IT Support Specialist

5 days ago

Edmonton, Canada CASA Mental Health Full time

Join CASA Mental Health in shaping a brighter future for children, youth and families by providing them with timely mental health care and empowering them to thrive. As IT Support Specialist you will specialize in technical assistance and end-user support across the organization including consultation, installation, troubleshooting, user assistance and training. The IT Support Specialist will be the primary point of contact for all customer service requests and ensure that the organization is being supported from a software and hardware perspective.

**Job Details**

**Hourly pay range**: $29.46 to $36.50
**Shift structure**: Monday to Friday, 7.25 hours per day
**Primary location**: Edmonton
**Union**: In-Scope
**Classification**: Coordinator
**FTE**: 1.0
**Status**: Permanent

**About the Role**

The IT Support Specialist will:

- Respond to incoming requests from users experiencing technical problems with workstation hardware, software and connectivity via ticketing system, phone or in-person.
- Diagnose and resolve technical issues to user-reported incidents.
- Maintain helpdesk records of technical issues, solutions and recommendations.
- Install, configure, maintain and monitor end-user workstation hardware and software.
- Collaborate with other IT staff to develop and improve helpdesk workflows and processes, including the creation of supporting documentation.
- Create, maintain and update end-user accounts.
- Ensure distribution of required technology to new and existing staff in a timely manner.
- Maintain proper documentation of computer assets and corresponding users.
- Develop and provide effective end-user orientation and training based on the organization’s technology environment.
- Deliver IT orientation to new hires on a bi-weekly basis.

**Qualifications**
- Diploma in Information Technology or a related field. Equivalent experience may also be considered.
- Minimum three years of experience in a helpdesk role supporting end-users across multiple locations.
- Minimum three years of experience supporting Microsoft 365.
- Thorough understanding of Microsoft 365, Active Directory, Microsoft Office, Windows 10/11 and Remote Desktop access.
- CompTIA A+ certification is an asset.
- Demonstrated excellence in customer service.
- Ability to build relationships and rapport with staff.
- Demonstrated ability to deliver high quality end-user orientation and training.

**Conditions of Employment**
- Ability to pass and maintain Therapeutic Crisis Intervention (TCI) certification (training provided by CASA) or Supporting Individuals through Valued Attachments (SIVA) training, as well as physical ability to perform all interventions.

**Closing Date**: November 7, 2024

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