IS Support Specialist

at  Covenant House Toronto

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).

PURPOSE OF POSITION:

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.

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.
• Any other duties as required.