Helpdesk Support Technician

Evergreen • Toronto, ON

3d • CA$55,000 - CA$60,000 • Onsite

About The Position

The Evergreen organization is seeking a Helpdesk Support Technician to join their team. Evergreen is a national non-profit organization dedicated to transforming public spaces in cities to promote the health of people and the planet. With over 30 years of experience in urban sustainability, Evergreen aims to address significant contemporary issues by reimagining public spaces where people and nature can thrive. The organization's head office is located at the Evergreen Brick Works site, situated on the traditional territory of the Haudenosaunee, Wendat, and Anishinaabe Nations, governed by Treaty 13. Evergreen values its employees, with staff consistently reporting that their colleagues are a significant positive aspect of working there. The organization offers a supportive and inclusive work environment, with various Employee Resource Groups (ERGs) and active workplace committees.

Requirements

• College or University degree, or an acceptable combination of education and 1 to 2 years of relevant experience.
• Solid understanding of Microsoft Windows, Office 365, Teams, SharePoint and Adobe products.
• Solid understanding of hardware including but not limited to Desktop PCs, laptops, tablets, Macs, Office printers.
• Basic understanding of Active Directory, Windows Server usage, DNS and DHCP services.
• TCP-IP, PowerShell, Remote desktop software, LAN, WAN.
• Experience with helpdesk ticketing systems.
• High level of comfort in speaking and interacting with users in all levels of the organization.
• Good organizational and time-management skills, with the ability to prioritize competing requests.
• Comfort in asking questions, receiving feedback, and developing new skills.

Nice To Haves

• Experience creating educational/instructional materials for users.
• Experience working in a customer service oriented environment.

Responsibilities

• Providing timely, courteous, and effective day-to-day IT support to staff, retail shop and 3rd party events via remote support, email, phone, or in-person.
• Troubleshooting and resolving hardware, software, and network issues to minimize downtime and to prevent reoccurrences of problems.
• Setting up, configuring, and troubleshooting computer hardware, software installations, and Yealink IP based phones.
• Working closely with IT team members and external resources to support requests.
• Overseeing meeting and event needs for both internal and external events clients.
• Setting up, operating and dismantling projectors, microphones, and other computer equipment.
• Communicating and demonstrating the use of audio-visual equipment.
• Creating and managing helpdesk tickets, including accurate documentation and tracking of user requests and incidents.
• Prioritizing and managing multiple support requests to meet Evergreen’s policies, procedures, guidelines, and Service Level Agreements.
• Following up with users to ensure problem resolution and satisfaction.
• Maintaining knowledgebase articles and user documentation to facilitate self-help and education.
• Providing onboarding training to new staff on use of hardware and applications.
• Providing ongoing training and guidance on new technology tools, applications, and best practices.
• Creating user-friendly documentation and instructional materials.
• Assisting in the deployment, and inventory management of computer hardware, peripherals, and software licenses.
• Performing software installations, updates, and patches as required.
• Coordinating with vendors and service providers for hardware repairs and warranty claims.
• Implementing, enforcing, and educating on IT security policies, procedures, and best practices.
• Participating in security incident response, including virus/malware detection, removal, and system recovery.
• Supporting compliance with data protection and privacy regulations.
• Staying informed about emerging technologies and industry trends.
• Collaborating with the IT team on technology planning and initiatives.
• Participating in IT projects assigned by the Senior Manager, IT, including software implementation, technology evaluations, documentation development, user training, vendor coordination, and other technology initiatives as required.

Benefits

• A reduced work week (4.5 days) for all full-time staff.
• Flexible workdays that align with your life needs and role responsibilities.
• Paid vacation, 3 paid personal days (Evergreen Days), and a paid day off on your birthday.
• Employer-paid extended health care and dental benefits, including a Health Care Spending Account and access to mental health resources.
• Employee Resource Groups (ERGs) that support staff who are Indigenous, racialized, or 2SLGBTQ+, as well as ERGs for allyship learning, and to support caregivers of all kinds.
• Active workplace committees, including Health & Safety, IDEA, and Employee Engagement.
• Access to informal and formal skills development and resume building opportunities.
• A beautiful head office location surrounded by nature at Evergreen Brick Works, with a free shuttle bus from Broadview Station.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree