IT Support Specialist

CASA Mental Health; Edmonton; Hybrid; CAD 41,000 - 51,000; Full time

Benefits offered by this job

Employer-paid health and dental

Flexible Spending Account

Defined contribution pension

Wellness days

Paid time off

Parental leave top-up

Employee discounts

EAP access

Job summary

CASA Mental Health in Edmonton seeks an IT Support Specialist to provide comprehensive technical assistance and end-user support across the organization, including setup, troubleshooting and user training. You will be the primary contact for technical issues, ensuring timely resolutions and quality customer service.

The role focuses on workspace device management, ticketing workflows, and collaboration with IT staff to enhance IT services.

Qualifications

• Post Secondary Diploma in Information Technology or equivalent experience.
• Minimum three years in a help-desk role across multiple locations.
• Minimum three years supporting Microsoft 365.
• Demonstrated excellence in customer service and relationship-building.
• CompTIA A+ certification is an asset.

Responsibilities

• Respond to user requests via ticketing system, phone, or in person.
• Diagnose, troubleshoot and resolve technical issues.
• Maintain accurate help desk records of issues and resolutions.
• Install, configure, maintain end-user hardware and software.
• Collaborate to improve help desk workflows and documentation.
• Manage end-user accounts and access rights.
• Distribute technology and equipment to staff.
• Deliver end-user orientation and training on IT tools.

Skills

End-user training

Analytical skills

Communication

VPN troubleshooting

Wi-Fi troubleshooting

Microsoft 365

Active Directory

Intune

MDM

Remote desktop

Cybersecurity basics

Education

Post Secondary Diploma in Information Technology

Tools

Microsoft 365

Active Directory

Entra ID

Intune

MDM

Windows 10/11

Apple device management

Remote desktop

Job description

A Rewarding Career at CASA Mental Health

Are you passionate about creating hope for children, youth and families? At CASA Mental Health, every role contributes to our vision of a community where all children and youth are empowered to thrive.

Job Details

• Wage range: $30.05 to $37.23 per hour
• Vacation: 15 days
• Shift structure: Monday to Friday, 7.25 hours per day
• Primary location: Edmonton, CASA Centre
• Union: In-scope
• Classification: Coordinator
• FTE: 1.0
• Status: Permanent
• Hybrid/Multi-site

About the Role

Reporting to the Manager, Information Technology, the IT Support Specialist provides technical assistance and end-user support across the organization including consultation, installation, troubleshooting, user assistance and training. This position serves as the primary contact for all inquiries and requests for technical support and customer service in the IT department.

The IT Support Specialist will:

• Respond to incoming requests from users experiencing technical issues with workstation hardware, software and network connectivity through the ticketing system, by phone or in person.
• Diagnose, troubleshoot and resolve technical issues reported by end users.
• Maintain accurate help desk records documenting technical issues, resolutions and recommendations.
• Install, configure, maintain and monitor end-user workstation hardware and software.
• Collaborate with other IT team members to develop and improve help desk workflows, processes and supporting documentation.
• Administer end-user accounts, including account setup, updates and access management.
• Ensure the timely distribution of required technology and equipment to new and existing staff.
• Maintain accurate documentation of IT assets and their assigned users.
• Develop and deliver effective end-user orientation and training on the organization's technology environment, systems and tools.
• Provide IT orientation and technical guidance to new hires to support a smooth onboarding experience.
• Participate in IT projects and perform additional tasks as assigned.
• Assist with the configuration, maintenance and continuous improvement of the IT ticketing system and related processes.

Knowledge, Skills and Abilities

• Demonstrated ability to deliver effective end-user orientation and technical training.
• Strong analytical, critical-thinking and problem-solving skills.
• Excellent oral and written communication skills.
• Basic networking knowledge, particularly in VPN and Wi-Fi troubleshooting.
• Self-motivated, proactive and able to work independently with minimal supervision.
• Thorough understanding of Microsoft 365, Active Directory, Microsoft Entra ID, Microsoft Intune, Microsoft Office applications, Windows 10/11, Apple device management (MDM) and remote desktop access.
• Ability to support and troubleshoot audiovisual equipment, including web conferencing systems.
• Sound knowledge of computer hardware, software, operating systems and network connectivity.
• Knowledge of cybersecurity principles, practices and best practices for maintaining a secure IT environment.

Qualifications and Experience

• Post Secondary Diploma in Information Technology, a related field or equivalent experience.
• Minimum three years of experience in a help-desk role supporting end-users across multiple locations.
• Minimum three years of experience supporting Microsoft 365.
• Demonstrated excellence in customer service and the ability to build positive relationships and rapport with staff.
• CompTIA A+ certification is an asset.

Conditions of Employment

• A satisfactory criminal records check. This would be the financial responsibility of the successful candidate.

Working Conditions

• Valid driver’s license and access to a reliable vehicle.
• Frequent lifting and transporting of moderately heavy objects such as computers and peripherals.

Your Well-Being Matters

At CASA, we know a career in mental health is more than just a job, it’s a calling. That’s why we take care of the people who make that care possible. We offer competitive benefits, opportunities for growth and the support you need to rest, recharge and continue making a difference

What We Offer:

• Employer-paid health and dental benefits, including $750 per paramedical practitioner and $2,000 annually in mental health services.
• Flexible Spending Account that allows you choose between Health Spending, Personal Spending, your RRSP or CASA Pension Plan.
• Defined contribution pension plan with generous employer match.
• Five paid wellness days plus a holiday break in December to spend time with loved ones.
• Paid time off for illness, bereavement, moving and education.
• Up to 12 weeks parental leave top-up so you can spend precious time with your new addition.
• Access to our Employee Assistance Program (EAP) and a range of employee discounts.
• Ongoing learning and growth opportunities including annual training events such as Indigenous Knowledges Day.
• Recognition and community-building through employee appreciation events, team celebrations and opportunities to connect across CASA locations.

Your success matters to us. If there is anything we can do to make the application or interview process more accessible for you, please let us know at [e-mail]

Closing Date: November 8, 2026