IT - Help Desk Analyst

At Achev, we believe that everyone deserves an equal opportunity to build a better life and a successful future. For more than 30 years, we have dedicated ourselves to helping diverse Canadians and newcomers achieve their full potential. Today, we are one of the largest providers of employment, newcomer, language, and youth services in the Greater Toronto Area. Our dedicated team of nearly 400 staff delivers a wide range of innovative, high-quality, and personalized programs and services that empower our clients to prosper and our communities to thrive.

We thrive in a One Achev culture where collaboration and an integrated service delivery will positively impact Achev’s resiliency, agility, success, and growth.

Join us in helping diverse Canadians and newcomers achieve their full potential!

Achev’s latest Impact Report:

Duties And Responsibilities
Act as first line of user support for Achēv by responding to and organizing tickets, phone calls and email requests to the help desk, providing one on one support to Achēv employees across all sites
Record all information into the Achēv ' Workflow Management System
Perform installation, configuration, maintenance and troubleshooting of desktop hardware, software and peripheral and portable/mobile devices.
Ensure network connectivity and perform preliminary diagnostics as required and - elevate issues based on the impact and urgency of the incident.
Administer equipment hardware and software upgrades and maintain end-user accounts, permissions and access rights
Maintains PC equipment & software inventory
Perform system backups and recovery
Create and maintain inventory of all desktop, laptop computers, and miscellaneous IT equipment including mobile devices
Work with vendors and suppliers for hardware warranty services, hardware repairs, and quotes for new equipment
Hands-on involvement in the processes and administration related to IT equipment,
e.g. photocopiers, desktop equipment (monitors, phones and cell phones)

Qualifications
Bachelor's degree in IT-related field preferred.
A+ or Microsoft MCSA certification preferred.
2-5 years' experience in IT-related fields
In-depth knowledge and experience with Windows 10+
Thorough understanding of Windows AD and Windows Domain environment.
Strong knowledge of common business applications and software suites, including but not limited to MS Office 2007+, major web browsers, antivirus software, remote access/support software, VPN clients and Adobe products
Strong interpersonal skills and client service focused
Self-motivated quick learner genuinely enthusiastic about going above and beyond to help people solve their IT problems and get the most from their IT devices and systems
Travel is required to 9 sites (a car and valid Ontario Drivers' License are required)

Salary: $63,000

This is a current vacancy. Please note that we use AI tools in our application screening process. All hiring decisions involve human review.

We’re looking to welcome people to our diverse, inclusive, and authentic workplace. We especially welcome applications from members of racialized groups, Indigenous peoples, persons with disabilities, persons of diverse sexual orientations and gender identities and others with the skills and knowledge to productively engage with diverse communities. We are committed to a selection process and work environment that is inclusive and barrier-free.