6-Month Contract - IT Support / Help Desk Specialist

Avanti Software Inc.; Canada; On-site; CAD 59,000 - 69,000; Full time

Job summary

Children's Aid Society of SDG in Canada seeks a 6-month IT Support / Help Desk Specialist to ensure smooth desktop, mobile, and network operations on site.

You will manage end-user requests via phone, email, and ticketing, perform hands-on fixes, document activities, and support AV setup for meetings.

Qualifications

• College diploma or 1–3 years of relevant IT support experience.
• Valid driver’s license and insured vehicle.
• Canadian SIN is required.

Responsibilities

• Field incoming help requests from end users via ticket system, telephone and e‑mail.
• Perform hands-on fixes at the desktop level, including software installs and hardware upgrades.
• Prioritize resolutions and escalate when needed.
• Document and track all support activities in the ticketing system.
• Provide audio/video support for conference rooms and events.
• Develop and maintain help sheets and FAQs.

Skills

Customer service

Active Directory

Office 365 support

Problem solving

Education

College diploma in Computer Science

Tools

Meraki

MDM systems

Ticketing systems

Job description

6-Month Contract - IT Support / Help Desk Specialist

Major Responsibilities

The IT Support / Help Desk Specialist's role is to ensure consistent computer, cell phone and network operation so that end users can accomplish business tasks. This includes receiving, priorizing, documenting, and actively resolving end user and deployment requests. Problem solving may involve the use of diagnostic and request tracking tools and will frequently require that the individual give in-person, hands‑on help at the desktop level. This is an on‑site position.

• Field incoming help requests from end users via ticket system, telephone and e‑mail in a courteous manner.
• Perform hands‑on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Prioritize problem resolutions and elevate issues as required to the appropriately experienced team member, vendor and/or management.
• Document and track all computer related support activities utilizing the in‑house tracking system.
• Alert management to emerging trends in incidents and areas of potential concern to the agency.
• Provide audio / video support to the respective conference rooms and management events.
• Develop and maintain help sheets and FAQ lists for end users.
• Compile and maintain an inventory of all laptops/tablets, peripherals, software installs/licenses, and other components and equipment.
• Ability to assist team with all other IT related support activities such as network, remote connectivity, telephony and voicemails, printers, tablets, cellular phones, software, and asset rollouts etc.

Knowledge and Skills Required

• Exceptional interpersonal skills, with a focus on customer satisfaction.
• Knowledge of computer hardware, including imaging process and/or Autopilot.
• Experience with desktop and server operating systems, including Active Directory.
• Extensive application support experience with Microsoft Office 365 suite of tools.
• Working knowledge of a range of diagnostic utilities.
• Proficiency with network hardware/software.
• Thorough experience with iPhone support via Meraki or other MDM systems is an asset.
• Experience with audio/visual conferencing systems is also an asset.
• The ability to create and present ideas in user‑friendly language, developing and formatting documentation and forms.
• The ability to conduct research into a wide range of computing issues as required.
• The ability to absorb and retain information quickly.
• Highly self‑motivated and organized with a drive for improvement.
• Keen attention to detail.
• Proven analytical and problem‑solving abilities.
• Ability to effectively prioritize and execute tasks in a high‑pressure environment.
• Experience working in a team‑oriented, collaborative environment.
• The ability to lift and transport moderately heavy objects, such as computers and peripherals.
• Overtime may be required on occasion for IT maintenance and or upgrade of systems.
• French language is considered an asset.
• Occasional vendors/suppliers visit might be required.

Qualifications

• College diploma or university degree in the field of computer science and/or 1 to 3 years equivalent work experience
• Possession of a valid driver’s license and insured vehicle to use for work purposes.
• As a requirement of employment, all applicants must have a Canadian Social Insurance Number.

Salary range is $58,692.00 to $68,935.00 commensurate with education and experience.

Employment Equity

CAS SDG values building a workforce that is reflective of the diversity in our community and strongly encourages applications from all qualified individuals, especially those who can provide perspectives and contribute to a further diversification of ideas. Please indicate in the application process should you identify as First Nations, Inuit and Métis; African-Canadian/Black heritage; or if you are a member of another racialized or otherwise marginalized group.

AODA

We comply with the AODA (Accessibility for Ontarians with Disabilities Act). If you require accommodation at any time throughout the application process, or if this information is required in an accessible format, please contact us.

We thank all interested applicants; however, only qualified applicants will be contacted for an interview.

Company

Children's Aid Society of SDG

Location

Quality Improvement & Information Systems - IT