Helpdesk Support Technician

Evergreen; Toronto; On-site; CAD 55,000 - 60,000; Full time

Benefits offered by this job

Flexible workdays

15 days paid vacation

Health care & dental benefits

Health Care Spending Account

Professional development opportunities

Job summary

Evergreen is seeking a Helpdesk Support Technician to join our team at the Evergreen Brick Works head office in Toronto. This full-time on-site role offers a starting salary target of CAD 55,000 to 60,000, paid vacation of 15 days, and comprehensive benefits.

You’ll provide timely IT support to staff and events, troubleshoot hardware, software, and network issues, and manage helpdesk tickets with strong documentation and service standards.

Qualifications

• College or University degree, or an acceptable combination of education and 1 to 2 years of relevant experience.
• Solid understanding of Microsoft Windows, Office 365, Teams, SharePoint and Adobe products.
• Solid understanding of hardware including but not limited to Desktop PCs, laptops, tablets, Macs, Office printers.

Responsibilities

• Provide timely, courteous day-to-day IT support to staff and events via remote, email, phone, or in-person.
• Troubleshoot hardware, software, and network issues to minimize downtime.
• Set up, configure, and troubleshoot computer hardware, software installations, and Yealink IP based phones.
• Create and manage helpdesk tickets with accurate documentation and tracking.
• Prioritize and manage multiple support requests to meet Evergreen’s policies, procedures, guidelines, and SLAs.

Skills

Windows OS

Office 365

Teams

SharePoint

Active Directory

PowerShell

Remote Desktop

LAN/WAN

Education

College/University degree

Tools

Ticketing systems

Yealink IP phones

Job description

Evergreen is seeking a Helpdesk Support Technician to join our team.

We are a national non-profit transforming public spaces in our cities for the health of people and our planet. With over 30 years of championing urban sustainability, we see the potential of our cities to solve some of the biggest issues facing our time and believe that our public spaces are the key to unlocking it. We see beyond the spaces that exist today and imagine them transformed into places where people and nature thrive.

The Evergreen Brick Works site, where our head office is located, is built on the sovereign territory and waterways of the Haudenosaunee, Wendat, and Anishinaabe Nations. These nations continue to be the original governments, continuing leaders and decision makers that govern these lands.The territory is governed by Treaty 13 signed by the Mississaugas of the Credit. Treaties remind everyone of our mutual responsibilities to these Nations and the many First Nations, Métis, and Inuit who call this land home.

Why Evergreen?

In staff engagement surveys, Evergreen employees consistently report that their colleagues are one of the best things about working here. What else is in it for you?

• A reduced work week (4.5 days) for all full-time staff.
• Flexible workdays that align with your life needs and role responsibilities.
• Paid vacation, 3 paid personal days (Evergreen Days), and a paid day off on your birthday.
• Employer-paid extended health care and dental benefits, including a Health Care Spending Account and access to mental health resources.
• Employee Resource Groups (ERGs) that support staff who are Indigenous, racialized, or 2SLGBTQ+, as well as ERGs for allyship learning, and to support caregivers of all kinds.
• Active workplace committees, including Health & Safety, IDEA, and Employee Engagement.
• Access to informal and formal skills development and resume building opportunities.
• A beautiful head office location surrounded by nature at Evergreen Brick Works, with a free shuttle bus from Broadview Station.

Key Accountabilities

A day-in-the-life of this role might include:

• Providing timely, courteous, and effective day-to-day IT support to staff, retail shop and 3rd party events via remote support, email, phone, or in-person.
• Troubleshooting and resolving hardware, software, and network issues to minimize downtime and to prevent reoccurrences of problems.
• Setting up, configuring, and troubleshooting computer hardware, software installations, and Yealink IP based phones.
• Working closely with IT team members and external resources to support requests.
• Overseeing meeting and event needs for both internal and external events clients.
• Setting up, operating and dismantling projectors, microphones, and other computer equipment.
• Communicating and demonstrating the use of audio-visual equipment.
• Creating and managing helpdesk tickets, including accurate documentation and tracking of user requests and incidents.
• Prioritizing and managing multiple support requests to meet Evergreen’s policies, procedures, guidelines, and Service Level Agreements.
• Following up with users to ensure problem resolution and satisfaction.
• Maintaining knowledgebase articles and user documentation to facilitate self-help and education.
• Providing onboarding training to new staff on use of hardware and applications.
• Providing ongoing training and guidance on new technology tools, applications, and best practices.
• Creating user-friendly documentation and instructional materials.
• Assisting in the deployment, and inventory management of computer hardware, peripherals, and software licenses.
• Performing software installations, updates, and patches as required.
• Coordinating with vendors and service providers for hardware repairs and warranty claims.
• Implementing, enforcing, and educating on IT security policies, procedures, and best practices.
• Participating in security incident response, including virus/malware detection, removal, and system recovery.
• Supporting compliance with data protection and privacy regulations.
• Staying informed about emerging technologies and industry trends.
• Collaborating with the IT team on technology planning and initiatives.
• Participating in IT projects assigned by the Senior Manager, IT, including software implementation, technology evaluations, documentation development, user training, vendor coordination, and other technology initiatives as required.

What You’ll Bring

Success in this role will be supported by the following target qualifications and core competencies:

• College or University degree, or an acceptable combination of education and 1 to 2 years of relevant experience.
• Solid understanding of Microsoft Windows, Office 365, Teams, SharePoint and Adobe products.
• Solid understanding of hardware including but not limited to Desktop PCs, laptops, tablets, Macs, Office printers.
• Basic understanding of Active Directory, Windows Server usage, DNS and DHCP services.
• TCP-IP, PowerShell, Remote desktop software, LAN, WAN.
• Experience with helpdesk ticketing systems.
• High level of comfort in speaking and interacting with users in all levels of the organization.
• Good organizational and time-management skills, with the ability to prioritize competing requests.
• Comfort in asking questions, receiving feedback, and developing new skills.

You might have the following assets:

• Experience creating educational/instructional materials for users.
• Experience working in a customer service oriented environment.

Aren’t sure if you check every requirement on this list? That’s ok! We are still interested in hearing from you. We’d love to learn more about how your unique experience might make you a great addition to Evergreen.

Still Interested? Here are some other things you should know!

• This is a full time, salaried role to fill a vacant position.
• The target hire rate for this role is $55,000 to $60,000. To ensure equity and transparency, our target hire rates are real and are not flexible. If this posted rate does not meet your needs, we ask that you save your application for a time when there is a role and salary that is a fit for you.
• The paid vacation allocation for this role is 15 days.
• This role is supervised by the Senior Manager, Information Technology.

Working Conditions

• Position is on-site, based out of Evergreen’s head office at Evergreen Brick Works in Toronto.
• Regular office hours (flexible), with the possibility of evenings or weekends, as-needed.
• Frequent interruptions with changing priorities throughout the day.
• Sitting for extended periods of time.

Our Recruitment Process

We’re always learning, so please reach out at any stage of the application process if you require support or adaptations. Evergreen is committed to fostering an inclusive and accessible work environment. We are an equal opportunity employer and welcome applications from all qualified individuals. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code, Evergreen will provide accommodations throughout the recruitment cycle to applicants who request them.

Evergreen uses a people-focused approach to evaluating applicants. We do not utilize artificial intelligence during the recruitment process.