ICT Program Support

Job title:

ICT Program Support

Company

Lumenus Community Services

Job description

ICT Program SupportLOCATION: Toronto, ONPOSITION TYPE: Full-time Regular (37.5 hours/week)POSTING CLOSING DATE: November 9, 2024Interested in working with an amazing team that really cares? Then you should join Lumenus! At Lumenus we illuminate a seamless pathway to optimal wellbeing for our clients. As one of the largest mental health agencies in Ontario, we offer a broad range of high-quality mental health, developmental and community services for infants, children, youth, individuals, and families across Toronto. We are a passionate, dynamic and growing agency. We offer a competitive salary, employer paid benefits, ongoing training, and career development opportunities!Lumenus Community Services is committed to diversity, equity and inclusion. We value a recruitment and selection process that is inclusive and barrier-free and we encourage applications from all individuals including, but not limited to, all cultures, religions, racialized communities, abilities, sexual orientations, and gender identities and expressions.The ICT (Information, Communications & Technology) Program Support position will be responsible in providing support to Lumenus staff and maintenance functions related to all ICT systems and equipment. Working collaboratively with end-users and the ICT team, this role is responsible for full-cycle ICT ticket resolution and assisting in continuous improvement processes.KEY RESPONSIBILITIES:Resolves ICT support tickets and inquiries in a timely manner

• Responds to user inquiries in a timely manner with an emphasis on providing high level customer service.
• Functions effectively as a member of a team of technology professionals by working collaboratively with the ICT support team and 3rd party vendors.
• Ensures all user requests are logged, tracked, assigned / escalated, resolved and closed. Uses troubleshooting skills to resolve tickets and escalate support incidents as necessary and in accordance with established procedures and SLAs.

Performs onboarding of new staff and offboarding of exiting staff

• Setup new hardware to support new on boarding requests
• Collect IT assets for off boarding requests
• Maintains an inventory of all ICT company assets and manages all software licensing
• Review new hardware purchase requests and process orders through 3rd party vendors
• Performs enterprise-wide support and administration for user setup of mobile devices, including account creation and changes, assigning permissions
• Provides support for system users and for mobile devices, including software and hardware

Develop Documentation and training guides

• Develops standard operating procedures and provides written protocols and guidance to ICT staff and the end-users
• Develops ICT policies and procedures and ensures processes are documented and updated
• Creates and maintains documentation, user manuals and knowledgebase FAQ’s

QUALIFICATIONS:

• Technology or Business-related diploma and/or certification from a recognized post-secondary institution.
• Minimum 2 years’ experience as an IT Coordinator or in a technology support environment, related experience in support role.
• Strong computer skills using a variety of software packages (Word, Excel, PowerPoint, Adobe, Visio, SharePoint, Teams, Mobile Apps, etc.).
• Effective planning, multi-tasking, and organizational skills.
• Must be able to work independently, multi-task, set priorities and meet deadlines.
• Strong interpersonal skills, as well as strong written and oral communication skills.
• Working knowledge of mobile technologies; wireless and Android/iOS devices.
• Customer Focus: Great customer service skills with an ability to demonstrate empathy and build positive client relations.
• Collaboration: Ability to establish and maintain positive, effective working relationships with users, co-workers and vendors.
• Communication: Excellent communication skills and ability to communicate technical information in a format that enables users to understand.
• Problem solving skills: Ability to analyze and solve difficult problems with strong interpersonal and troubleshooting skills.

TO APPLY: Interested applicants are invited to visit our website at and submit their cover letter and resume through our Career Centre on or before November 9, 2024.We ask applicants to make any accommodation requests for the interview or selection process known in advance by contacting the Human Resources Department. Human Resources will work together with the hiring committee to arrange reasonable and appropriate accommodation for the selection process which will enable you to be assessed in a fair and equitable manner.

Expected salary

Location

Toronto, ON

Job date

Fri, 04 Oct 2024 01:38:00 GMT

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