us to achieve great things in our community! As part of the IT technical support team, the Technical Analyst I resolves hardware and software issues, deploys devices and applications, and provides clear, user-friendly support that enhances productivity. In collaboration with HR, Finance, Operations, and external vendors, the role anticipates needs, streamlines processes, and drives continuous improvement across the digital workplace. Key contributions include maintaining system reliability, automating tasks, and supporting cross-functional initiatives that strengthen digital services and advance the YMCA’s mission.
In this role, you will:
- Lead the end-to-end Service Desk experience by triaging and resolving Windows 10/11, M365, Active Directory, and network requests submitted by phone, chat, portal, or email, consistently meeting or exceeding SLA commitments while modeling YMCA hospitality.
- Mentor and coach colleagues and end users by delivering micro-trainings, onboarding sessions, and self-service knowledge articles that accelerate adoption of new tools, upgrades, and secure work practices.
- Safeguard uptime by participating in the 24×7 on-call rotation, responding to P1 incidents within target metrics, driving root-cause analysis, and documenting preventive actions that reduce recurrence.
- Provision and deploy end-user hardware and software for site launches, relocations, refreshes, and MAC (move/add/change) projects, teaming with senior engineers to support larger infrastructure rollouts.
- Automate and document repeatable tasks through Intune policies, PowerShell scripts, and Jira workflows, while maintaining accurate asset, license, and configuration data to enable a “shift-left” support model.
- Analyze and optimize Service Desk KPIs—queue health, resolution times, and customer-satisfaction trends—and propose process or tool enhancements that boost efficiency and service quality.
- Collaborate cross-functionally with IT, HR, and program teams to advance the YMCA’s digital-service vision by contributing technical insight and hands-on support to priority initiatives.
- Perform other duties as assigned.
What you need to succeed:
- Commitment to the YMCA’s Mission, Vision and Values
- Focus on the health, safety and wellbeing of all children, youth, and vulnerable people in YMCA programs including understanding legal and moral obligations related to reporting suspected child abuse to Child Protection Services
- YMCA Competencies: Accountable, Relationship-Builder, Improvement-Orientated, Team Player & Leader, Equity and Wellbeing Promoter
You bring:
- Post-secondary education in a related field (e.g., Information Technology) or equivalent experience; technical certifications such as Microsoft Certified: Endpoint Administrator Associate (or earned within 12 months) required.
- 1–2 years of experience in Service Desk or Technical Support within a hybrid Windows 10/11 and Microsoft 365 environment.
- Working knowledge of:
- Active Directory / Azure AD (passwords, groups)
- Windows Update rings / Intune or WSUS policies to meet patch-compliance targets
- Remote-assist suites (e.g., TeamViewer, Quick Assist, AnyDesk) for zero-touch troubleshooting
- Basic network troubleshooting (Wi-Fi, VPN, TCP/IP)
- Experience with ITSM tools, particularly Jira Service Management and Confluence, including maintaining asset and license records.
- Certifications such as ITIL 4 Foundation, CompTIA A+, Microsoft 365 or Azure Fundamentals are an asset.
- Scripting and automation skills (e.g., PowerShell) and experience with hardware diagnostics (SSD swaps, memory tests, firmware) across Dell/Lenovo devices are considered an asset.
- Strong written and verbal communication skills with the ability to translate technical information into plain language and produce clear, concise documentation.
- Proven ability to manage competing priorities, work independently, and thrive in rotating on-call duties, including nights, weekends, and site visits within the GTA.
- Valid G-class driver’s licence and access to a vehicle for occasional site visits.
- Proven well developed project management, planning and time management skills.
- Strong problem-solving skills and ability to seek solutions that meet diverse needs.
- Excellent attention to detail and accuracy.
- Strong written, verbal and presentation communication skills.
- Demonstrated ability to take initiative, work autonomously and remain flexible as plans change.
- Excellent understanding of diversity, inclusion and equity including the ability to identify and address barriers in recruitment practices, work effectively with diverse stakeholders, and integrate equity into program design.
Why work for the YMCA?
The YMCA of Greater Toronto is a charity that ignites the potential in people, helping them grow, lead, and give back to their communities. We are committed to helping our employees reach their full potential and are recognized as a great place to work. We offer meaningful jobs and the opportunity to make a difference in the lives of individuals and the health of our communities. See what you can expect from the YMCA here.
Joining the Y means contributing to over 170 years of providing opportunities for people to shine through programs and services, such as health and fitness, licensed child care, camps, employment and immigrant services, education and training, and services for youth, families, and seniors. Learn more in our 2025–2030 strategic plan, Greater Together, which outlines how we are focused on building communities where people feel healthier and more connected to their neighbours.
