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About the Role

Evergreen is seeking a Helpdesk Support Technician to provide timely, courteous, and effective day-to-day IT support to staff, retail shop, and 3rd party events. This role involves troubleshooting hardware, software, and network issues, setting up and configuring computer equipment, and managing helpdesk tickets to ensure minimal downtime and user satisfaction.

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.

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

Skills

• Microsoft Windows
• Office 365
• Teams
• SharePoint
• Adobe products
• Desktop PCs
• Laptops
• Tablets
• Macs
• Office printers
• Active Directory
• Windows Server
• DNS
• DHCP
• TCP-IP
• PowerShell
• Remote desktop software
• LAN
• WAN
• Helpdesk ticketing systems
• Audio-visual equipment

Location

• Toronto

Work Type

• On-site
• Full-time

Experience Level

• 1 to 2 years of relevant experience

Education Level

• College or University degree

Salary/Compensations

• $55,000 to $60,000

Benefits

• Reduced work week (4.5 days)
• Flexible workdays
• Paid vacation (15 days)
• 3 paid personal days (Evergreen Days)
• Paid day off on your birthday
• Employer-paid extended health care
• Employer-paid dental benefits
• Health Care Spending Account
• Access to mental health resources
• Employee Resource Groups (ERGs)

About the Company

• Evergreen is a national non-profit transforming public spaces in our cities for the health of people and our planet.
• With over 30 years of championing urban sustainability, we see the potential of our cities to solve some of the biggest issues facing our time and believe that our public spaces are the key to unlocking it.
• We see beyond the spaces that exist today and imagine them transformed into places where people and nature thrive.
• The Evergreen Brick Works site, where our head office is located, is built on the sovereign territory and waterways of the Haudenosaunee, Wendat, and Anishinaabe Nations.
• This territory is governed by Treaty 13 signed by the Mississaugas of the Credit.

Equal Opportunity

• Evergreen is committed to fostering an inclusive and accessible work environment.
• We are an equal opportunity employer and welcome applications from all qualified individuals.
• In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code, Evergreen will provide accommodations throughout the recruitment cycle to applicants who request them.