IT Support Specialist

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

Job summary

360°kids in York Region is seeking an IT Support Analyst to provide Level 1 technical support, manage user accounts, and assist with security and policy adherence. You will work with a third‑party help desk and maintain endpoint software and hardware inventory.

The role requires a Bachelor's degree or equivalent IT experience, 3 years in client-facing IT support, and ability to lift devices up to 40 lbs; French is an asset and vehicle access is preferred.

Qualifications

• Bachelor’s degree or equivalent IT experience.
• 3 years of direct technical support experience.
• Experience in client-facing ITIL environment.
• Proven experience supporting Microsoft Cloud (365, Azure).
• Experience with VOIP/SIP systems.

Responsibilities

• Provide Level 1 technical support to staff and escalate as needed.
• Hardware diagnostic and repair; coordinate with third parties.
• Maintain security policies and user access per IT governance.
• Troubleshoot network, computer and software systems with third‑party help desk.
• Onboard/offboard employees; manage accounts and access levels.
• Maintain endpoint OS, patching and inventory control.
• Manage IT hardware inventory and assets in the system.
• Meet SLA targets and ensure client satisfaction with service desk.
• Develop documentation for service desk tasks and self‑help guides.
• Support cybersecurity initiatives including MFA and endpoint protection.

Skills

Technical support

ITIL context

Microsoft 365

Customer service

VOIP knowledge

Security awareness

Education

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

Tools

Microsoft 365

Azure

VOIP platforms

SIP systems

Job description

360°kids 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 as we work to improve the lives of unhoused and marginalized youth and families in York Region. At 360°kids, 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 360° 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 determine if/when requests need to be escalated to third‑party providers.
• Hardware diagnostic and repair; escalate requests to third parties when necessary.
• Provide staff guidance and assistance with technological problems while ensuring security, privacy and IT policies are followed.
• Collaborate with the third‑party network and help desk provider and troubleshoot network, computer and software systems as required.
• Process the onboarding and offboarding of employees.
• Create, modify and deactivate user accounts and system access in accordance with organizational security policies.
• Maintain and manage endpoint operating systems, including patching and accurate inventory control.
• 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 is positive.
• Identify recurring technical issues and recommend process improvements to enhance service delivery and reduce support requests.
• 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.
• Support cybersecurity initiatives by enforcing multi‑factor authentication (MFA), endpoint protection, vulnerability remediation and security awareness best practices in collaboration with the third‑party network.
• Other tasks as assigned by the Director of Finance and Administration.

Education and Skills 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 working with supporting a Microsoft Cloud (365, Azure) environment.
• Previous experience supporting and deploying VOIP and/or SIP phone systems.
• Experience working effectively in a fast‑paced setting with multiple customer priorities.
• Experience working with a third‑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.
• Speaking and writing French is an asset.

This job posting is for an existing vacancy within our organization. Apply today – we review applications as they come in!

360°kids 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.

Upon joining 360°kids, you'll be welcomed into a fun and collaborative environment where we truly value our employees and want to see them succeed. We thank everyone for their interest and appreciate the time put into applying, but only those selected for an interview will be contacted. 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.