Information Systems Support Specialist

Information Systems (IS) Support Specialist

IS Department

Onsite

Full Time, Permanent

Level 5

Requisition Number: IS

Covenant House helps youth ignite their potential and reclaim their lives. As Canada's largest agency serving youth who are homeless, trafficked or at risk, we offer the widest range of services to hundreds of young people every day.

More than a place to stay, we provide life-changing care with unconditional love and respect. We meet youth's immediate needs and then we work together to achieve their future goals. We offer 24/7 crisis shelter transitional housing options on-site and, in the community, health and well-being support, training and skill development, and ongoing care once youth move into the community.

For over 40 years, Covenant House has been dedicated to its mission of serving youth on the street and to protect and safeguard all youth with absolute respect and unconditional love. Since 1982, Covenant House has supported more than 100,000 young people.

Overview:

The IS Support Specialist will be a reference point for all IT-related queries at the user level, responding to user needs in a timely manner and ensuring the optimal running of all systems, among other technical duties.

We are currently recruiting for 1 Full-time, Permanent IS Support Specialist. This is a replacement position within the organization.

Responsibilities:

• Provide hands-on technical support in person, over the phone, through email, and using remote support tools to assist staff/clients across the organization.
• Install, maintain, and support end-user devices including computers, mobile devices, printers, scanners, projectors, photocopiers, and any other peripherals used by clients, as well as the software designated from time to time, as meeting IT standards.
• Provide orientation and guidance to users on how to operate new software and computer equipment.
• Provide support for end-user devices such as computer related hardware by troubleshooting hardware problems; when repairs are necessary for out-of-warranty units, provide advice as to whether they should be undertaken. Upgrade PC hardware, operating system, and applications as required.
• Evaluate documented resolutions and suggest ways to prevent future problems.
• Ensure security and privacy of networks and computer systems.
• Identify and learn appropriate software and hardware used by CHT.
• Provide exceptional customer service to all clients/staff and find options and workarounds, by consulting with colleagues and manager, to help clients to become more productive.
• Organize and schedule upgrades and maintenance without deterring others from completing their work.
• Maintain records/logs of repairs and fixes and maintenance schedule.
• Identify computer or network equipment shortages and place orders.
• Coordinate end to end client support from request through resolution.
• Provide support for projects when required.
• Interface with other support teams in a professional manner.
• Coordinate and support system changes, user builds (including new user setups), user off-boarding, and workstation relocations.
• Play an active role in network administration and associated projects.
• Other additional duties as required

Qualifications

• College diploma or certificate in IT or IT related program, or equivalent experience.
• Knowledge of computer hardware troubleshooting on Windows PC based systems and endpoint client related devices (includes Desktop, Laptop, handheld devices, printers, projectors, scanners, copiers, smartphones, Polycom devices and all types of end-user devices).
• Experience with Windows Operating Systems.
• Proficient with Microsoft Office products.
• Experience with Wireless Networks and Mobile Solutions.
• Ability to learn quickly and take on new responsibilities.
• Problem-solving, analytical skills.
• Excellent communication (oral and written) and interpersonal skills.
• Strong work ethic a positive team-player – trustworthy, capable, and reliable.
• Ability to work independently, as well as collaboratively.
• Ability to multitask, prioritize and deal with time constraints.
• Strong organization, documentation and problem-solving skills required.
• Must be able to maintain a high level of confidentiality.
• Superior customer service skills which include communicating with clients, service providers, team and manager, verbally and in writing.
• Ability to lift ~ 60 lbs. (e.g., computers, UPS batteries, deliveries).

Don't meet every requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet all qualifications. If you are excited about the role but your resume doesn't align perfectly with every qualification in the description, apply anyway. You may still be the right candidate for this or other roles.

What we Offer:

• Meaningful work.
• Competitive compensation.
• Benefits such as Health, Dental, Vision, Personal Days, Employee Assistance Program, Tuition Reimbursement and more.
• Employee perks which include discounts on gym membership, city bike rentals, auto & home insurance and more.

Interested candidates are welcome to apply directly to this posting on or by December 1, 2025. Only those selected to move forward in our recruitment process will be contacted. No agencies or phone calls please.

Use of AI and Technology in the Hiring Process

Covenant House Toronto does not use artificial intelligence (AI) to make or inform hiring decisions. However, we do use an external applicant tracking system (ATS) to help manage applications efficiently.

While our ATS may apply automated filters or sorting functions, all applications are reviewed and evaluated by human recruiters. No hiring decisions are made by AI.

Commitment to Equitable Recruitment

At Covenant House Toronto we believe in a workplace culture of inclusion that is welcoming, respectful and safe for all staff. It is critical to Covenant House Toronto success to eliminate barriers and promote the inclusion of equity groups. Equity groups have been, and continue to be, underrepresented and marginalized in the workforce, leadership roles, and in some specific occupations. Equity groups include but may not be limited to Indigenous persons, racialized people, gender diverse people, 2SLGBTQIA+ people, and people with disabilities.

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and Covenant House Policy on Accommodation, a request for accommodation will be accepted as part of the Covenant House recruitment process.