IT Support Analyst

360°kids; Markham; On-site; CAD 55,000 - 75,000; Full time

Job summary

360Kids is seeking an IT Support Analyst to provide Level 1 help desk support for staff, troubleshoot network and software issues, and collaborate with a third‑party provider to resolve problems.

The role emphasizes security, asset management, onboarding/offboarding, and MS 365/SharePoint administration, with occasional visits to Greater Toronto Area offices and a preference for candidates with vehicle access.

Qualifications

• Bachelor’s degree/college diploma in Information Technology or a related field or equivalent professional experience.
• 3 years of direct experience in providing technical support, IT project involvement in a team environment.
• Demonstrated experience working in a client‑facing position within an ITIL context.
• Proven experience supporting a Microsoft Cloud (365, Azure) environment.
• Previous experience supporting and deploying VOIP and/or SIP phone systems.
• Previous experience with 3rd party vendor management.
• Ability to work independently and manage time effectively.
• Strong analytical and troubleshooting skills with ability to communicate with all levels of the organization effectively and professionally.
• Demonstrated high customer service orientation, and the capability to manage and prioritize customer expectations.
• Must be able to lift devices and boxes up to 40lbs and willing to occasionally visit offices in the Greater Toronto Area.
• Strong preference for candidates with access to a vehicle.

Responsibilities

• Provide technical support (Level 1) by addressing requests submitted by staff and determining if and when requests need to be escalated to third‑party providers.
• Collaborate with the third‑party network and help desk provider and troubleshoot network, computer and software systems as required.
• In collaboration with the third‑party provider, develop and update all documentation related to Service Desk tasks, including process, how‑to and self‑help documentation.
• Perform hardware diagnostics and repair; escalating requests to third parties when necessary.
• Provide staff guidance and assistance with technological problems while ensuring security, privacy and IT policies are followed.
• Maintain and manage endpoint operating systems, including patching and accurate inventory control.
• Process the onboarding and offboarding of employees.
• Order and maintain IT hardware inventory (laptops, desktops, tablets, monitors, cell phones).
• Ensure assets are updated in the asset management system.
• Ensure service level agreement targets are met and client satisfaction with service desk interactions are positive.
• Work on MS‑365 and SharePoint.
• Provision, modify and deactivate user accounts and system access in accordance with organizational security policies.
• Support cybersecurity initiatives by enforcing multi‑factor authentication (MFA), endpoint protection, vulnerability remediation and security awareness best practices.
• Identify recurring technical issues and recommend process improvements to enhance service delivery and reduce support requests.

Skills

Technical support

Client-facing

ITIL

Microsoft 365/Azure

VOIP/SIP

Vendor management

Time management

Communication

Security awareness

Mobility & lifting

Education

Bachelor's degree/college diploma in IT or related field

Tools

Microsoft 365/Azure

VOIP/SIP

Job description

360Kids is a vitally important community agency serving all of York Region. We have been a leader in the delivery of innovative support services for more than 35 years and work to improve the lives of unhoused and marginalized youth and families in York Region. At 360Kids, we provide a unique continuum of care approach with programs and services that are essential to the health and well‑being of youth. These proven strategies help to keep youth safe by providing stable housing options with wraparound supports.

Reporting to and working closely with the Director of Finance and Administration, the IT Support Analyst will be responsible for effective and efficient support of the IT operations of the organization.

Key Responsibilities

• Provide technical support (Level 1) by addressing requests submitted by staff and determining if and when requests need to be escalated to third‑party providers.
• Collaborate with the third‑party network and help desk provider and troubleshoot network, computer and software systems as required.
• In collaboration with the third‑party provider, develop and update all documentation related to Service Desk tasks, including process, how‑to and self‑help documentation.
• Perform hardware diagnostics and repair; escalating requests to third parties when necessary.
• Provide staff guidance and assistance with technological problems while ensuring security, privacy and IT policies are followed.
• Maintain and manage endpoint operating systems, including patching and accurate inventory control.
• Process the onboarding and offboarding of employees.
• Order and maintain IT hardware inventory (laptops, desktops, tablets, monitors, cell phones).
• Ensure assets are updated in the asset management system.
• Ensure service level agreement targets are met and client satisfaction with service desk interactions are positive.
• Work on MS‑365 and SharePoint.
• Provision, modify and deactivate user accounts and system access in accordance with organizational security policies.
• Support cybersecurity initiatives by enforcing multi‑factor authentication (MFA), endpoint protection, vulnerability remediation and security awareness best practices.
• Identify recurring technical issues and recommend process improvements to enhance service delivery and reduce support requests.

Skills and Education Required

• Bachelor’s degree/college diploma in Information Technology or a related field or equivalent professional experience.
• 3 years of direct experience in providing technical support, IT project involvement in a team environment.
• Demonstrated experience working in a client‑facing position within an ITIL context.
• Proven experience supporting a Microsoft Cloud (365, Azure) environment.
• Previous experience supporting and deploying VOIP and/or SIP phone systems.
• Previous experience with 3rd party vendor management.
• Ability to work independently and manage time effectively.
• Strong analytical and troubleshooting skills with ability to communicate with all levels of the organization effectively and professionally.
• Demonstrated high customer service orientation, and the capability to manage and prioritize customer expectations.
• Must be able to lift devices and boxes up to 40lbs and willing to occasionally visit offices in the Greater Toronto Area.
• Strong preference for candidates with access to a vehicle.

360Kids is an equal opportunity employer committed to creating an inclusive, diverse, equitable and accessible organization. We are dedicated to having a workforce that reflects the diversity of York Region with a variety of perspectives and lived experiences. We welcome and encourage applicants from equity‑deserving groups, including Indigenous, Black and racialized people, 2SLGBTQ+ communities, people with disabilities and individuals with lived experience of homelessness.

We recognize that lived experiences shape the way individuals navigate the workplace, and we are committed to fostering an inclusive and equitable environment. If you are a member of an equity‑deserving group and feel comfortable sharing this with us, we welcome you to do so. This information is completely voluntary and will be used solely to help us improve our hiring practices and workplace inclusivity.

Accommodation will be provided throughout the hiring process in accordance with the Ontario Human Rights Code and Accessibility for Ontarians with Disabilities Act (AODA). Applicants that require accommodation during the recruitment process are encouraged to notify the People and Culture Department when contacted for an interview. We will work with you to meet your access needs in an equitable and inclusive way.

The use of artificial intelligence is not used to screen, assess, or select applicants. All hiring decisions are made by our managers and People & Culture team.