IT Support - Full Time Contract (Head Office)

DeafBlind Ontario Services•Newmarket, ON

10d•Hybrid

About The Position

Under the direction of the IT Lead, the IT Support is the first point of contact for employees across the organization for questions, requests, and problems related to end-user computing, telecommunications, networks, mobile devices, and in-house business applications. This role provides frontline technical support, maintains accurate IT asset records, and helps ensure the organization's technology is secure, reliable, and well supported at administrative offices and across regional locations. DeafBlind Ontario Services supports individuals who are Deaf, hard of hearing, nonverbal and deafblind with an array of services so they can live and thrive within the community.

Requirements

Completion of a college diploma or university degree in Information Technology or a related field
1–3 years of experience in an IT support/service desk (Level 1) role.

Nice To Haves

Industry certifications such as CompTIA A+, Network+, or Microsoft 365 Certified: Fundamentals are considered an asset

Responsibilities

Acts as the first point of contact for IT support requests and incidents; logs, triages, and resolves tickets through the organization's ITSM platform (Freshservice), escalating complex issues to the IT Lead or external vendors as needed.
Provides remote and in-person troubleshooting for hardware, software, printers, mobile devices, and phone issues, using remote support tools (e.g., GotoResolve).
Sets up and configures workstations, laptops, and peripheral devices for new hires and existing employees, including software installation and account provisioning.
Maintains accurate records of IT equipment (computers, mobile devices, etc.) in the asset management system, tracking assignment, warranty, and lifecycle status.
Assists with routine maintenance tasks such as software updates, patching, and backup monitoring (Veeam, Acronis), under the direction of the IT Lead.
Provides first-level support for network connectivity issues (Wi-Fi, VPN, firewall/Watchguard-related access), escalating complex network or security issues to the IT Lead.
Follows organizational policies and procedures to help maintain the security, confidentiality, and privacy of networks, systems, and data.
Travels occasionally to regional locations to provide on-site support, complete equipment setups, or assist with IT-related tasks.
Promotes the values of the organization in the workplace and community, demonstrating positive and professional relationships with employees, families, volunteers, advocates, and employers.
Reports all unsafe conditions, hazards or practices, accidents and incidents in accordance with Occupational Health and Safety Act and adheres to all Health and Safety requirements within DeafBlind Ontario Services’ policies and procedures and provincial legislation.
Perform other duties as required.