IT Support Technician

**Job Overview**
Reporting to the IT Manager, the IT Support Technician plays a key role in keeping our YMCA connected and running smoothly. You’ll tackle tech challenges, support staff and volunteers across multiple locations, and ensure our systems are secure and efficient. Whether through fixing issues, system administration, or leading cybersecurity training, you help create a reliable digital space where great work happens. With your problem-solving skills and passion for helping others, you make sure technology powers our ability to help everyone grow, thrive, and shine together

**Responsibilities**

End-User Support & Help Desk Management
- Provide remote or on-site first-line technical support to staff across multiple locations, troubleshooting hardware, software, and network issues.
- Manage the help desk ticketing system and resolve issues based on urgency and business needs.
- Set up and support PCs, mobile and peripheral devices.
- Document solutions, troubleshooting steps, and procedures for both internal IT documentation and end-user knowledge bases.

System Administration & Account Management
- Create, modify, and deactivate user accounts.
- Manage Multi-Factor Authentication (MFA) policies, password resets, and security settings.

Cybersecurity & Compliance
- Deploy and maintain cybersecurity training systems to test and educate staff.
- Monitor security alerts, phishing attempts, and compromised accounts, assisting in incident response.
- Develop and ensure compliance with IT security policies and best practices, including data protection and secure account access.

**What You Will Bring To the Position**
- Post-secondary degree or diploma in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Excellent communication and interpersonal skills—must be able effectively educate non-technical users on IT concepts while keeping them at ease and earning their trust.
- Proven ability to document all actions, procedures, and troubleshooting steps clearly.
- 2+ years of hands-on IT support experience in a multi-site or hybrid environment.
- Experience in set-up, configuration and maintenance of Windows, Apple, and Android devices.
- Experience in Microsoft 365 administration.
- Experience working in non-profit/charitable sector an asset
- Experience with the following in a business environment an asset:

- Administration of Intune, Exchange, SharePoint, OneDrive, Entra ID / Azure AD.
- Automation tools such as Power Automate, PowerApps, etc.
- Network troubleshooting.
- Microsoft Copilot or other Generative AI tools.
- ActiveNET.
- WordPress website management.

**Working Conditions**
- Requirement of Standard First Aid and CPR
- Clear Vulnerable Sector check
- Travel required to multiple branch locations.
- Ability to work in tight spaces, climb ladders, and lift equipment (e.g., servers, networking hardware, and A/V setups)
- Occasional extended work hours, particularly when performing system upgrades, troubleshooting remote locations, or handling emergency IT issues
- Valid driver’s license and access to a personal vehicle capable of transporting equipment for work-related travel

We appreciate your interest in a career opportunity with the YMCA of Central East Ontario. Please note that with the high amount of applicants, only those selected for an interview will be contacted.

The YMCA of Central East Ontario is committed to an environment that is barrier free; if you require accommodation during the hiring process, please inform us in advance so that we can arrange reasonable and appropriate accommodation. The YMCA of Central East Ontario values the diversity of people and communities and is committed to excellence and inclusion in our Association.

**Benefits**:

- Company pension
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Store discount
- Vision care

Schedule:

- Monday to Friday

Work Location: In person

Application deadline: 2025-03-05