Helpdesk Support Technician

GoodWork.ca; Toronto; On-site; CAD 55,000 - 60,000; Full time

Benefits offered by this job

4.5 day work week

Flexible workdays

Paid vacation & personal days

Health + dental benefits

ERGs & employee programs

Shuttle from Broadview Station

Job summary

Evergreen seeks a Helpdesk Support Technician to join our IT team at Evergreen Brick Works, Toronto. You will provide timely IT support, troubleshoot hardware and software, and assist with AV setups for events, while maintaining documentation and user guidance.

The role requires a college/university degree or equivalent, strong Windows/Office 365 knowledge, and a customer-focused approach. On-site, full-time with a generous benefits package is offered.

Qualifications

• College or University degree or equivalent combination of education and 1–2 years of relevant experience.
• Solid understanding of Microsoft Windows, Office 365, Teams, SharePoint and Adobe products.
• Solid understanding of hardware including desktops, laptops, tablets, Macs, printers.

Responsibilities

• Provide timely, courteous, effective day-to-day IT support via remote, email, phone, or in-person.
• Troubleshoot hardware, software, and network issues to minimize downtime.
• Set up and troubleshoot computer hardware, software installations, and IP phones.

Skills

Windows OS

Office 365

Teams

SharePoint

Adobe

Active Directory

DNS/DHCP

PowerShell

Helpdesk tickets

Education

College/University degree

Tools

Helpdesk ticketing system

Remote desktop

Job description

IT jobs, Helpdesk jobs

Position: Helpdesk Support Technician

Organization: Evergreen

Location: Evergreen Brick Works, Toronto ON

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?

• 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

• 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

• 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.

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

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.