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About the Role

We are seeking an IT Support Analyst for a 12-month contract to provide Level 1 and Level 2 technical support across multiple locations. This role focuses on Microsoft 365, Azure AD administration, Intune endpoint configuration, and SaaS platform support, directly enabling teams to deliver essential community services without interruption.

Responsibilities

• Provide Level 1 and Level 2 technical support to end users across desktop, mobile, and remote environments.
• Troubleshoot and resolve a wide range of issues spanning hardware, operating systems (Windows, macOS, Linux), end-user applications, and peripherals.
• Manage incidents and service requests in Jira Service Management, document solutions, and coordinate escalations or vendor support.
• Administer Microsoft 365, including Outlook, Teams, SharePoint, OneDrive, and Office applications.
• Perform user provisioning, licensing management, and access administration within Azure AD.
• Build automation for administrative tasks and reporting using PowerShell.
• Prepare devices, provision user accounts, manage permissions, issue and recall equipment, and ensure accurate access configuration for onboarding and offboarding.
• Maintain an accurate inventory of IT assets, including laptops, desktops, mobile devices, network equipment, and peripherals.
• Provide on-site support to deploy updated device imaging and technology across the organization.
• Provide support for SaaS platforms, including user setup, configuration, and access troubleshooting.
• Coordinate with vendors when escalations are required.
• Assist in validating system updates or new features before rollout.
• Troubleshoot LAN and wireless connectivity issues.
• Assist senior team members with switches, firewalls, and access points.
• Assist with Windows Server tasks, including basic maintenance, user access checks, and file services preparation.
• Support Linux-based system preparation used for deployment and imaging processes.
• Assist with infrastructure upgrades, endpoint refreshes, and enterprise application deployments.
• Create and maintain SOPs, configuration documentation, knowledge articles, and training resources.
• Promote consistent ticketing practices and support internal knowledge sharing.
• Assist with device rollouts, pilot programs, migrations, and organization-wide technology changes.
• Deliver hands-on training to staff, including those who require extra support with foundational tools.

Requirements

• Customer-first approach and a drive to empower users with technology knowledge.
• Clear, calm, and patient communication with non-technical users.
• Experience producing documentation, SOPs, and user-facing guidance.
• Experience supporting multi-site IT environments.
• Experience managing service requests through ITSM platforms such as Jira Service Management.
• Ability to own issues from initial report through resolution.
• Prepared to support an environment of 200+ devices across multiple locations.
• Ability to prioritize service requests effectively while maintaining clear communication.
• Ability to maintain accurate records of tickets, assets, and system configurations.
• Flexibility to work within a rotational on-call schedule.

Skills

• Troubleshooting Windows, macOS, and Linux environments.
• Supporting endpoint devices, peripherals, and mobile platforms.
• Administering Microsoft 365 services (Outlook, Teams, SharePoint, OneDrive, Office apps).
• Managing Azure AD for user provisioning, licensing, and access controls.
• Supporting device management through Microsoft Intune.
• Leveraging PowerShell for administrative tasks, reporting, and basic automation.
• Basic LAN and WiFi troubleshooting.
• Familiarity with network hardware (switches, firewalls, wireless access points).
• Familiarity with Windows Server basics (Active Directory, file services).
• Experience with Ubiquiti environments (asset).

Location

• Multiple locations
• Downtown Toronto core

Work Type

• 12-month contract
• Full-time
• Hybrid
• On-site work on Mondays plus two additional in-office days and two remote days per week
• Initial onboarding and training fully on-site for four (4) weeks
• Flexibility to adjust on-site days as needed
• Provide support outside standard business hours during peak project periods

Experience Level

• Level 1 and Level 2 technical support

Salary/Compensations

• $70,000 which is inclusive of 4% vacation pay

Benefits

• Flexible hours in a planned program environment.
• A focus on cross-disciplinary collaboration and knowledge sharing.
• Ongoing professional development opportunities.

About the Company

• Children are at the front and centre of what we do; they are the foundation of our purpose and the basis for our evidence-driven strategy.
• Our mission is to transform the lives of children, youth and their families by developing and delivering innovative, research-based mental health and early learning programs.
• At the Child Development Institute (CDI), we are passionate about helping our communities’ most vulnerable members and their caregivers.
• Recognized as a leader and model for measurement-based impact, we are client-centred, family-centred, and data-informed.
• We are a place where professionals grounded in mental health, care, and well-being of infants, children and youth, come together in collaboration, learning and inclusion.
• As a multiservice organization delivering social, emotional, and behavioural counselling services, early childhood education, learning disabilities and mental health services, and family violence services, we address the whole person from when they begin their life.
• Every child and family that reaches out to us is unique, and we value and embrace their individuality.
• We deliver the tailored support and tools they need to build life-long skills, positive mental health, and resilience.
• Fostering positive transformations in mental health for over a century, CDI is a world-class leader trusted in helping children, youth and families through a wide range of evidence-informed services to build lasting change.
• At CDI, we prioritize the mental well-being and work-life balance of our teams.
• We acknowledge the reality of the emotionally demanding work each of us puts in every day.
• We strive to create a collaborative, diverse, inclusive, and equitable space where creativity flourish.

Equal Opportunity

• CDI is firmly committed to diversity within its community and welcomes applications from racialized persons/persons of colour, Indigenous People of North America and the world, persons with disabilities, 2SLGBTQIA+ persons, and those who may contribute to the further diversification of ideas.
• We are committed to providing equitable opportunities in employment and to providing a workplace which Shiree from discrimination and harassment.
• We are equally committed to providing an inclusive and accessible workplace.
• If you require accommodations, please reach out to us at careers@childdevelop.ca