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 Support Specialist providing high-quality technical support for Funnel employees’ technology needs. Managing helpdesk requests, troubleshooting devices, and assisting with onboarding in a hybrid environment.
Responsibilities
- Provide timely and professional support for internal IT requests through our helpdesk system
- Troubleshoot and resolve hardware, software, and access issues across Mac and Windows devices
- Assist with new hire onboarding, laptop setup, and offboarding tasks
- Manage user accounts and access within core systems such as Rippling, Google Workspace, and JumpCloud
- Maintain and update device inventory and asset tracking records
- Support audit and compliance activities (SOC 2, access reviews, vendor assessments, etc.)
- Collaborate with the IT Manager on system improvements, automations, and documentation
- Contribute to IT process development and continuous improvement initiatives
- Assist in preparing and maintaining user guides, FAQs, and internal documentation
- Foster a culture of continuous improvement, security awareness, and collaboration within the company.
- Performs other duties as assigned and modified at the manager's discretion.
- May be expected to work irregular hours to support a distributed workforce across the United States.
- Travel: <5%
Requirements
- 2–4 years of IT support or IT operations experience in a SaaS or hybrid-work environment
- A high school diploma or GED equivalent is required; a bachelor's degree or certifications in Information Technology, Computer Science, or related field preferred.
- Hands-on experience with Google Workspace, Rippling (or other MDM), and SSO tools such as JumpCloud or Okta
- Strong troubleshooting skills across macOS and Windows operating systems
- Experience supporting end-user devices, software, and peripherals
- Familiarity with ticketing/helpdesk systems and IT service workflows
- Excellent communication and customer service skills, with a focus on clear and friendly support
- Highly organized with the ability to prioritize and manage multiple requests
- Knowledge of IT security best practices and willingness to support compliance requirements
Benefits
- Health insurance
- Dental and Vision insurance
- Company paid Life/AD&D
- Long-term Disability insurance
- Short-term Disability insurance
- Term Life insurance
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Retirement Plan - 2% company match
- EAP
- Remote/Hybrid Opportunities
- Uncapped Discretionary Time off
- Sick Leave
- 13 paid holidays
- One time remote work stipend
- Employee recognition program
- Employee-led Groups (ELG’s)
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