IT Support Specialist — Hybrid & End-User Training

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

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.