OVERVIEW:
Community Living Toronto, one of the largest agencies of its kind in North America, is a dynamic, innovative organization committed to a vision of promoting a welcoming community. As a leader in the field, Community Living Toronto offers supports to over 6,000 individuals within an intellectual disability as well as support to their families, including residential and day support, assistance with employment, community support, early childhood services and respite.

QUALIFICATIONS:

Bachelor’s degree or College diploma related to Information Management, Statistics, Computer Science, Engineering or equivalent combination of education and training. Three years of experience in IT support or a related, inclusive of providing support in a tiered environment for service escalation. Excellent customer service skills and ability to build relationships. Thorough knowledge of Microsoft Office 365 stack, Windows 10, Android OS, and Apple products and support. Experience using Service Now or similar ticketing programs. Experience with Unified Endpoint/MDM management system, Windows Server environment, Active Directory, and/or LDAP. VMware Workspace One experience considered an asset. Ability to process information with high levels of accuracy and detail. Written and verbal communication skills to respond to end-user inquiries and document service requests. Strong problem-solving and critical thinking skills; ability to troubleshoot to root cause. Demonstrated organizational and time management skills; able to multi-task, handle multiple priorities, and meet established timelines.

JOB SUMMARY:

The Help Desk Analyst Level 2 is responsible for responding to escalated IT queries and requests for technical assistance to end users via telephone, email, in person and/or via the ticketing system. Performs troubleshooting and information gathering for all requests, determines the best solution based on the issue and details provided by the end users, and escalates unresolved issues to the next level of support.

RESPONSIBILITIES:

• Provides support to Help Desk Analyst Level 1 and end users for a variety of technical issues, ensuring timely resolution of IT requests by prioritizing, monitoring, and handling tickets from open to close, following standard operating procedures to escalate service requests and incidents as appropriate, and documenting resolutions.
• Responds to escalated IT incidents and service requests; follows established procedures to provide an accurate description of the problem resolution.
• Troubleshoots difficult technical issues related to end user devices printers, computer peripheral devices and telecommunication devices.
• Resolves issues with the Windows operating system, Microsoft Office software and other software products. Hardware and Software Deployment and Training
• Completes new setups, including both software and hardware installations; assembles, disassembles, and/or moves equipment as required.
• Tests purchased or custom developed software thoroughly; provides feedback as requested. Asset Management
• Responsible for maintenance of overall inventory, including computer hardware, software, and peripherals such as printers, telephones and other office technology.
• Assists with routine and preventive maintenance tasks on servers and workstations.

Job Types: Full-time, Permanent

Pay: From $60,566.00 per year

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Paid time off
• Vision care
• Wellness program

Schedule:

• Monday to Friday

Experience:

• IT support: 3 years (required)

Licence/Certification:

• CompTIA A+ (preferred)

Work Location: Hybrid remote in Toronto, ON M5R 2S7