IT Support Specialist

The opportunity

Our client is looking for an IT Support Specialist to join them for a 24-month contract. As their new IT Support Specialist, you will play a critical role in ensuring the availability, reliability, and security of the organization's existing technology systems and directly contribute to transformation projects, including cloud migration, network modernization, and automation. You will provide responsive technical support to staff across all programs and offices. From triaging and resolving technical issues to maintaining infrastructure, cloud services, and devices, you will directly support the day-to-day delivery of essential community programs and services.

If you want to grow your skills in an organization that is mission-driven, community-oriented, and deeply respected in its field, this is the role to consider.

This is a full-time, hybrid role working Mondays plus 2 additional days on-site and 2 days remotely. During initial training, the role is 5 days a week in-person. The flexibility to work additional or different days onsite, to travel to other locations just beyond the downtown Toronto core, and to be available outside regular business hours during peak project time is required.

Why this role?

Technical challenges.
This is an opportunity to play a key role in transformational technology projects. You will broaden and deepen your experience in cloud services, automation, enterprise support, custom applications, scripting, and a wide range of technologies. You will be part of a digital transformation that includes LAN/WAN upgrades, cloud migration, PowerShell automation, SharePoint adoption, and expanded documentation and process design. You will work with a robust IT team and directly support over 200 devices, gaining exposure to systems and projects rarely available in a single role.

Meaningful impact.
You will enhance the daily technology experience for staff across community programs, enabling the organization to transform its approach to technology. You will play a central role in ensuring stability, security, accessibility, and operational continuity, directly contributing to improved outcomes for their community-based clients.

You will:

• Provide responsive support.
  You will diagnose and resolve technical issues across devices, applications, cloud services, and networks while maintaining full ownership of each ticket from intake to resolution. You will support users remotely and onsite who experience issues with access, email, printing, or device functionality. You will manage all incidents and requests through an ITSM platform such as Jira Service Management and ensure that every ticket is accurately logged, updated, and documented.
• Maintain systems and infrastructure.
  You will deploy and maintain laptops, iPads, AV equipment, and network components, including switches, routers, firewalls, wireless access points, and new endpoints. You will support ongoing LAN and WAN upgrades by performing diagnosis, installation, configuration, and maintenance activities. You will help maintain enterprise system security.
• Administer Microsoft 365 and Azure services.
  You will manage and support Office 365, Azure AD, and SharePoint environments during and after the migration of five legacy servers to SharePoint. You will perform user provisioning, license management, policy enforcement, and configuration of cloud services. You will automate recurring tasks using PowerShell scripting and contribute to future cloud migration planning, including the transition from Azure to AWS.
• Support custom and enterprise applications.
  You will troubleshoot proprietary and commercial applications essential to operations. You will collaborate with internal teams and external partners to resolve issues and implement updates, and you will receive full training on unique systems and workflows.
• Asset management administration.
  You will support onboarding and offboarding activities by preparing devices, provisioning accounts, managing permissions, issuing equipment, and ensuring that all access is configured correctly. You will maintain Office 365 and cloud based environments (Azure with a move to AWS) to support seamless user transitions.
• Collaborate, document, and train.
  You will help develop clear SOPs, configuration guides, knowledge articles, and training materials. You will reinforce consistent use of the ticketing system and contribute to internal knowledge sharing. You will participate in device rollouts, pilot testing, migrations, and organization-wide change management initiatives. You will provide training to staff, including users who are uncomfortable with technology or experiencing fundamental issues such as email or printing problems.
• Contribute to technical projects.
  You will assist with cloud migration projects, including the transition of on-premises servers to SharePoint sites and the future move from Azure to AWS. You will participate in infrastructure modernization, endpoint upgrades, and the deployment of enterprise applications.

You bring:

• The technical expertise.
  You have direct experience in a multi-system, multi-site IT support role, managing service requests using a ticketing system such as Jira. You take ownership of issues from intake through resolution. You have experience troubleshooting Windows devices as well as comfort supporting iPads and iPhones. You have experience managing, configuring, and updating Office 365 administration, Azure AD, and SharePoint. You have experience with AWS, scripting with PowerShell, and multi-site networking. You have the knowledge and confidence to play a critical technical and communications role in large-scale transformation projects across cloud services, infrastructure, and enterprise applications.
• The interpersonal skills.
  You possess professional and flexible communication skills, including the ability to clearly and patiently explain technical concepts to non-technical users, especially those who require step-by-step support or reassurance during technical changes. You are a strong collaborator who can build trusting relationships, enhancing engagement with internal and external teams. You have experience creating and updating clear documentation and SOPs.
• The flexibility.
  You understand the nature of IT support for a network of over 200 devices, and you are ready and available to respond to service calls across other locations, as well as to work outside of standard business hours during peak project periods. You have an exceptional ability to prioritize effectively, remain composed during outages or escalations, and work within a rotational on-call schedule.

Compensation:
$80,000 (inclusive of 4% vacation pay).

Apply now

We encourage applications from candidates who reflect the diversity of the communities we serve, particularly individuals from Black, Indigenous, and racialized communities, persons with disabilities, 2SLGBTQIA+ individuals, and those with lived experience. If you have 70% of the qualifications we are looking for, we encourage you to apply to express your interest.

What you can expect from the interview process:

• A virtual interview with a Talent Advisor to discuss your interest in joining the company and in the role. The conversation will be recorded using BrightHire, an AI-powered video interview tool. More details will be shared when you are invited to interview.
• A technical case study to be assigned and completed in advance of the next stage.
• An in-person panel interview with the IT Manager, the COO, and an IT Advisor.

Should you require accommodation in any aspect of the selection process, please contact us at , and we will be happy to help.