Desktop Support Analyst

Girl Guides of Canada-Guides du Canada (GGC), a national membership-based organization, empowers every girl in Guiding to discover herself and be everything she wants to be. Our mission is to be a catalyst for girls empowering girls. Together, we’re building our vision of A better world, by girls.

GGC is actively searching for a Desktop Support Analyst.

**Onsite. Location: Toronto, ON**

**About this Opportunity**

**In this role, you will**:

- Setup and deploy, redeploy, repair, and maintain laptops and desktops.
- Onboarding, changes and offboarding of users from our IT systems according to GGC procedures.
- Ensure all desktops and laptops are patched in a timely manner.
- Monitor ticketing system, ensure tickets are appropriately assigned and responded to within target times.
- Office 365 user administration.
- Tracks, and keeps current a database of IT Assets; a hardware and software inventory shared with the IT team
- Learn and maintain skills and qualification for IT systems used by GGC.
- Coordinate with the facilities team to safely ship (and receive) devices to (and from) our end users
- Monitor manage engine desktop central to pre-emptively address problems with endpoint devices (e.g. low disk space, missing/failing updates, disk errors).
- Monitor the health of onsite network and server equipment and internet connections.
- Diagnoses and resolve minor network issues.
- Contribute to revisions of procedures and guidelines relevant to the role.
- Help ensure use of IT systems are in compliance with IT policy, standards, procedures, guidelines
- Monitors GGC ticketing system, ensuring timely resolution and that these are closed once completed. Follow escalated tickets to ensure these are completed.
- Monitor IT Partners ticket system and comment with supporting information to help ensure speedy resolution or escalated these to internal ticketing system when required.
- Create and maintain and share knowledge base guides for how to resolve common issues.
- Prioritizes issues to ensure appropriate response time based on severity. Take responsibility for the quality and timeliness of resolution.
- Technical support for equipment at camps and other properties.
- Assist with Office 365 and basic device support for provincial volunteers.
- Assist the digital adoption and training specialist in developing and providing training when required.
- Ensures all antivirus/antimalware/MDR, anti-spam are active and maintained on desktops and laptops.
- Ensure strong passwords are used and MFA is enforced where possible.
- Proactively identify opportunities to improve our IT systems and processes so they are best practice. Work with the team to implement approved changes.
- Be mindful of risks to our information, systems, and processes. Be on the lookout for unidentified risks and bring these to the attention of the Information Security Analyst, Senior IT Administrator, and Senior IT Manager when discovered.
- Stay up to date with developments in the industry.

General
- Maintains confidentiality of information as required
- Adheres to all IT policies, standards, procedures, guidelines and applicable legislation
- Adheres to occupational health and safety practices
- Maintain online presence on MS Teams during work hours and be responsive to messages from the rest of the team
- Participates in staff training program(s)

The duties within this job description can be amended from time to time.
- Post-Secondary degree in IT or related discipline or equivalent skill gained through relevant industry certifications and experience
- 2+ years of experience in a desktop support, IT support, or Generalist role or comparable role
- Experience administering and endpoint management solution
- Computer software proficiency with MS Office Applications.
- Strong analytical and problem-solving skills with superior attention to detail and accuracy.
- Excellent Time management skills with the ability to prioritize and meet tight deadlines.
- Excellent communication skills, both verbal and written.
- You embody the attributes of our core DNA - welcoming, imaginative, courageous and enthusiastic.
- Experience administering Microsoft Active Directory
- Experience administering Office 365.

Assets:

- Relevant industry certifications such as CompTIA A+
- Security related certifications.
- Experience with laptop hardware repair
- Working experience with a Non-Profit organization.
- Manage Engine Desktop Central administration experience

Starting salary: $55,231

This position will remain open until filled. Interviews will be conducted on a rolling basis.

**Job Types**: Full-time, Permanent

**Salary**: From $55,231.00 per year

**Benefits**:

- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- Vision care

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Toronto, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Desktop support: