Desktop Support Specialist

About Us 

Established in 1996, Amica Senior Lifestyles owns and operates over 30 senior living residences in British Columbia and Ontario, while continuing to grow in select markets. Offering Independent Living (IL), Assisted Living (AL) and Memory Care (MC) lifestyle options, we combine expert care with unparalleled premium hospitality and amenities to deliver a personalized senior living experience. At Amica, we are driven by the desire to be part of something bigger than ourselves. We are privileged to spend our days enriching the lives of seniors, their families and each other. Joining Amica means you’ll experience a strong sense of belonging, purpose, possibility, and growth.

Become part of a team where you can make a real impact in the lives of others each and every day.

The Opportunity 

Reporting to the Manager, End User Services, the Desktop Support Specialist will deliver Tier 2 and Tier 3 support and manage the company's various system portals, including cloud-based file management, training and intranet vendors, Active Directory, and the Microsoft 365 environment. Additional responsibilities include installing new hardware, software, operating systems, and mobile devices at the local office; providing local support for existing hardware, software, printers, workstations, and phones; performance monitoring and tuning; troubleshooting; and retiring or upgrading outdated hardware and software. In this role, you will support Amica’s on-site Toronto office users, remote work-from-home employees across Canada, and users in our multiple residences. This position offers a hybrid work schedule, allowing for both remote and in-office work.  

What you will be doing 

• Provide on site and remote end user support to users across Canada from corporate downtown office.
• Experienced with troubleshooting Windows, macOS, and iOS devices
• Following Amica’s asset management guidelines to onboard and offboard equipment
• Ensure end user license management is followed and maintained
• Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions
• Utilizes a ticketing system to create, update, and close incident and service requests
• Administration of Active Directory and Microsoft 365 (including Exchange, Office, Intune) including additions, modifications, and deletions.
• Identifying opportunities for improvement by analyzing problems and proposing solutions.
• Updating, installing, and configuring workstations and software.
• Fostering relationships with other teams within the IT department to enhance daily operations.
• Identify, acquire, and develop a knowledge base that supports knowledge and solution development.
• Resolve fundamental technical issues and problems related to Local Area Networks (LAN), Wide Area Networks (WAN), VPNs, and other network configurations.

What we’re looking for 

• Bachelor's degree or college diploma in information systems support or related field from an accredited college or university 
• A minimum of 3 years of related experience in technical knowledge and hands-on experience with Windows OS & Office 365, Windows-based applications, peripherals, mobile devices, and network connections.
• Strong working knowledge of Microsoft 365 environment.
• Knowledge of basic networking concepts including routing, subnets and firewalls
• Excellent communication skills and the ability to explain technical information clearly to non-technical users
• Ability to prioritize, organize, and execute multiple support requests simultaneously.
• Periodic business travel may be necessary for on-site support.
• Proven experience in installing, configuring, and supporting a diverse range of client applications in a complex multi-user environment.

Nice to haves:

• Experience with ServiceNow ITSM
• Certified in ITIL Foundations V3 or higher
• Microsoft Certifications (ex. M365, IAM, Azure)
• Network+

What you can expect from us 

• An inclusive and diverse environment that celebrates individual differences and encourages you to be your best self
• A collaborative atmosphere where teamwork drives our success
• Opportunities for learning and professional development, including support for obtaining designations
• A comprehensive benefits package, including RRSP matching
• A centrally located office in the financial district, conveniently situated on the PATH and TTC subway line, offering easy access to downtown amenities

At Amica Senior Lifestyles we are passionate about working together in a supportive and inclusive environment that fosters innovation and turns ideas into action. We remain committed to creating workplaces that reflect the communities in which we operate.  We are actively seeking applicants from all religions and ethnicities, LGBTQ2s+, Black, Indigenous, racialized people, and persons with disabilities and encourage people from all backgrounds to apply for our positions. 

Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the Bona-fide requirements for the open position. Applicants need to make their requirements known when contacted. 

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