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.

• Provide onsite and remote support for end-user IT issues and requests across Windows 11, and iOS environments.
• Monitor ticket intake via phone, walkup, email and self-serve queues and respond to incidents and service requests using ServiceNow.
• 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.
• Support client in their use of Office 365 productivity applications and administrative tools.
• 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.