IT Support Helpdesk

CMHA Thames Valley Addiction and Mental Health Services; London; On-site; CAD 40,000 - 51,000; Full time

Benefits offered by this job

HOOPP pension plan

Extended healthcare after 90 days

Hybrid work arrangement (1 day WFH)

Job summary

Canadian Mental Health Association Thames Valley Addiction and Mental Health Services is seeking an IT Support Helpdesk Analyst in London. This full-time, permanent role provides front-line support for hardware, software, and peripherals, handling tickets by phone, email, or in person.

The position reports four days on site with one day per week potential work-from-home. Starting rate is $28.86/hour with progression up to $36.99/hour.

Qualifications

• Experience in frontline IT support and ticket resolution.
• Strong knowledge of hardware, software and peripherals.
• Ability to explain technical steps to non-technical users.
• Excellent communication and customer service abilities.
• Strong problem solving and attention to detail.
• Familiarity with incident ticketing systems and remote tools.
• Experience with asset management concepts and tools.
• Knowledge of landline and mobile telephony.
• Ability to work in a team or independently.
• Bilingual in English and French preferred.

Responsibilities

• Provide first-level technical support to end-users for hardware, software and peripherals.
• Respond to helpdesk tickets via phone, email, or in-person; document all interactions.
• Diagnose and resolve basic technical issues; guide users through solutions.
• Escalate complex issues and route tickets appropriately.
• Track and route problems to the correct resources; follow up on resolutions.
• Maintain daily performance logs and generate reports as needed.
• Assist with IT functions across programs and train staff as required.
• Support onboarding with equipment, accounts, and password resets.

Skills

Helpdesk experience

Technical troubleshooting

Communication skills

Customer service

Problem solving

Ticketing systems

Remote support tools

Asset management

Teamwork/autonomy

Bilingual (English/French)

Education

IT-related college/degree

Tools

Remote support tools

Helpdesk software

Job description

IT Support Helpdesk Analyst - (OPSEU)

Full-time, Permanent (benefited)
Float (London, Elgin, South Huron, Middlesex, Oxford, Chatham Zones)
Application Deadline: August 20, 2026

We’re working to ignite hope and foster change for people in our community experiencing mental health or addictions challenges.

The IT Support Helpdesk will provide front-level primary technical support to end-users on various technical issues and problems relating to hardware, software, and peripherals. This role will also be responsible for responding to, documenting, and resolving service tickets in a timely manner. The IT Support Helpdesk must have excellent communication skills, problem-solving skills, and, when appropriate, will escalator or route tickets appropriately. This is an in-person role: The successful candidate for this position will be expected to report to 200 Queens Ave (London), four days per week, with the option of a work from home arrangement one day per week.

Consider revitalizing your career and making a difference in your community by joining our team!

WHAT WE’RE OFFERING:

• What you'll be making - Starting rate for this role is $28.86 per hour (Level 1 – Analyst)
  • Successful external applicants will start at Level 1, with grid progression based on seniority up to Level 8 ($36.99 per hour); for internal applicants, grid level placement will occur as per the Collective Agreement.
• When you'll work - 70 hours biweekly; Monday – Friday 8:30am-4:30pm, with flexibility based on program needs.
• Your pension plan
  • Full-Time permanent role: Immediately enrolled in the Healthcare of Ontario Pension Plan (HOOPP)
• What your benefits will be
  • After a 90-day waiting period, will be enrolled in extended healthcare benefits

HOW YOU WILL BE MAKING A DIFFERENCE:

• Provide first-level contact and problem resolution for users with hardware, software, and application issues.
• Respond to helpdesk tickets via phone, email, or in-person and document all interactions in the helpdesk system.
• Diagnose and resolve technical hardware and software issues.
• Guide users through step-by-step solutions.
• Escalate unresolved issues to the next level of support.
• Track, route, and redirect problems to the correct resources.
• Follow up with users to ensure issue resolution.
• Maintain daily performance logs and create reports as needed.
• Install, modify, and repair computer hardware and software.
• Set up new user accounts and manage password resets.
• Maintain accurate equipment inventory.
• Work in consultation with other programs and assist with IT functions as required.
• Providing group/individual updates and refresher training sessions on applicable software as needed.
• Provide the necessary support, equipment, and training for new employees.
• Actively engage in learning opportunities, events, meetings, and team building activities scheduled by the organization for staff members
• Act as a resource to other staff and community partners; seek out and listen to input from other staff and community partners
• Be supportive of, and an active participant in, the on-going evolution and growth of the organization
• Ensure that confidential information and material is handled in accordance with applicable privacy laws and organization policy

WHAT YOU’LL NEED TO APPLY:

Criminal Record Check Requirements. Successful candidates must have a Criminal Record Check (CRC) completed in the last six months. Interested applicants who reside in the City of London and are in need of a Criminal Record Check (CRC) are encouraged to apply for one as soon as possible as CRCs in the City of London are currently taking approximately 5 weeks to be processed and offers of employment cannot be made without receipt of a CRC.

• College diploma or university degree in Computer Systems Technology, Business and Information Systems Architecture, Information Technology Infrastructure, or equivalent work experience
• Valid Driver’s License: minimum G2 class required and Access to a vehicle for personal transportation as frequent travel within the organization’s service region is required (London, Elgin, South Huron, Middlesex, Oxford, Chatham Zones)
• Current, satisfactory Criminal Record Check (CRC)
• Demonstrated ability to attend work regularly

We prefer the following qualifications:

• Proven experience as a helpdesk technician or other technical customer support role.
• Good understanding of computer systems, software, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication and customer service skills.
• Strong problem-solving skills and attention to detail.
• Familiarity with incident ticketing systems and use of remote support/control tools.
• Familiarity/experience with asset management tools, systems, and concepts.
• Knowledge of landline and mobile telephones.
• Able to work in a team environment or independently, as required.
• Bilingual in both official languages, preferred; Une préférence sera accordée aux personnes possédant des compétences dans les deux langues officielles du Canada

INTERNAL APPLICANTS: To be considered as an internal applicant, current staff members are reminded to apply using their @cmhatv.ca or @slwar.ca email address.

Our recruitment process allows us to learn about your previous work experience, your qualifications and your commitment to fulfilling our vision. While we appreciate the interest of all applicants, only those individuals being considered for a position will be personally contacted by someone from the interview team.

We welcome and encourage applications from all members of our community including persons of any gender, gender identity, gender expression, or sexual orientation, persons with disabilities, Indigenous persons, and members of visible minorities. If you require accommodations related to a disability at any point during the recruitment process, please contact [e-mail]

Legal Notifications:

• For legal purposes our full business name is: Canadian Mental Health Association Thames Valley Addiction and Mental Health Services
• Artificial Intelligence is not currently employed in our recruitment processes