LOCATION: Toronto, ON

POSITION TYPE: Regular, Full-time (37.5 hours/week)

POSTING CLOSING DATE: January 21, 2026

SALARY RANGE: $73,224- $79,272

Lumenus Community Services is committed to diversity, equity and inclusion. We value a recruitment and selection process that is inclusive and barrier-free, and we encourage applications from all individuals including, but not limited to, all cultures, religions, racialized communities, abilities, sexual orientations, and gender identities and expressions.

The Senior IT Support Specialist provides strategic and hands-on support across multiple IT functions, including service desk operations, infrastructure management, and program support. Practical and demonstratable experience with the administration of SharePoint Communication Sites is a must. This role ensures the smooth operation of IT systems and leads initiatives for continuous improvement, modernization, and cross-functional collaboration. Working closely with end-users, IT teams, and external vendors, the specialist delivers high-quality service and technical leadership. The ability and willingness to mentor junior helpdesk staff is an absolute must to be successful in this position.

KEY RESPONSIBILITIES:

• Provide Level 1 to 3 technical support across hardware, software, and network systems.

• Be the primary escalation point for Junior IT Support Staff and Interns.

• Lead full-cycle IT ticket resolution and preventive maintenance tasks.

• Collaborate with end-users and IT teams to resolve incidents and implement improvements.

• Perform onboarding/offboarding including hardware provisioning, account setup, and asset recovery.

• Maintain inventory of IT assets and manage software licensing compliance.

• Administer user, computer, and resource accounts including permissions and mobile device setup.

• Install, configure, and maintain end-user hardware, software, and peripherals.

• Administer Microsoft 365 and Active Directory.

• Administer SharePoint Communications Sites on M365 including implementation participation.

• Ensure team adherence to security procedures and protocols.

• Develop and maintain IT documentation, SOPs, user manuals, and knowledge base articles.

• Provide training and guidance on new technologies and systems.

• Support enterprise IT modernization projects including cybersecurity, Windows upgrades, and infrastructure enhancements.

• Conduct research into emerging technologies and recommend innovative solutions.

SOFT SKILLS

• Strong communication skills both written and verbal.

• Customer service orientation.

• Ability to handle high call volumes and multitask effectively.

• Empathy and patience when assisting users.

• Leadership and mentoring capabilities.

• Analytical mindset and problem-solving skills.

• Ability to work independently and collaboratively across teams.

• Attention to detail and commitment to documentation.

QUALIFICATIONS:

• Technology or Business related degree/diploma and/or certification from a recognized post-secondary institution.

• Microsoft Azure certification required to properly modify settings in Microsoft Entra when required within the scope provided by the System Administrator

• Minimum 5 years’ experience in hands-on, desk side IT support and infrastructure management.

• Experience supporting Microsoft environments including Microsoft 365, Active Directory, and Windows Server.

• Direct, on-the-job experience administration experience with Microsoft SharePoint Communications sites. Design and implementation experience and/or certifications are an asset.

• Proficiency in remote access technology troubleshooting (VPN, RDS).

• Experience with mobile technologies (iOS, Intune, Apple Business Manager)

• Security & antivirus tools and troubleshooting security alerts and threats.

• Strong documentation and training development skills.

• Valid G license, reliable transportation, and insurance (if applicable).

• Able and willing to visit multiple office locations throughout the Greater Toronto Area as required.

• Experience in IT modernization projects such as cybersecurity and infrastructure upgrades.

TO APPLY: Interested applicants are invited to visit our website at https://lumenus.ca/careers/ and submit their cover letter and resume through our Career Centre on or before January 23, 2026.

We ask applicants to make any accommodation requests for the interview or selection process known in advance by contacting the Human Resources Department. Human Resources will work together with the hiring committee to arrange reasonable and appropriate accommodation for the selection process which will enable you to be assessed in a fair and equitable manner.