IT System

The
IT Systems & Support Specialist
is responsible for providing day-to-day technical support to end users, addressing system-related issues across hardware, software, and infrastructure. This includes troubleshooting laptop problems, server and network issues, and escalating unresolved matters to the appropriate external partners—our Managed Services Provider (MSP) for general IT support and our Managed Security Services Provider (MSSP) for security-related concerns. This role serves as the primary point of contact for both the MSP and MSSP, acting as an extension of the internal network and infrastructure support team. In addition to technical responsibilities, the specialist will support all audio-visual equipment in the office and coordinate onsite facilities matters in collaboration with the property manager.

Essential Duties and Responsibilities:

Front-Line IT Helpdesk Support (50%)

• Serve as the first point of contact for end-user technical support, providing daily assistance with corporate-standard software, systems, and hardware.
• Troubleshoot and resolve issues related to network connectivity, applications, VoIP, VPN, and operating systems, using Jira for ticket logging and tracking.
• Manage user accounts in Azure Active Directory (Entra ID), including onboarding/offboarding, security group assignments, and external user access.
• Provision and maintain SharePoint sites and Microsoft Teams workspaces based on business needs.
• Assist with M365 related tasks such as shared mailbox setup, mail flow troubleshooting, and distribution list management.
• Maintain awareness of Microsoft Fabric and its data integration components used in organizational reporting.
• Troubleshoot hardware devices including office printers, mobile devices, switches, routers, and laptops.
• Ensure users can work efficiently and effectively with assigned computer equipment.
• Escalate unresolved issues to the Managed Services Provider (MSP) or Managed Security Services Provider (MSSP) as appropriate.
• Research and recommend new hardware or software solutions to improve user productivity.
• Decommission or reassign user accounts, group memberships, and file permissions when employees or contractors leave the organization.
• Monitor tickets escalated to the MSP/MSSP to ensure service levels are maintained and issues are resolved in a timely manner.
• Plan and coordinate changes with MSP/MSSP following ITIL best practices for change management.
• Communicate planned and unplanned IT outages to staff and end-users.
• Assist in collecting and compiling data across multiple enterprise applications to support operational and business reporting.
• Research and recommend technical improvements, automation opportunities, and configuration best practices.
• Maintain and update IT documentation, including troubleshooting procedures and architecture diagrams.

IT Network Management (35%)

• Maintain an up-to-date inventory of all software and hardware used within the organization, including warranty details, estimated refresh dates, software licenses, and purchase records to ensure compliance with software audit requirements.
• Collaborate with the Finance and Administration team to maintain the Fixed Asset Register for IT hardware, ensuring timely updates for additions, disposals, and write-offs.
• Support the hardware evergreening process by tracking inventory, identifying equipment due for replacement, and coordinating with the ITSM Lead on procurement and implementation timelines. Provide input to assist with IT budget planning.
• Lead ongoing user education initiatives related to IT policies, cybersecurity procedures, and Microsoft Office tools.
• Prepare and configure IT equipment for new hires, ensuring timely delivery prior to their start date.
• Conduct IT orientation sessions for new employees, ensuring access to all required systems on day one.
• Manage the onboarding and offboarding process for users, ensuring the checklist is current and all access is appropriately granted or revoked.
• Develop and maintain documentation for IT infrastructure, including network diagrams, equipment manuals, and standard operating procedures.

Facilities Management and Audio-Visual Support (15%)

• Provide onsite, hands-on support for facilities-related tasks, IT operations, and troubleshooting of audio-visual equipment in boardrooms and meeting spaces.
• Coordinate with vendors and service providers for facilities-related IT projects and maintenance, including HVAC servicing.
• Plan and coordinate office moves and expansions, ensuring minimal disruption to IT services and business operations.
• Conduct regular inspections and audits of the facility to ensure adherence to security and safety best practices.
• Set up and configure IT hardware in the office, ensuring all equipment is properly deployed and fully functional for end users.
• Represent facilities during Business Continuity Planning events, maintaining communication with Menkes (property management) and, under the supervision of the Director of Network and Security Services, coordinating mass notifications to staff via text and email.
• Proactively monitor facilities, open tickets with building management to resolve outstanding issues, and maintain a clean, safe, and healthy work environment for staff, board members, and visitors.
• Perform daily inspections of the RPRA facility and report any defects or concerns.
• Work with property management to monitor and manage building systems, including access card activation/deactivation, HVAC controls, and other infrastructure components.
• Ensure washrooms and kitchen areas are stocked with paper products, sanitization supplies, and other consumables. Maintain clean kitchen spaces, including loading and running the dishwasher as needed.
• Coordinate incoming and outgoing IT equipment, including the distribution of packages and mail.
• Collaborate with the IT Project Coordinator to order office supplies.
• Provide basic maintenance for copiers and other office machines; escalate to service providers when external support is required
• Perform other duties as assigned by the Director of Network and Security Services.
• Participate as a member of the Occupational Joint Health and Safety Committee.
• Support additional IT or facilities-related initiatives as required.

Education

• Bachelor's degree, diploma, or equivalent work experience in a computer-related field.

Experience

• 5–7 years of experience providing end-user IT support.
• 3–5 years of experience maintaining a Microsoft 365 and Active Directory (Entra ID) environment.
• Experience in regulatory compliance or the non-profit sector is considered an asset.
• ITIL and Microsoft 365 certifications are preferred.

Other Knowledge, Skills, Abilities or Certifications

• Microsoft Certified: Azure Administrator Associate certification is preferred.
• Proficiency in Microsoft Teams or similar conferencing tools, including setup and management.
• Ability to research and interpret technical system documentation.
• Strong project management and documentation skills.
• Excellent organizational skills with the ability to prioritize, multitask, and adapt in a dynamic environment.
• Strong interpersonal skills and the ability to collaborate effectively within a small team and with external stakeholders.
• Excellent oral and written communication skills, with a strong problem-solving orientation.
• Effective presentation skills.
• Strong customer service mindset.
• Discretion and sound judgment when handling confidential information.
• Knowledge of regulatory environments and/or the circular economy is an asset.
• Advanced proficiency in Microsoft Word, Outlook, Excel, PowerPoint, and Access.
• Strong working knowledge of Jira or similar ticketing tools, with an understanding of change and incident management processes.

Working with the Resource Productivity and Recovery Authority

You will be a part of a collaborative team doing ground-breaking and meaningful work with a critical environmental and economic mission. This is a vacant permanent full-time role working Monday to Friday from 9:00 a.m. to 5:00 p.m., with flexibility as needed. Our highly attractive total compensation plan includes a competitive salary (commensurate with experience), health benefits, a defined contribution pension, personal days, and three weeks of vacation to start. Our office is conveniently located in North York on the Yonge subway line at Sheppard Avenue. RPRA is committed to maintaining a professional and respectful work environment. RPRA prioritizes the safety and well-being of its employees. Harassment or disrespectful behaviour of any kind by any individual towards our employees will not be tolerated. We strive to build a team that reflects the diversity of the community we work in and encourage applications from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with disabilities. RPRA welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. The Resource Productivity and Recovery Authority utilizes artificial intelligence (AI) to screen and assess applicants for this position based on pre-defined, job-related criteria. AI acts as a supporting tool, but all final decisions are made by human HR professionals and hiring managers.

Target salary range: Min $68,241 – Mid: $85,301 How to apply:
Submit your cover letter and resume to HR with the job title in the subject line via