Service Desk Technician

Who We Are

One Kids Place Children’s Treatment Centre provides rehabilitation and related support services for children and youth (up to the age of 19) and their families living in the Districts of Muskoka, Nipissing and Parry Sound. All staff will provide service within an interdisciplinary team environment committed to family-centered practice.

THE OPPORTUNITY

• Position: Service Desk Technician
• Location: Nipissing
• Effective: ASAP
• Status: Non-unionized
• Job type: Permanent, Full-time – 8:30 AM to 4:30 PM

POSITION SUMMARY

The Service Desk Technician provides frontline technical support to staff across One Kids Place, ensuring the effective operation of IT systems, devices, applications, and services. This role resolves technical issues, fulfills service requests, supports technology initiatives, and contributes to the reliability and continuous improvement of IT services through technical support, troubleshooting, documentation, and customer service.

JOB DUTIES

Service Desk & Technical Support

Provide frontline support for IT incidents, service requests, and technical troubleshooting activities.

Assist users in person and remotely through telephone, email, Microsoft Teams, and remote support tools.

Respond to and resolve Tier 1 support requests in a timely and professional manner.

Troubleshoot hardware, software, connectivity, and user access issues.

Maintain accurate records of support requests, resolutions, and technical documentation.

Deliver high-quality customer service while promoting positive relationships with internal and external stakeholders

Systems & Infrastructure Support

Install, configure, maintain, and support computer hardware, peripherals, and software applications.

Assist with support and maintenance of server and network-based technologies.

Provide on-site support at all organizational locations as required.

Support Microsoft 365, Active Directory, cloud-based technologies, and mobile device management solutions.

Assist with audiovisual setup and technology support for meetings, events, and organizational activities.

User Training & Technology Enablement

Provide guidance and coaching to staff regarding the effective use of software, hardware, and technology systems.

Support the implementation, training, and adoption of organizational systems and applications.

Assist users in understanding technology processes, procedures, and best practices.

Promote user awareness and effective utilization of technology resources.

Clinical & Business Systems Support

Provide Tier 1 support for electronic systems including Caredove, Oceans, AlayaCare, Microsoft Business Intelligence, and other organizational applications.

Assist with troubleshooting and support of clinical, operational, and business technology solutions.

Collaborate with business units to understand technology requirements and support operational needs.

Data & Continuous Improvement Support

Assist with data integration, transfer, validation, and quality assurance activities.

Support data-related projects through data preparation, cleansing, transformation, and verification activities.

Identify opportunities to improve service desk processes, workflows, and technology services.

Collaborate with management to support business and information technology priorities.

Participate in technology improvement initiatives and organizational projects.

Perform other related duties as assigned.

Required Knowledge & Technical Expertise

Strong knowledge and practical experience in several of the following areas:

Information technology service desk operations

Windows operating systems and desktop support

Microsoft 365 administration and support

Active Directory user administration

Computer hardware and peripheral support

Network fundamentals and troubleshooting

Server support and administration

Cloud-based technologies and services

Mobile device management (MDM) solutions

Audio visual technologies and event support

Incident management and service request fulfillment

Technical documentation and knowledge management

Business and clinical application support

Data management and integration practices

Customer service and user support methodologies

QUALIFICATIONS :

Post-secondary education in Information Technology, Computer Systems Technology, Computer Science, or a related field.

Minimum three (3) to five (5) years of experience in a comparable technical support or service desk role.

Experience supporting PCs, servers, networking environments, Microsoft Windows, Active Directory, and Microsoft 365.

Strong technical troubleshooting and problem-solving skills.

Experience supporting cloud-based resources, MDM services, and audiovisual technologies.

Excellent communication, customer service, and interpersonal skills.

Demonstrated ability to manage competing priorities and respond to service requests in a timely manner.

Strong organizational skills and attention to detail.

Ability to work independently while contributing effectively within a team environment.

Resourceful, self-motivated, and capable of exercising sound judgment.

Bilingualism in English and French is considered an asset.

Valid driver's license, transportation, and proof of insurance may be required.

WHAT WE OFFER

As an employee at One Kids Place, you will become part of a team of skilled professionals working together to meet the special needs of children, youth and their families. The work environment includes the family-centered principles and values of mutual respect, collaboration, accessibility and community inclusivity. One Kids Place provides opportunities for ongoing education and development through mentorships, workshops, conferences, and seminars.

COMPENSATION: $34.55 - $43.06 hourly (depending on prior experience as per our Collective Agreement).

HOW TO APPLY

• For an opportunity to be part of our exciting future, please apply via this job posting or send your resume attention to:
• Human Resources
• One Kids Place, 400 McKeown Ave., North Bay ON P1B 0B2
• E-mail: [email protected]
• www.onekidsplace.ca

We thank all applicants for their interest. An acknowledgement will be sent only to those candidates who will be interviewed.

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QUI NOUS SOMMES

La place des enfants Centre de traitement pour enfants offre des services de réadaptation et de soutien connexe aux enfants et aux jeunes (jusqu'à l'âge de 19 ans) et à leurs familles vivant dans les districts de Muskoka, Nipissing et Parry Sound. Tout le personnel fournira des services au sein d’une équipe interdisciplinaire engagée dans une pratique centrée sur la famille.

L'OPPORTUNITÉ

• Poste : Technicien(ne) du centre de services TI
• Lieu : Nipissing
• Efficace : Dès que possible
• Statut : Non syndiqué
• Type d'emploi : Permanent Temps plein - 8h30 à 16h30

SOMMAIRE DU POSTE :

Le ou la technicien(ne) du centre de services TI fournit un soutien technique de première ligne au personnel de La place des enfants, en veillant au bon fonctionnement des systèmes, appareils, applications et services informatiques. Cette personne résout les problèmes techniques, répond aux demandes de service, appuie les initiatives technologiques et contribue à la fiabilité et à l’amélioration continue des services informatiques grâce au soutien technique, au dépannage, à la documentation et au service à la clientèle.

FONCTIONS DU POSTE :

Centre de services et soutien technique

Fournir un soutien de première ligne pour les incidents TI, les demandes de services et les activités de dépannage technique.

Assister les utilisateurs en personne et à distance par téléphone, courriel, Microsoft Teams et outils de soutien à distance.

Répondre aux demandes de soutien de niveau 1 et les résoudre de façon rapide et profess