Position: Service Desk Technician
Location: Nipissing
Effective: ASAP
Status: Non-unionized
Job type: Permanent, Full-time - 8:30 AM to 4:30 PM

POSITION SUMMARY

The Service Desk Technician provides frontline technical support to staff across One Kids Place, ensuring the effective operation of IT systems, devices, applications, and services. This role resolves technical issues, fulfills service requests, supports technology initiatives, and contributes to the reliability and continuous improvement of IT services through technical support, troubleshooting, documentation, and customer service.

JOB DUTIES

Service Desk & Technical Support

• Provide frontline support for IT incidents, service requests, and technical troubleshooting activities.
• Assist users in person and remotely through telephone, email, Microsoft Teams, and remote support tools.
• Respond to and resolve Tier 1 support requests in a timely and professional manner.
• Troubleshoot hardware, software, connectivity, and user access issues.
• Maintain accurate records of support requests, resolutions, and technical documentation.
• Deliver high-quality customer service while promoting positive relationships with internal and external stakeholders

Systems & Infrastructure Support

• Install, configure, maintain, and support computer hardware, peripherals, and software applications.
• Assist with support and maintenance of server and network-based technologies.
• Provide on-site support at all organizational locations as required.
• Support Microsoft 365, Active Directory, cloud-based technologies, and mobile device management solutions.
• Assist with audiovisual setup and technology support for meetings, events, and organizational activities.

User Training & Technology Enablement

• Provide guidance and coaching to staff regarding the effective use of software, hardware, and technology systems.
• Support the implementation, training, and adoption of organizational systems and applications.
• Assist users in understanding technology processes, procedures, and best practices.
• Promote user awareness and effective utilization of technology resources.

Clinical & Business Systems Support

• Provide Tier 1 support for electronic systems including Caredove, Oceans, AlayaCare, Microsoft Business Intelligence, and other organizational applications.
• Assist with troubleshooting and support of clinical, operational, and business technology solutions.
• Collaborate with business units to understand technology requirements and support operational needs.

Data & Continuous Improvement Support

• Assist with data integration, transfer, validation, and quality assurance activities.
• Support data-related projects through data preparation, cleansing, transformation, and verification activities.
• Identify opportunities to improve service desk processes, workflows, and technology services.
• Collaborate with management to support business and information technology priorities.
• Participate in technology improvement initiatives and organizational projects.
• Perform other related duties as assigned.

Required Knowledge & Technical Expertise

Strong knowledge and practical experience in several of the following areas:

• Information technology service desk operations
• Windows operating systems and desktop support
• Microsoft 365 administration and support
• Active Directory user administration
• Computer hardware and peripheral support
• Network fundamentals and troubleshooting
• Server support and administration
• Cloud-based technologies and services
• Mobile device management (MDM) solutions
• Audio visual technologies and event support
• Incident management and service request fulfillment
• Technical documentation and knowledge management
• Business and clinical application support
• Data management and integration practices
• Customer service and user support methodologies

QUALIFICATIONS:

• Post-secondary education in Information Technology, Computer Systems Technology, Computer Science, or a related field.
• Minimum three (3) to five (5) years of experience in a comparable technical support or service desk role.
• Experience supporting PCs, servers, networking environments, Microsoft Windows, Active Directory, and Microsoft 365.
• Strong technical troubleshooting and problem-solving skills.
• Experience supporting cloud-based resources, MDM services, and audiovisual technologies.
• Excellent communication, customer service, and interpersonal skills.
• Demonstrated ability to manage competing priorities and respond to service requests in a timely manner.
• Strong organizational skills and attention to detail.
• Ability to work independently while contributing effectively within a team environment.
• Resourceful, self-motivated, and capable of exercising sound judgment.
• Bilingualism in English and French is considered an asset.
• Valid driver's license, transportation, and proof of insurance may be required.

COMPENSATION: $34.55 - $43.06 hourly (depending on prior experience as per our Collective Agreement).

HOW TO APPLY

For an opportunity to be part of our exciting future, please apply via this job posting or send your resume attention to:
Human Resources
One Kids Place, 400 McKeown Ave., North Bay ON P1B 0B2

www.onekidsplace.ca

Nous remercions tous les candidats pour leur intérêt. Un accusé de réception sera envoyé uniquement aux candidats qui seront interviewés.