Full Time

Technical Support Specialist

UJA Federation of Greater Toronto 4600 Bathurst Street, Toronto ON

About UJA Federation of Greater Toronto

At UJA Federation of Greater Toronto, our vision is to lead the most vibrant Jewish community in North America - a community characterized by its diversity, unity, compassion, generosity and commitment to Jewish values. Together with our philanthropic, volunteer and professional leadership, we’re changing lives.

As one of North America’s leading Jewish non-profits, UJA Federation of Greater Toronto works to preserve and strengthen the quality of Jewish life in Greater Toronto, Canada, Israel and around the world. UJA advances this mission through fundraising, programs, and research focused on our strategic pillars: fighting poverty and improving well-being, growing Jewish education and identity, countering antisemitism and hate, and strengthening connections with Israel and Jewish communities worldwide.

About the Opportunity

Working with the IT Operations Team, the Technical Support Specialist is part of a team mandated with the support of the UJA Federation’s Information Technology hardware, software, data and infrastructure, supporting multiple organizations and agencies operating out of multiple locations. This role will have a strong focus on customer service and support, quality and accuracy and bringing timely resolution to user issues and requests.

This position will provide technical support for 4600 Bathurst Street & 9600 Bathurst Street.

Responsibilities include, but are not limited to:

  • Serving as the first point of contact for users seeking technical assistance over the phone or email.
  • Assess, manage and provide level 1 troubleshooting and problem resolution on all laptop, desktop, tablets, mobile devices and associated peripherals through phone and email support;
  • Administer and maintain user accounts, permissions and access rights (Active Directory, Exchange, etc.)
  • Installs, diagnoses, repairs, and maintains IT equipment including PCs/laptops, printers, AV equipment, MFPs, phone systems, etc.
  • Performs the installation and maintenance of Servers, LAN network connectivity equipment and other IT assets.
  • Writing, editing, and revising training & procedure manuals for new and updated software and hardware.
  • Event Setups – Setting up audio/video equipment for various events and meetings.
  • Utilize resources such as knowledge bases, helpdesk tools, and websites to provide solutions to end users
  • Identify and escalate priority incidents to next level support and/or 3rd party vendors
  • Provide training to end users.
  • Track, monitor and accurately document requests to timely resolution and follow up as needed

Requirements:

  • Completion of post-secondary education in an IT related program.
  • Minimum of 1-year experience working in a similar role.
  • Ability to trouble-shoot and problem solve basic to intermediary types of issues
  • Ability to follow documented processes and procedures
  • Must be a self-starter who can work independently as well as in a team
  • Ability to work in a fast-paced environment and juggle multiple deliverables, prioritizing requests with attention to detail and focus on quality
  • Outstanding interpersonal and customer service skills
  • ITIL, A+ and Network+ or similar certification would be an asset
  • Experience supporting macs in a corporate environment would be an asset.

*This is a full-time permanent position; Union Level C. UJA hours of work are 34 hours per week. Employees are currently expected to work on-site 3 days per week.

** All employees are required to be fully vaccinated as a condition of hire in accordance with the UJA's vaccine policy. Should you wish to see a copy of our vaccine policy please notify us.

Qualified applicants are invited to submit a cover letter and resume quoting REF# TSS-IT-653 to: recruitment@ujafed.org. Only those applicants invited for interview will be contacted. Please be advised that all offers of employment are contingent upon the successful completion of professional references and background checks including Social Media Account(s) and a Police Records Check/Vulnerable Sector Screening.

Commitment to Inclusion and Accessibility:

UJA Federation is proud of our dynamic professional team, which reflects the diversity of the Jewish community and general community alike in Greater Toronto. We are an equal opportunity employer and welcome applicants from all communities.

We are committed to creating an inclusive and accessible workplace, and believe this is essential to ensure that every member of our team can thrive.

We adhere to barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please notify us and we will work with you to meet your needs.