IT Help Desk Associate

5 months ago

Toronto, Canada Albourne Full time

**Job Title: IT Help Desk Associate**

Albourne Partners (Canada) Limited

Location: 366 Adelaide Street W, Toronto, ON M5V 1R9

**The Company**:
Albourne is an investment consultant which was founded in 1994. Albourne advises over 300 investors, including institutional investors, financial intermediaries, and family offices, on over $650 billion alternative investments across the liquidity spectrum. It specializes in Hedge Funds, Private Equity, Private Credit, Real Assets, Real Estate and Dynamic Beta.

Albourne strives to be a sustainable company with three main goals: 1) Aspiring to be a multi-generational firm with broad internal ownership and a Partnership structure; 2) Treating our employees and clients fairly; and 3) Advocating for positive change for its benefit and for the alternative investment industry best practices have always been a defining part of who we are.

Albournes 600+ employees are in 11 offices globally, including London, San Francisco, Connecticut, Munich, Hong Kong, Singapore, Tokyo, Toronto, Nicosia, Bahrain, and Bermuda. Albourne is proud of its flat structure with over 90 Partners, over 75 of whom are either share or option holders.

**Job Summary & Purpose**:
Albourne Partners (Canada) Limited is looking for an IT Help Desk Associate (Onsite). The Information Technology Help Desk Associate will provide support to company users locally in our Toronto office, while simultaneously providing backup support for our US and global offices. They will also be tasked with working on a variety of IT projects both locally and globally. Since this is an onsite support role, applicants must be comfortable working in-person at our downtown Toronto office.

**Accountabilities**:
Support end users by:

- Serve as the initial point of contact for the resolution of I.T. requests in a 600+ user environment.
- Troubleshoot any issues encountered in the use of:

- Local office wired and wireless network connectivity;
- Desktop workstations, laptops and any peripheral equipment used in conjunction said items;
- Office desk-phones and mobile handsets;
- Office video conferencing facilities;
- Document, track, report, and resolve all problems in the ticketing system.
- Configure, deploy, and maintain user workstations and laptops in an acceptable working order.

Keep Albourne IP and data safe by:

- Pro-actively take any measures necessary to maintain the security of Albourne systems and all hosted data.
- Ensure that any breaches or suspected breaches of the end user policy agreement are reported.
- Promote the secure and responsible use of Albourne IP and data entrusted to Albourne.

I.T. Purchasing:

- Maintain adequate inventory of I.T. equipment, make requests and document orders via tickets and the internal asset inventory system.

Off-Site Events and Travel:

- Travel to Albourne offices for the purpose of regular upkeep, IT emergencies and/or special improvement projects.
- Upon request, act as IT support during company events which may be conducted overseas and consequently require travel.

Office Facilities Maintenance:

- Conduct scheduled generator/power tests, portable appliance testing (PAT) and Display Screen Equipment (DSE) workstation assessments.
- Communicate with local building management or any local facility supplier upon which local I.T. facilities depend.
- Appropriately deal with periodic and unplanned building power maintenance which may need to be carried out outside normal working hours and onsite.
- Inspect and periodically test any UPS equipment.
- Regularly inspect and aid in the maintenance of Air Conditioning equipment in server rooms.
- Keep secure, escort visitors, and report any unauthorized access to server rooms.
- Maintain all server cabling to an adequate standard and ensure that any vital Internet connections or telephone lines are not put at risk.
- Managing the Access Control System (Adding/Removing Key Fobs and pulling reports on request)
- Coordinating with the External Provider for any maintenance / troubleshooting etc.

System Administration:

- Support the business continuity plan.
- Pro-actively identify improvement opportunities.
- Carry out ad hoc requests as directed by Head of IT or Head of Systems Administration Group.
- Conduct test of systems and backups on a regular basis.
- Windows Administration:

- Create and maintain domain user accounts, permissions in Active Directory.
- Support with M365 Apps
- Exchange Online, Teams, SharePoint, OneDrive, etc.

**Desired Qualifications**:

- A degree in computer science, information technology, or a related field or equivalent professional experience.
- Strong interest in computers and technology.
- Systems literacy (Microsoft Office, Adobe).
- Proven customer service mindset and excellent interpersonal skills.
- Ability to work in-person at our Toronto office.
- Exceptional organizational and time management skills, with the ability to multi-task and set priorities.
- Comply with and support ISO 27001 r

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