Reporting to and working closely with the Director of Finance and Administration, the IT Support Analyst will be responsible for effective and Reporting to 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 are 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) setting

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 !

📌 IT Support Specialist (Markham)
🏢 360 kids
📍 Markham