Salary Rate: $62,272 annually – 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 (existing vacancy)

Number of Vacancies: 2

Anticipated Start Date: April 27, 2026

Deadline to Apply: April 3, 2026 at 5:00 pm

Be the Spark

Join our passionate team and help us to achieve outstanding things in our community The Technical Analyst II – Service Delivery serves as the escalation authority and technical leader within the IT Service Delivery team. This position addresses the most complex technical issues, guides junior analysts, and acts as the bridge between front-line support and infrastructure engineering. It requires deep expertise in endpoint management, identity systems, and IT service management platforms, combined with strong coaching skills and a focus on continuous improvement. The Analyst drives quality standards across the team, ensures effective coordination with vendors and cross-functional partners, and maintains operational excellence in service delivery.

In this role, you will:

- Own and manage the Level 2 (L2) escalation queue with SLA accountability, resolving complex technical issues involving endpoint management, MDM (Intune), Azure AD/Entra ID, and Microsoft 365, and ensuring all escalated cases are addressed within defined service level targets.
- Serve as the technical subject matter expert for the Service Delivery team, providing coaching, mentorship, and structured feedback to Technical Specialists, conducting regular quality reviews, and identifying systemic gaps.




- Perform in-depth root cause analysis for recurring and complex technical issues, utilizing system logs, diagnostic tools, and vendor resources before escalating to Infrastructure or external partners.
- Act as technical liaison with Infrastructure, Security, and vendor partners, ensuring proper handoff documentation and follow-through on cross-team escalations.
- Monitor team compliance with documentation standards, escalation protocols, and SLA targets.
- Author and maintain technical documentation, knowledge base articles, and troubleshooting guides, ensuring the knowledge base reflects current procedures and common resolutions.
- Deliver onboarding sessions and micro‑trainings to empower end users and accelerate adoption of new tools and processes across the organization.
- Serve as operational backup for the Service Delivery Manager during absences and participate in on‑call rotation for critical incidents to ensure continuity of service.
- 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 Information Technology, Computer Science, or a related field, or equivalent experience.
- Microsoft Certified: Endpoint Administrator Associate, or willingness to obtain within 12 months;

certifications such as ITIL 4 Foundation, CompTIA A+, or Microsoft 365 / Azure Fundamentals are an asset.
- Minimum one to two years of experience in a Service Desk or Technical Support role, ideally supporting a hybrid Windows 10/11 and Microsoft 365 environment.
- Experience using ITSM tools, preferably Jira Service Management and Confluence.
- Experience with scripting or automation (e.G., PowerShell) and hardware troubleshooting across Lenovo devices (e.G., SSD swaps, memory diagnostics, firmware updates) is an asset.
- Working knowledge of Active Directory / Azure AD, Windows Update and Intune or WSUS policies for patch compliance, remote support tools (e.G., TeamViewer, Quick Assist, AnyDesk), and network troubleshooting (e.G., Wi‑Fi, VPN, TCP/IP).
- Excellent written and verbal communication skills, including ability to translate complex technical issues into clear, plain language for users of diverse technical backgrounds and document solutions through knowledge base articles.
- Excellent analytical and root cause anal

📌 Technical Analyst Ii (Toronto)
🏢 YMCA
📍 Toronto