IT Support Specialist managing cloud and on - premises network for CMHA Peel Dufferin. Troubleshooting and resolving IT issues while providing professional user support at the agency.
About the role
- IT Helpdesk Technician responsible for user accounts management and global technical support for ELSA. Ensuring seamless onboarding and system integration within IT infrastructure.
Responsibilities
- Create and manage user accounts across various systems and platforms.
- Provide global remote technical support to users, ensuring adherence to Service Level Agreements (SLAs) for requests, including after-hours assistance.
- Oversee the deployment of devices on Day 1, ensuring they are configured and ready for use.
- Collaborate with the HR department to ensure new employees have access to critical systems on their first day.
- Assist in connecting new systems to existing infrastructure, including setting up APIs and ensuring smooth communication between platforms.
- Maintain comprehensive documentation for user accounts, support requests, standard operating procedures, and system integrations.
- Work closely with other team such as DevOps to identify recurring issues and develop solutions.
Requirements
- Associate's degree in Information Technology, Computer Science, or a related field preferred.
- 2-4 years of experience in an IT support or helpdesk role.
- Proficiency in Windows and macOS operating systems.
- Knowledge of networking concepts and hardware/software troubleshooting.
- Experience with Google Admin console for user management.
- Proficiency in managing and supporting collaboration tools (Slack, Jira, Confluence).
- Experience managing third-party access (GitHub/GitLab/PagerDuty/etc.).
- Knowledge of laptop encryption management for Mac and Windows.
- Experience with VPN setup and troubleshooting for cloud connectivity (AWS).
- Basic understanding of AWS IAM roles and permissions.
- Familiarity with API setup and systems integration processes.
Benefits
- 12 days Annual leave
- 1 Birthday leave
- 1 Christmas leave
- Premium health insurance (Generali) and annual health check-up to keep you in top shape
- Free ELSA Premium courses to polish your language skills
- Annual company trips and quarterly happy hours work hard, play hard!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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