IT Support Specialist - Tier 1
Nucleus Independent Living - Oakville, ON

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Nucleus provides personal support and essential homemaking assistance to frail seniors and persons with physical disabilities living within designated areas in Mississauga, Oakville and two sites in Toronto. Scheduled and on-call services are available 24/7/365 to enable individuals to remain living independently in their own homes.

IT Support Specialist – Tier 1
Full-Time Position

POSITION SUMMARY
Reporting to the Director, Finance and IT, the objective of this role is to ensure corporate computer, communication and database systems work properly, offer support to all network users and be the key liaison with Nucleus’s out-sourced IT System Administrator Service Provider.

POSITION RESPONSIBILITIES INCLUDE:
 Install, configure, maintain, problem determination and troubleshoot Windows desktop operating system based
computer hardware, peripherals (including photocopiers) and software applications
 Configure, maintain, problem determination and troubleshoot of Corporate Phone System and Smartphones
 Day-to-day support and maintenance for the client scheduling software system (Campana Systems GoldCare application) including database administration, table set up and maintenance, performance monitoring, problem identification and user assistance.
 Identify and respond to incidents, i.e. qualify impact and urgency, notify responsible team, troubleshoot and apply fix, escalate to appropriate team, report incidents etc.
 Respond efficiently and quickly to requested demands on a daily basis
 Accountable for following up and closing tickets
 Maintain accurate inventory records of all Computer Hardware/Software and Smartphone devices
 Develop and maintain organization’s SharePoint workspace
 Maintain organization’s Information Technology Plan and Disaster Recovery Plan
 Perform other duties as required

SKILLS AND QUALIFICATIONS
 IT Diploma from a recognized post secondary institution or equivalent experience
 Minimum 2+ years of direct IT Technical Support experience
 Extensive knowledge of Windows Operating System (both desktop and server)
 Extensive knowledge of Microsoft Office Suite with emphasis on Excel and SharePoint
 Extensive knowledge of Samsung Galaxy Note 3 and S4 smartphones
 Phone System Administrator experience with Avaya IP Office R9.0 Platform
 Database Administrator experience using GoldCare and CellTrak a definite asset
 Strong interpersonal skills and passionate about delivering excellent IT support service
 Confident self starter who can make decisions and escalate incidents when necessary
 Ability to strictly adhere to policies and processes
 Strong organizational skills with ability to work under pressure and manage multiple tasks and deadlines concurrently
 Exceptional attention to detail and communication skills required
 Must possess high level of confidentiality and discretion
 Experience with monitoring tools, i.e. ticket management tool

Nucleus Independent Living is an Equal Opportunity Employer

To be considered, please submit Resume and Salary Expectations


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