Associate, Service Desk Specialist
Top Benefits
About the role
Why you’ll love working here:
- high-performance, people-focused culture
- our commitment that equity, diversity, and inclusion are fundamental to our work environment and business success, which helps employees feel valued and empowered to be their authentic selves
- learning and development initiatives, including workshops, Speaker Series events and access to LinkedIn Learning, that support employees’ career growth
- membership in HOOPP’s world class defined benefit pension plan, which can serve as an important part of your retirement security
- competitive, 100% company-paid extended health and dental benefits for permanent employees, including coverage supporting our team's diversity and mental health (e.g., gender affirmation, fertility and drug treatment, psychological support benefits of $2,500 per year, parental leave top-up, and a health spending account).
- optional post-retirement health and dental benefits subsidized at 50%
- yoga classes, meditation workshops, nutritional consultations, and wellness seminars
- the opportunity to make a difference and help take care of those who care for us, by providing a financially secure retirement for Ontario healthcare workers
Job Summary
As an Associate Service Desk Specialist at HOOPP, you will be part of a dynamic and client-focused IT team dedicated to delivering exceptional end-user support.
Based at our 1 York office in Toronto, this role is well-suited for individuals with a passion for technology, strong interpersonal skills, and a desire to grow their career in IT. You will be the first point of contact for internal staff when they have trouble with their technology, helping resolve technical issues, fulfill service requests, and contribute to continuous improvement initiatives. Our team values collaboration, learning, and delivering a white-glove support experience that empowers our colleagues to work efficiently and securely.
What You Will Do:
- Provide onsite and remote support for end-user IT issues and requests across Windows 11, and iOS environments.
- Monitor ticket intake via phone, walkup, email and self-serve queues and respond to incidents and service requests using ServiceNow.
- Troubleshoot hardware, software, and access-related issues across a variety of devices including laptops, desktops, mobile phones, printers, and corporate telephony systems.
- Troubleshoot and administer Active Directory objects for users, computers, and groups.
- Support client in their use of Office 365 productivity applications and administrative tools.
- Build and deploy devices using Intune mobile device management and Azure virtual machine console.
- Provide support for RSA Secure Tokens and Microsoft Authenticator setup and troubleshooting.
- Document all support activities, resolutions, and client interactions in ServiceNow and Azure DevOps.
- Support onboarding and offboarding processes, including hardware setup, access provisioning.
- Maintain and update the team’s knowledge base with relevant support documentation.
- Collaborate with other IT teams, specialists, and vendors to resolve complex issues.
- Ensure compliance with HOOPP’s Access Control Policy and assist with audit-related tasks.
- Participate in team ceremonies such as daily standups, retrospectives, and planning sessions.
- Contribute to IT and business initiatives aimed at improving the end-user experience.
- Participate in the off-hours on-call rotation.
What You Bring:
- Strong customer service skills; experience in a help desk or technical support role is an asset.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Demonstrated ability to analyze issues thoughtfully and develop effective, practical solutions.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- A collaborative mindset and eagerness to learn from peers.
- Familiarity with ticketing systems such as ServiceNow.
- Strong experience supporting and troubleshooting Windows 11 and iOS devices and configuration. Experience with MacOS is an asset.
- Working knowledge of Active Directory administration.
- Exposure to Office 365 applications and administrative tools.
- Understanding of authentication tools such as RSA Secure Token and Microsoft Authenticator.
- Basic knowledge of corporate telephony systems and printer management.
- Experience or familiarity with Intune, Azure virtual machines, and SCCM is beneficial.
- Post-secondary education in Information Technology, Computer Science, or a related field is preferred.
- Certifications such as CompTIA A+, ITIL, or Microsoft Fundamentals are an asset.
About HOOPP (Healthcare of Ontario Pension Plan)
Established in 1960, the Healthcare of Ontario Pension Plan (HOOPP) is a multi-employer defined benefit pension plan for Ontario's hospital and community-based healthcare sector. We serve more than 460,000 members who provide valued healthcare services at more than 670 employers across the province. At HOOPP, we exist to provide a stable and reliable pension for our members that starts in retirement and is paid for life. As one of Canada's largest and most respected pension plans, HOOPP's net assets reached $112.6 billion at the end of 2023 and our funded status remained strong at 115%. HOOPP's core values - professional, accountable, collaborative, compassionate and trustworthy - guide our every interaction with our members, employers and employees.
We've become one of Canada's leading pension plans by consistently challenging ourselves and embracing innovation. From our unique investment management approach to our innovative technology and thought-provoking research, we constantly seek to push the boundaries, and we do this by hiring passionate, forward-thinking people. Our high-performance culture, which spans our head office in Toronto and our office in London (UK), is founded on collaboration, respect and belonging. HOOPP is an equal opportunity employer and we're proud of our diversity. We select applicants for employment solely on the basis of their qualifications. Should you require accommodation because of a disability during the recruitment and selection process, please contact our Human Resources team. We will be happy to consult with you so that arrangements can be made for reasonable accommodation.
