Technical Analyst I

YMCA of Greater Toronto; Toronto; On-site; CAD 54,000 - 63,000; Full time

Job summary

A notable non-profit organization in Toronto seeks a Technical Analyst I to enhance IT support and drive service improvements. You will lead the Service Desk experience, mentor team members, and optimize technology services while ensuring adherence to company values. Ideal candidates will have post-secondary education in IT, technical certifications, and experience in a service desk environment. This role offers a competitive salary and a chance to make a community impact.

Qualifications

• 1–2 years of experience in Service Desk or Technical Support.
• Technical certifications such as Microsoft Certified: Endpoint Administrator Associate required within 12 months.
• Experience with ITSM tools, particularly Jira and Confluence.

Responsibilities

• Lead the end-to-end Service Desk experience.
• Mentor and coach colleagues and end users.
• Participate in the 24×7 on-call rotation.
• Provision and deploy end-user hardware and software.
• Automate and document repeatable tasks.
• Analyze and optimize Service Desk KPIs.
• Collaborate cross-functionally to contribute to digital-service vision.

Skills

Active Directory / Azure AD

Windows Update rings / Intune policies

Basic network troubleshooting

Strong communication skills

Problem-solving skills

Scripting and automation skills

Education

Post-secondary education in Information Technology

Tools

Jira Service Management

Confluence

PowerShell

Job description

Join to apply for the Technical Analyst I role at YMCA of Greater Toronto

Join to apply for the Technical Analyst I role at YMCA of Greater Toronto

Salary Rate : $54,702 – Check out the YMCA’s total compensation package!

Location : 90 Eglinton Avenue East, Toronto

Work Hours : 37.5 hours weekly

Employment Type : Regular Full Time Salaried

Number of Vacancies : 1

Anticipated Start Date : September 15, 2025

Deadline to Apply : August 29, 2025 at 5 : 00 pm

Be the Spark! Join our passionate team and help us to achieve great things in our community!

As part of the IT technical support team, The Technical Analyst I role resolve hardware and software issues, deploys devices and applications, and provides clear, user-friendly support that enhances productivity. In collaboration with HR, Finance, Operations, and external vendors, the role anticipates needs, streamlines processes, and drives continuous improvement across the digital workplace. Key contributions include maintaining system reliability, automating tasks, and supporting cross-functional initiatives that strengthen digital services and advance the YMCA’s mission.

In this role, you will :

• Lead the end-to-end Service Desk experience by triaging and resolving Windows 10 / 11, M365, Active Directory, and network requests submitted by phone, chat, portal, or email, consistently meeting or exceeding SLA commitments while modeling YMCA hospitality.
• Mentor and coach colleagues and end users by delivering micro-trainings, onboarding sessions, and self-service knowledge articles that accelerate adoption of new tools, upgrades, and secure work practices.
• Safeguard uptime by participating in the 24×7 on-call rotation, responding to P1 incidents within target metrics, driving root-cause analysis, and documenting preventive actions that reduce recurrence.
• Provision and deploy end-user hardware and software for site launches, relocations, refreshes, and MAC (move / add / change) projects, teaming with senior engineers to support larger infrastructure rollouts.
• Automate and document repeatable tasks through Intune policies, PowerShell scripts, and Jira workflows, while maintaining accurate asset, license, and configuration data to enable a “shift-left” support model.
• Analyze and optimize Service Desk KPIs—queue health, resolution times, and customer-satisfaction trends—and propose process or tool enhancements that boost efficiency and service quality.
• Collaborate cross-functionally with IT, HR, and program teams to advance the YMCA’s digital-service vision by contributing technical insight and hands-on support to priority initiatives.
• Perform other duties as assigned.

What you need to succeed :

Commitment to the YMCA’s Mission, Vision and Values

Focus on the health, safety and wellbeing of all children, youth, and vulnerable people in YMCA programs including understanding legal and moral obligations related to reporting suspected child abuse to Child Protection Services

YMCA Competencies : Accountable, Relationship-Builder, Improvement-Orientated, Team Player & Leader, Equity and Wellbeing Promoter.

You bring :

Post-secondary education in a related field (e.g., Information Technology) or equivalent experience; technical certifications such as Microsoft Certified : Endpoint Administrator Associate (or earned within 12 months) required.

1–2 years of experience in Service Desk or Technical Support within a hybrid Windows 10 / 11 and Microsoft 365 environment.

Working knowledge of :

Active Directory / Azure AD (passwords, groups)

Windows Update rings / Intune or WSUS policies to meet patch-compliance targets

Remote-assist suites (e.g., TeamViewer, Quick Assist, AnyDesk) for zero-touch troubleshooting

Basic network troubleshooting (Wi-Fi, VPN, TCP / IP)

Experience with ITSM tools, particularly Jira Service Management and Confluence, including maintaining asset and license records.

Certifications such as ITIL 4 Foundation, CompTIA A+, Microsoft 365 or Azure Fundamentals are an asset.

Scripting and automation skills (e.g., PowerShell) and experience with hardware diagnostics (SSD swaps, memory tests, firmware) across Dell / Lenovo devices are considered an asset.

Strong written and verbal communication skills with the ability to translate technical information into plain language and produce clear, concise documentation.

Proven ability to manage competing priorities, work independently, and thrive in rotating on-call duties, including nights, weekends, and site visits within the GTA.

Valid G-class driver’s licence and access to a vehicle for occasional site visits.

Proven well developed project management, planning and time management skills.

Strong problem-solving skills and ability to seek solutions that meet diverse needs.

Excellent attention to detail and accuracy.

Strong written, verbal and presentation communication skills.

Demonstrated ability to take initiative, work autonomously and remain flexible as plans change.

Excellent understanding of diversity, inclusion and equity including the ability to identify and address barriers in recruitment practices, work effectively with diverse stakeholders, and integrate equity into program design.

Why work for the YMCA?

The YMCA of Greater Toronto is a charity that ignites the potential in people, helping them grow, lead, and give back to their communities. We are committed to helping our employees reach their full potential and are recognized as a great place to work. We offer meaningful jobs and the opportunity to make a difference in the lives of individuals and the health of our communities. See what you can expect from the YMCA here.

Joining the Y means contributing to over 165 years of providing opportunities for people to shine through programs and services like health and fitness, licensed child care, camps, employment and immigrant services, education and training, and services for youth, families, and seniors. Learn more in our 2020–2025 strategic plan, Ignite the Light , which outlines how we are focused on boosting well-being and promoting equity across the Greater Toronto Area.

The YMCA of Greater Toronto is committed to Diversity, Equity, Inclusion and Belonging. We strive to remove barriers to employment and recognize that diverse staff who reflect the communities we work in enrich the experiences of our participants and our team. As an equal opportunity employer, we invite applications from all qualified candidates including racialized people / people of colour, Indigenous Peoples, disabled people / people with disabilities and members of 2SLGBTQIA+ communities.

If we can make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity so we can work with you to accommodate your needs.

In keeping with our commitment to safety and child protection, job offers are contingent on the successful completion of a Police Records Check. Within the first four months and every three years thereafter, a Vulnerable Police Records Check is required. Learn more about these checks here.

Seniority level

Seniority level

Entry level

Employment type

Employment type

Full-time

Job function

Job function

Information Technology

Industries

Non-profit Organizations

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