ABOUT KIDSABILITY:

We are a not-for-profit, equal opportunity employer supporting over 17,000 children and youth to reach their social, physical, communication and behavioural goals each year. Providing early and exceptional family-centred services in the Waterloo and Guelph-Wellington regions, we believe that by living our values, our impact can be profound, and together, we can build brighter futures. We’re looking for the right people to join our team; supporting children, youth, and families to realize their potential, while realizing your own. At KidsAbility, we offer:

• Ongoing training and development opportunities, empowering you to enhance your skills
• A supportive, collaborative, and inclusive work environment dedicated to family-centred care
• Organizational commitment to innovation and research; continually evolving our approaches so we may serve with purpose and value
• Initiatives to support your well-being including social events, opportunities to give back to your community and access to Employee and Family Assistance Program
• Comprehensive benefits and optional group RRSP program, short- and long-term disability income protection benefits, and generous vacation package and paid personal leave days

• Provide advanced-level support for hardware, software, network, and account-related issues across the organization.
• Act as an escalation point for complex service desk tickets that require higher-level troubleshooting and resolution.
• Ensure timely follow-up and resolution of incidents to maintain a high standard of customer service.
• Provide specialized support for intricate problems related to computer hardware, software, networks, and applications. Conduct research to develop solutions for new or unknown issues, often involving custom configurations or advanced system modifications.
• Support clinical and administrative applications with advanced troubleshooting and usage guidance.
• Monitor service desk metrics and ticket queues to ensure appropriate response times and service quality.
• Maintain system documentation and user guides to support consistent troubleshooting and onboarding.
• Identify recurring technical problems and suggest long-term solutions or process improvements.
• Promote service desk best practices, including detailed ticket documentation, first-call resolution discipline, and use of modern ticketing tools.
• Fully manage and support endpoint devices, including provisioning, patching, compliance, and inventory management.
• Deploy, manage, and secure endpoints using Microsoft Intune and Microsoft Endpoint Manager.
• Manage and audit MDM configuration, conditional access policies, and enterprise application software deployments.
• Share knowledge with and provide guidance to other IT team members.
• Assist with training new staff in service desk procedures, systems, and organizational IT tools.
• Develop comprehensive technical documentation, including system designs, troubleshooting guides, and knowledge base articles, ensuring they are regularly updated.
• Support user account provisioning, access controls, and permissions management across various systems.
• Perform routine maintenance and administrative tasks on workstations, mobile devices, and collaboration tools.
• Support device lifecycle management, including setup, imaging, deployment, and asset
• Leverage Microsoft 365, Azure Active Directory, and Microsoft security tools to maintain secure and efficient operations.
• Provide privacy and security training to Head Office staff as needed.
• Basic knowledge of Microsoft Purview Compliance Portal and familiarity with EDR tools such as Microsoft Defender XDR.
• Basic knowledge of PowerShell scripting for automation and troubleshooting tasks.
• Liaise with vendors and external partners for technical support and warranty services.
• Partner with departments to understand evolving technology needs and support end-user satisfaction.
• Communicate effectively with clinical and administrative staff to ensure that IT solutions support operational and client service goals.
• Work closely with other IT teams, including Cloud specialists and system administrators, to resolve issues and improve system performance.
• Provide regular updates and escalation communications to the Director of IT as required.
• Collaborate with the Compliance department to ensure the organization adheres to relevant privacy and security regulations.
• Support cross-functional collaboration by ensuring smooth service desk coordination with other IT areas