LOCATION: Toronto, ON

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

POSTING CLOSING DATE: October 8, 2025

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 Information Technology Support Specialist provides hands-on support across multiple IT functions, including service desk operations, infrastructure, and program support. 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 mentorship.

KEY RESPONSIBILITIES:

• Be the primary escalation point for the IT Service Desk staff

• 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. SQL databases, and backup systems.

• 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.

• Contribute to the development of long-term IT infrastructure and service delivery plans aligned with organizational goals.

• Contribute to IT budget planning, cost optimization, and vendor contract negotiations.

• Ensure compliance with internal IT policies, data governance, and external regulatory requirements (e.g., PIPEDA, HIPAA).

• Identify and mitigate IT risks, including cybersecurity threats and operational vulnerabilities.

• Lead change management efforts for new technology rollouts, ensuring staff adoption and minimal disruption.

• Act as a key liaison between IT and business units to align technology initiatives with operational needs.

• Research and pilot emerging technologies (AI tools, automation platforms, cloud services) to improve efficiency.

• Lead initiatives to streamline workflows, reduce manual tasks, and improve service desk performance metrics.

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.

• Proficiency in remote access technologies (VPN, RDS) and network protocols (TCP/IP, DNS, DHCP).

• Experience with mobile device management technologies (Intune) and iPhone support antivirus tools and investigating cyber security threats and events.

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

• Strong documentation and training development skills.

• A valid Ontario G-class driver’s license, access to reliable transportation, and active insurance are preferred. Candidates must be able and willing to travel to multiple office locations across the Greater Toronto Area as needed.

• Strong communication and 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.

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 October 8, 2025.

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.