The YMCA of Greater Toronto is committed to Diversity, Equity, Inclusion and Belonging. We strive to remove barriers to employment and recognize that diverse staff who reflect the communities we work in enrich the experiences of our participants and our team. As an equal opportunity employer, we invite applications from all qualified candidates including racialized people/people of colour, Indigenous Peoples, disabled people/people with disabilities and members of 2SLGBTQIA+ communities.
If we can make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity so we can work with you to accommodate your needs.
In keeping with our commitment to safety and child protection, job offers are contingent on the successful completion of a Police Records Check. Within the first four months and every three years thereafter, a Vulnerable Police Records Check is required. Learn more about these checks here.
About YMCA of Greater Toronto
Everyone deserves a chance to shine.
That’s why the YMCA of Greater Toronto is committed to promoting equity and boosting well-being across the GTA — but as a charity, we don’t do it alone. When many think of the Y, a charity may not be the first thing that comes to mind — but our ability to ignite the potential in people and spark change for the better is only made possible by the loyalty of our participants, the generosity of our donors, and the dedication of our volunteers and staff.
Thanks to the breadth, quality, and inclusive nature of the services and programs we offer across our network of 500+ locations in the GTA, we attract a diverse and dynamic mix of participants and will never turn anyone away due to their financial circumstances. Many participate for life and many more choose to give back when they have the means, so that others can benefit from experiences like their own — experiences that can only be found at the Y.
Our focus on well-being means we help people thrive not only physically, but mentally and socially as well. We offer volunteering opportunities; safe spaces for teens; child care; camps; career guidance; employment services; support for immigrants; and a range of other services essential for individuals and communities to shine their brightest. No matter your needs or stage of life, when you join the Y community, you get to be part of something special.
Over our 170-year history, we’ve adapted to meet our communities’ most urgent needs. Today, these needs include mental health supports, affordable housing, accessible child care, help navigating our precarious labour market, and community for isolated older adults. By offering a safe destination where anyone can grow, lead, and give back, the Y has become both a beacon of inspiration and a trusted anchor of support driven by our knowledgeable, friendly, and caring volunteers and staff.
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About the role
Salary Rate: $54,702 annually – Check out the YMCA’s total compensation package!
Location: 90 Eglinton Avenue East, Toronto
Work Hours: 37.5 hours weekly
Employment Type: Contract Full Time Salaried - 5 months
Number of Vacancies: 1 (existing vacancy)
Anticipated Start Date: April 27, 2026
Deadline to Apply: April 3, 2026 at 5:00 pm
**Be the Spark!**Join our passionate team and help us to achieve great things in our community! As part of the IT technical support team, the Technical Analyst I resolves hardware and software issues, deploys devices and applications, and provides clear, user-friendly support that enhances productivity. In collaboration with HR, Finance, Operations, and external vendors, the role anticipates needs, streamlines processes, and drives continuous improvement across the digital workplace. Key contributions include maintaining system reliability, automating tasks, and supporting cross-functional initiatives that strengthen digital services and advance the YMCA’s mission.
In this role, you will:
- Lead the end-to-end Service Desk experience by triaging and resolving Windows 10/11, M365, Active Directory, and network requests submitted by phone, chat, portal, or email, consistently meeting or exceeding SLA commitments while modeling YMCA hospitality.
- Mentor and coach colleagues and end users by delivering micro-trainings, onboarding sessions, and self-service knowledge articles that accelerate adoption of new tools, upgrades, and secure work practices.
- Safeguard uptime by participating in the 24×7 on-call rotation, responding to P1 incidents within target metrics, driving root-cause analysis, and documenting preventive actions that reduce recurrence.
- Provision and deploy end-user hardware and software for site launches, relocations, refreshes, and MAC (move/add/change) projects, teaming with senior engineers to support larger infrastructure rollouts.
- Automate and document repeatable tasks through Intune policies, PowerShell scripts, and Jira workflows, while maintaining accurate asset, license, and configuration data to enable a “shift-left” support model.
- Analyze and optimize Service Desk KPIs—queue health, resolution times, and customer-satisfaction trends—and propose process or tool enhancements that boost efficiency and service quality.
- Collaborate cross-functionally with IT, HR, and program teams to advance the YMCA’s digital-service vision by contributing technical insight and hands-on support to priority initiatives.
- Perform other duties as assigned.
What you need to succeed:
- Commitment to the YMCA’s Mission, Vision and Values
- Focus on the health, safety and wellbeing of all children, youth, and vulnerable people in YMCA programs including understanding legal and moral obligations related to reporting suspected child abuse to Child Protection Services
- YMCA Competencies: Accountable, Relationship-Builder, Improvement-Orientated, Team Player & Leader, Equity and Wellbeing Promoter
You bring:
- Post-secondary education in a related field (e.g., Information Technology) or equivalent experience; technical certifications such as Microsoft Certified: Endpoint Administrator Associate (or earned within 12 months) required.
