Junior IT Support Technician

2 months ago

Toronto, Canada Covenant House Toronto Full time

Junior IT Support Technician

Location: Downtown Toronto, ON

Shift: Monday-Friday, 35-hour work week, on-site

Contract: 6 Months

For forty years, we have maintained a steadfast dedication to our mission: supporting the vulnerable youth who come through our doors. To this day, we remain committed to this duty.

Covenant House helps youth ignite their potential and reclaim their lives. As Canada’s largest agency serving youth who are homeless, trafficked or at risk, we offer the widest range of services to hundreds of young people every day. More than a place to stay, we provide 24/7 crisis shelter and transitional housing on-site and in the community, along with comprehensive services including education, counselling, health care, employment assistance, job training and after-care. Since 1982, Covenant House has supported more than 100,000 young people.

As a national leader, we educate and advocate for long-term change to improve the lives of vulnerable youth. This includes influencing public policy, leading awareness and prevention programs and continually building and sharing our knowledge. As a learning organization, we strive for excellence and programs with impact.

We provide life-changing care with unconditional love and respect. We meet youth's immediate needs and then we work together to achieve their future goals.

Thanks to our donors, who contribute 80 per cent of our $44.2-million annual operating budget, we are able to deliver these comprehensive programs and services.

The Junior IT Support Technician will be a reference point for all IT-related queries at the user level, responding to user needs in a timely manner and ensuring the optimal running of all systems, among other technical duties.

**Responsibilities**:

- Install, maintain, and support end-user devices including computers, mobile devices, printers, scanners, projectors, photocopiers, and any other peripherals used by clients, as well as the software designated from time to time, as meeting IT standards
- Provide orientation and guidance to users on how to operate new software and computer equipment
- Evaluate documented resolutions and suggest ways to prevent future problems
- Escalate problems (when required) to the appropriate experienced technician
- Ensure security and privacy of networks and computer systems
- Identify and learn appropriate software and hardware used by CHT
- Provide exceptional customer service to all clients/staff and find options and workarounds, by consulting with colleagues and manager, to help clients to become more productive
- Organize and schedule upgrades and maintenance without deterring others from completing their work
- Maintain records/logs of repairs and fixes and maintenance schedule
- Identify computer or network equipment shortages and place orders
- Coordinate end to end client support from request through resolution
- Provide support for projects when required
- Interface with other support teams in a professional manner
- Coordinate and support system changes, user builds (including new user setups), user off boarding, and workstation relocations
- Opportunity to become involved in network administration and build projects (running cable, mount cabinets and A/V equipment, access points, cameras and NVRs)
- Any other duties as required

**Qualifications**:

- College diploma or certificate in IT or IT related program, or equivalent experience
- Knowledge of computer hardware troubleshooting on Windows PC based systems and endpoint client related devices (includes Desktop, Laptop, handheld devices, printers, projectors, scanners, copiers, smartphones, Polycom devices and all types of end-user devices)
- Experience with Windows Operating Systems
- Proficient with Microsoft Office products
- Experience with Wireless Networks and Mobile Solutions
- Ability to learn quickly and take on new responsibilities
- Problem-solving, analytical skills
- Excellent communication (oral and written) and interpersonal skills
- Strong work ethic a positive team-player - trustworthy, capable, and reliable
- Ability to work independently, as well as collaboratively
- Ability to multitask, prioritize and deal with time constraints
- Strong organization, documentation and problem-solving skills required
- Must be able to maintain a high level of confidentiality
- Superior customer service skills which include communicating with clients, service providers, team and manager, verbally and in writing
- Ability to lift ~ 60 lbs. (e.g., computers, UPS batteries, deliveries)
- At Covenant House Toronto we believe in a workplace culture of inclusion that is welcoming, respectful and safe for all staff. It is critical to Covenant House Toronto success to eliminate barriers and promote the inclusion of equity groups. Equity groups have been, and continue to be, underrepresented and marginalized in the workforce, leadership roles, and in some specific occupations. Equity groups include but may not be limited to Indig

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