About Us

Biweekly Base Hours: 80 Hours

Salary: Salaried

Reena is a non-profit organization that has provided community services for people with developmental disabilities while promoting dignity, individuality, independence, personal growth and community inclusion within a framework of Jewish culture and values since 1973. Reena advocates for people, and supports individuals to develop spiritually, feel a connection and sense of belonging to their roots, culture and community, but also encourages the expression of everyone’s culture and religious roots, regardless of background and denomination.

The primary purpose of the role is to provide frontline support, internally and externally, for both hardware and software issues via telephone, in person, or remote access promptly. This role also is responsible for following-up with on-going support issues, communicating new developments to users, and to assist in the maintenance of the Reena infrastructure and Data Centre environments as assigned.

You will provide technical end-user support to local and remote users with the highest standard of professionalism and customer service.

This position will be located at the 1 Promenade Circle - subject to change. Reena reserves the right to reassign this position to a different location due to operational needs.

Responsibilites Include:

Support the internal clients by:

- Efficiently providing frontline support for hardware and software issues in a courteous and responsive manner, ensuring maximum productivity.
- Troubleshoot and resolve technical issues related to Desktop/Laptop hardware, mobile devices, tablets, printers, software, audio/video systems, collaboration tools, and network connectivity.
- Escalating technical support as needed, both internally and externally
- Liaising with external suppliers and vendors, acting on behalf of the customer
- Creating, managing, monitoring, and updating tickets in the Service Desk software tool
- Providing NOC monitoring and being proactive on maintenance for potential issues
- Troubleshooting any printing-related issues,



and provide on-site Desk Support
- Providing first line support for Windows-based servers (2008, 2012 R2), Androids, iPhones, tablets and support for Cisco Switches and Firewall appliances
- Handling remote connectivity issues and LAN/WAN connectivity issues
- Performing hardware configurations; setting up Desktops and Laptops, Android devices, iPhones, tablets and printers etc.
- Using the Service Desk ticketing system, ensuring consistent communication with users.
- Other duties as assigned.

Qualifications Include:

Formal Education and Experience

- 1 to 2 years college certificate in related field
- 1 to 2 years of experience in an IT Service Desk environment
- Certifications in Microsoft an asset
- Other IT certifications an asset
- Commitment to continual professional development and industry certification
- Experience with Active Directory and Microsoft Exchange
- Keen understanding of the role of IT in business
- General knowledge of non-profit environments

Collaboration

- Reinforces sharing of expertise between team members and among teams to achieve superior services/results.
- Willing to help and encourages others to learn new and different parts of their jobs by sharing knowledge, experience and information.

Creative Problem Solving, Decision Making and Initiative

- Thinks “outside the box” to identify new solutions.
- Evaluates alternatives solutions and identifies and acts on the optimum course of action.

Interpersonal Skills, Respect and Conflict Resolution

- Takes personal responsibility for resolving service issue in a timely manner
- Produces good results when working with others by displaying tact, cooperation, sensitivity and respect for the opinions and situations of others and their culture
- Would need access to a vehicle, as some travel will be required

Additional Information:

Reena is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). If you require accommodation for disability during any stage of the recruitment process, please notify Human Resources.

📌 IT Service Desk Analyst, Tier I (Full-Time) (Italia)
🏢 Reena
📍 Italia