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
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