- 1–2 years of experience in Service Desk or Technical Support within a hybrid Windows 10/11 and Microsoft 365 environment.
- Working knowledge of:
- Active Directory / Azure AD (passwords, groups)
- Windows Update rings / Intune or WSUS policies to meet patch-compliance targets
- Remote-assist suites (e.g., TeamViewer, Quick Assist, AnyDesk) for zero-touch troubleshooting
- Basic network troubleshooting (Wi-Fi, VPN, TCP/IP)
- Experience with ITSM tools, particularly Jira Service Management and Confluence, including maintaining asset and license records.
- Certifications such as ITIL 4 Foundation, CompTIA A+, Microsoft 365 or Azure Fundamentals are an asset.
- Scripting and automation skills (e.g., PowerShell) and experience with hardware diagnostics (SSD swaps, memory tests, firmware) across Dell/Lenovo devices are considered an asset.
- Strong written and verbal communication skills with the ability to translate technical information into plain language and produce clear, concise documentation.
- Proven ability to manage competing priorities, work independently, and thrive in rotating on-call duties, including nights, weekends, and site visits within the GTA.
- Valid G-class driver’s licence and access to a vehicle for occasional site visits.
- Proven well developed project management, planning and time management skills.
- Strong problem-solving skills and ability to seek solutions that meet diverse needs.
- Excellent attention to detail and accuracy.
- Strong written, verbal and presentation communication skills.
- Demonstrated ability to take initiative, work autonomously and remain flexible as plans change.
- Excellent understanding of diversity, inclusion and equity including the ability to identify and address barriers in recruitment practices, work effectively with diverse stakeholders, and integrate equity into program design.
Why work for the YMCA?
The YMCA of Greater Toronto is a charity that ignites the potential in people, helping them grow, lead, and give back to their communities. We are committed to helping our employees reach their full potential and are recognized as a great place to work. We offer meaningful jobs and the opportunity to make a difference in the lives of individuals and the health of our communities. See what you can expect from the YMCA here.
Joining the Y means contributing to over 170 years of providing opportunities for people to shine through programs and services, such as health and fitness, licensed child care, camps, employment and immigrant services, education and training, and services for youth, families, and seniors. Learn more in our 2025–2030 strategic plan, Greater Together, which outlines how we are focused on building communities where people feel healthier and more connected to their neighbours.
The YMCA of Greater Toronto is committed to Diversity, Equity, Inclusion and Belonging. We strive to remove barriers to employment and recognize that diverse staff who reflect the communities we work in enrich the experiences of our participants and our team. As an equal opportunity employer, we invite applications from all qualified candidates including racialized people/people of colour, Indigenous Peoples, disabled people/people with disabilities and members of 2SLGBTQIA+ communities.
If we can make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity so we can work with you to accommodate your needs.
In keeping with our commitment to safety and child protection, job offers are contingent on the successful completion of a Police Records Check. Within the first four months and every three years thereafter, a Vulnerable Police Records Check is required. Learn more about these checks here.
About YMCA of Greater Toronto
Everyone deserves a chance to shine.
That’s why the YMCA of Greater Toronto is committed to promoting equity and boosting well-being across the GTA — but as a charity, we don’t do it alone. When many think of the Y, a charity may not be the first thing that comes to mind — but our ability to ignite the potential in people and spark change for the better is only made possible by the loyalty of our participants, the generosity of our donors, and the dedication of our volunteers and staff.
Thanks to the breadth, quality, and inclusive nature of the services and programs we offer across our network of 500+ locations in the GTA, we attract a diverse and dynamic mix of participants and will never turn anyone away due to their financial circumstances. Many participate for life and many more choose to give back when they have the means, so that others can benefit from experiences like their own — experiences that can only be found at the Y.
Our focus on well-being means we help people thrive not only physically, but mentally and socially as well. We offer volunteering opportunities; safe spaces for teens; child care; camps; career guidance; employment services; support for immigrants; and a range of other services essential for individuals and communities to shine their brightest. No matter your needs or stage of life, when you join the Y community, you get to be part of something special.
Over our 170-year history, we’ve adapted to meet our communities’ most urgent needs. Today, these needs include mental health supports, affordable housing, accessible child care, help navigating our precarious labour market, and community for isolated older adults. By offering a safe destination where anyone can grow, lead, and give back, the Y has become both a beacon of inspiration and a trusted anchor of support driven by our knowledgeable, friendly, and caring volunteers and staff.