Associate, Service Desk Specialist

**Why you’ll love working here**:

- high-performance, people-focused culture
- our commitment that equity, diversity, and inclusion are fundamental to our work environment and business success, which helps employees feel valued and empowered to be their authentic selves
- learning and development initiatives, including workshops, Speaker Series events and access to LinkedIn Learning, that support employees’ career growth
- membership in HOOPP’s world class defined benefit pension plan, which can serve as an important part of your retirement security
- competitive, 100% company-paid extended health and dental benefits for permanent employees, including coverage supporting our team's diversity and mental health (e.g., gender affirmation, fertility and drug treatment, psychological support benefits of $2,500 per year, parental leave top-up, and a health spending account).
- optional post-retirement health and dental benefits subsidized at 50%
- yoga classes, meditation workshops, nutritional consultations, and wellness seminars
- the opportunity to make a difference and help take care of those who care for us, by providing a financially secure retirement for Ontario healthcare workers

**Job Summary**

As an Associate Service Desk Specialist at HOOPP, you will be part of a dynamic and client-focused IT team dedicated to delivering exceptional end-user support.

Based at our 1 York office in Toronto, this role is well-suited for individuals with a passion for technology, strong interpersonal skills, and a desire to grow their career in IT. You will be the first point of contact for internal staff when they have trouble with their technology, helping resolve technical issues, fulfill service requests, and contribute to continuous improvement initiatives. Our team values collaboration, learning, and delivering a white-glove support experience that empowers our colleagues to work efficiently and securely.

**What You Will Do**:

- Provide onsite and remote support for end-user IT issues and requests across Windows 11, and iOS environments.
- Troubleshoot hardware, software, and access-related issues across a variety of devices including laptops, desktops, mobile phones, printers, and corporate telephony systems.
- Troubleshoot and administer Active Directory objects for users, computers, and groups.
- Build and deploy devices using Intune mobile device management and Azure virtual machine console.
- Provide support for RSA Secure Tokens and Microsoft Authenticator setup and troubleshooting.
- Document all support activities, resolutions, and client interactions in ServiceNow and Azure DevOps.
- Support onboarding and offboarding processes, including hardware setup, access provisioning.
- Maintain and update the team’s knowledge base with relevant support documentation.
- Collaborate with other IT teams, specialists, and vendors to resolve complex issues.
- Ensure compliance with HOOPP’s Access Control Policy and assist with audit-related tasks.
- Participate in team ceremonies such as daily standups, retrospectives, and planning sessions.
- Contribute to IT and business initiatives aimed at improving the end-user experience.
- Participate in the off-hours on-call rotation.

**What You Bring**:

- Strong customer service skills; experience in a help desk or technical support role is an asset.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Demonstrated ability to analyze issues thoughtfully and develop effective, practical solutions.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- A collaborative mindset and eagerness to learn from peers.
- Familiarity with ticketing systems such as ServiceNow.
- Strong experience supporting and troubleshooting Windows 11 and iOS devices and configuration. Experience with MacOS is an asset.
- Working knowledge of Active Directory administration.
- Understanding of authentication tools such as RSA Secure Token and Microsoft Authenticator.
- Basic knowledge of corporate telephony systems and printer management.
- Experience or familiarity with Intune, Azure virtual machines, and SCCM is beneficial.
- Post-secondary education in Information Technology, Computer Science, or a related field is preferred.
- Certifications such as CompTIA A+, ITIL, or Microsoft Fundamentals are an asset.