Associate, Service Desk Specialist
Top Benefits
About the role
Why you’ll love working here:
- high-performance, people-focused culture
- our commitment that equity, diversity, and inclusion are fundamental to our work environment and business success, which helps employees feel valued and empowered to be their authentic selves
- learning and development initiatives, including workshops, Speaker Series events and access to LinkedIn Learning, that support employees’ career growth
- membership in HOOPP’s world class defined benefit pension plan, which can serve as an important part of your retirement security
- competitive, 100% company-paid extended health and dental benefits for permanent employees, including coverage supporting our team's diversity and mental health (e.g., gender affirmation, fertility and drug treatment, psychological support benefits of $2,500 per year, parental leave top-up, and a health spending account).
- optional post-retirement health and dental benefits subsidized at 50%
- yoga classes, meditation workshops, nutritional consultations, and wellness seminars
- the opportunity to make a difference and help take care of those who care for us, by providing a financially secure retirement for Ontario healthcare workers
Job Summary
As an Associate Service Desk Specialist at HOOPP, you will be part of a dynamic and client-focused IT team dedicated to delivering exceptional end-user support.
Based at our 1 York office in Toronto, this role is well-suited for individuals with a passion for technology, strong interpersonal skills, and a desire to grow their career in IT. You will be the first point of contact for internal staff when they have trouble with their technology, helping resolve technical issues, fulfill service requests, and contribute to continuous improvement initiatives. Our team values collaboration, learning, and delivering a white-glove support experience that empowers our colleagues to work efficiently and securely.
What You Will Do:
- Provide onsite and remote support for end-user IT issues and requests across Windows 11, and iOS environments.
- Monitor ticket intake via phone, walkup, email and self-serve queues and respond to incidents and service requests using ServiceNow.
- Troubleshoot hardware, software, and access-related issues across a variety of devices including laptops, desktops, mobile phones, printers, and corporate telephony systems.
- Troubleshoot and administer Active Directory objects for users, computers, and groups.
- Support client in their use of Office 365 productivity applications and administrative tools.
- Build and deploy devices using Intune mobile device management and Azure virtual machine console.
- Provide support for RSA Secure Tokens and Microsoft Authenticator setup and troubleshooting.
- Document all support activities, resolutions, and client interactions in ServiceNow and Azure DevOps.
- Support onboarding and offboarding processes, including hardware setup, access provisioning.
- Maintain and update the team’s knowledge base with relevant support documentation.
- Collaborate with other IT teams, specialists, and vendors to resolve complex issues.
- Ensure compliance with HOOPP’s Access Control Policy and assist with audit-related tasks.
- Participate in team ceremonies such as daily standups, retrospectives, and planning sessions.
- Contribute to IT and business initiatives aimed at improving the end-user experience.
- Participate in the off-hours on-call rotation.
What You Bring:
- Strong customer service skills; experience in a help desk or technical support role is an asset.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Demonstrated ability to analyze issues thoughtfully and develop effective, practical solutions.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- A collaborative mindset and eagerness to learn from peers.
- Familiarity with ticketing systems such as ServiceNow.
- Strong experience supporting and troubleshooting Windows 11 and iOS devices and configuration. Experience with MacOS is an asset.
- Working knowledge of Active Directory administration.
- Exposure to Office 365 applications and administrative tools.
- Understanding of authentication tools such as RSA Secure Token and Microsoft Authenticator.
- Basic knowledge of corporate telephony systems and printer management.
- Experience or familiarity with Intune, Azure virtual machines, and SCCM is beneficial.
- Post-secondary education in Information Technology, Computer Science, or a related field is preferred.
- Certifications such as CompTIA A+, ITIL, or Microsoft Fundamentals are an asset.
About HOOPP (Healthcare of Ontario Pension Plan)
Established in 1960, the Healthcare of Ontario Pension Plan (HOOPP) is a multi-employer defined benefit pension plan for Ontario's hospital and community-based healthcare sector. We serve more than 460,000 members who provide valued healthcare services at more than 670 employers across the province. At HOOPP, we exist to provide a stable and reliable pension for our members that starts in retirement and is paid for life. As one of Canada's largest and most respected pension plans, HOOPP's net assets reached $112.6 billion at the end of 2023 and our funded status remained strong at 115%. HOOPP's core values - professional, accountable, collaborative, compassionate and trustworthy - guide our every interaction with our members, employers and employees.
We've become one of Canada's leading pension plans by consistently challenging ourselves and embracing innovation. From our unique investment management approach to our innovative technology and thought-provoking research, we constantly seek to push the boundaries, and we do this by hiring passionate, forward-thinking people. Our high-performance culture, which spans our head office in Toronto and our office in London (UK), is founded on collaboration, respect and belonging. HOOPP is an equal opportunity employer and we're proud of our diversity. We select applicants for employment solely on the basis of their qualifications. Should you require accommodation because of a disability during the recruitment and selection process, please contact our Human Resources team. We will be happy to consult with you so that arrangements can be made for reasonable accommodation.