Technical Analyst I

Be the Spark! Join our passionate team and help us to achieve great things in our community! As part of the IT technical support team the Technical Analyst I resolves hardware and software issues deploys devices and applications and provides clear user-friendly support that enhances collaboration with HR Finance Operations and external vendors the role anticipates needs streamlines processes and drives continuous improvement across the digital workplace. Key contributions include maintaining system reliability automating tasks and supporting cross-functional initiatives that strengthen digital services and advance the YMCAs mission.

In this role you will:

• Lead the end-to-end Service Desk experience by triaging and resolving Windows 10/11 M365 Active Directory and network requests submitted by phone chat portal or email consistently meeting or exceeding SLA commitments while modeling YMCA hospitality.
• Mentor and coach colleagues and end users by delivering micro-trainings onboarding sessions and self-service knowledge articles that accelerate adoption of new tools upgrades and secure work practices.
• Safeguard uptime by participating in the 247 on-call rotation responding to P1 incidents within target metrics driving root-cause analysis and documenting preventive actions that reduce recurrence.
• Provision and deploy end-user hardware and software for site launches relocations refreshes and MAC (move/add/change) projects teaming with senior engineers to support larger infrastructure rollouts.
• Automate and document repeatable tasks through Intune policies PowerShell scripts and Jira workflows while maintaining accurate asset license and configuration data to enable a shift-left support model.
• Analyze and optimize Service Desk KPIsqueue health resolution times and customer-satisfaction trendsand propose process or tool enhancements that boost efficiency and service quality.
• Collaborate cross-functionally with IT HR and program teams to advance the YMCAs digital-service vision by contributing technical insight and hands-on support to priority initiatives.
• Perform other duties as assigned.

What you need to succeed:

• Commitment to the YMCAs Mission Vision and Values
• Focus on the health safety and wellbeing of all children youth and vulnerable people in YMCA programs including understanding legal and moral obligations related to reporting suspected child abuse to Child Protection Services
• YMCA Competencies: Accountable Relationship-Builder Improvement-Orientated Team Player & Leader Equity and Wellbeing Promoter

You bring:

• Post-secondary education in a related field (e.g. Information Technology) or equivalent experience; technical certifications such as Microsoft Certified: Endpoint Administrator Associate (or earned within 12 months) required.
• 12 years of experience in Service Desk or Technical Support within a hybrid Windows 10/11 and Microsoft 365 environment.
• Working knowledge of:
  • Active Directory / Azure AD (passwords groups)
  • Windows Update rings / Intune or WSUS policies to meet patch-compliance targets
  • Remote-assist suites (e.g. TeamViewer Quick Assist AnyDesk) for zero-touch troubleshooting
  • Basic network troubleshooting (Wi-Fi VPN TCP/IP)
• Experience with ITSM tools particularly Jira Service Management and Confluence including maintaining asset and license records.
• Certifications such as ITIL 4 Foundation CompTIA A Microsoft 365 or Azure Fundamentals are an asset.
• Scripting and automation skills (e.g. PowerShell) and experience with hardware diagnostics (SSD swaps memory tests firmware) across Dell/Lenovo devices are considered an asset.
• Strong written and verbal communication skills with the ability to translate technical information into plain language and produce clear concise documentation.
• Proven ability to manage competing priorities work independently and thrive in rotating on-call duties including nights weekends and site visits within the GTA.
• Valid G-class drivers licence and access to a vehicle for occasional site visits.
• Proven well developed project management planning and time management skills.
• Strong problem-solving skills and ability to seek solutions that meet diverse needs.
• Excellent attention to detail and accuracy.
• Strong written verbal and presentation communication skills.
• Demonstrated ability to take initiative work autonomously and remain flexible as plans change.
• Excellent understanding of diversity inclusion and equity including the ability to identify and address barriers in recruitment practices work effectively with diverse stakeholders and integrate equity into program design.

Why work for the YMCA

The YMCA of Greater Toronto is a charity that ignites the potential in people helping them grow lead and give back to their communities. We are committed to helping our employees reach their full potential and are recognized as a great place to work. We offer meaningful jobs and the opportunity to make a difference in the lives of individuals and the health of our communities. See what you can expect from the YMCA here.

Joining the Y means contributing to over 170 years of providing opportunities for people to shine through programs and services such as health and fitness licensed child care camps employment and immigrant services education and training and services for youth families and seniors. Learn more in our strategic plan Greater Together which outlines how we are focused on building communities where people feel healthier and more connected to their neighbours.

The YMCA of Greater Toronto is committed to Diversity Equity Inclusion and Belonging. We strive to remove barriers to employment and recognize that diverse staff who reflect the communities we work in enrich the experiences of our participants and our team. As an equal opportunity employer we invite applications from all qualified candidates including racialized people/people of colour Indigenous Peoples disabled people/people with disabilities and members of 2SLGBTQIA communities.

If we can make the recruitment process more accessible for you please let us know when we reach out about a job opportunity so we can work with you to accommodate your needs.

In keeping with our commitment to safety and child protection job offers are contingent on the successful completion of a Police Records Check. Within the first four months and every three years thereafter a Vulnerable Police Records Check is required. Learn more about these checks here.

Required Experience:

IC