Specialist, Technology

Key Responsibilities

Manage incoming IT support requests through email, messages, and the IT Service Desk (Zendesk), promptly providing first and second-level support, communicating clearly with users, communicating clearly with users, and escalate complex issues as needed.
Administer and troubleshoot requests involving the M365 environment (Teams, Exchange, SharePoint, OneDrive, Azure and phone queues).
Prepare, image, and configure laptops and related equipment for staff and external guests, including software installation and account setup.
Maintain and update laptop image as necessary for organization laptops.
Deliver IT Orientation for all new staff, and provide training to applicable staff on various software and systems.
Monitor various 3rd party portals for alerts/requests and action as required.
Procure, receive, ship, track and inventory laptops and other IT equipment across offices and remote staff, while maintaining the IT asset inventory.
Maintain, upgrade and request purchase of IT hardware and software as needed.
Plan and execute application & hardware rollouts.
Assist with MDM setup on staff personal phones.
Support and troubleshoot office IT equipment, including printers, TVs, meeting room audio equipment, and Wi-Fi Access Points.
Support the security, stability, monitoring and daily management of IT infrastructure.
Liaise with designated IT vendors and third parties to support troubleshooting and service delivery.
Update and maintain internal documents, procedures, IT Knowledge Base (KB), and user guides to support knowledge sharing. Follow IT policies, procedures, and best practices, including ITIL focused Incident and Problem Management.
Responsible for gathering and coding monthly department invoices.
Assist the Technology team, as required, with other related duties contributing to the mandate and successful operation of the department and organization.

What We Are Looking For

3+ years of experience in a service-oriented IT support role, working as part of a team that supports, monitors and manages Windows and an Active Directory infrastructure across multiple sites
Strong working knowledge of various technologies, including:
Microsoft Active Directory (including user/device administration and Group Policy), WSUS, Windows 11
Microsoft365 (Teams, Exchange Online, SharePoint Online, OneDrive for Business, Endpoint Manager)
Microsoft Intune (Conditional Access Policies, Inventory management, software deployment, etc)
Mobile technologies and security (e.g.: Smartphone’s and tablets)
Microsoft MDT Server
HP multi-function printers
Cybersecurity tools (Microsoft Defender, ThreatLocker, Zscaler, Push Security)
Conferencing technologies (Teams, Zoom)
Experience being an effective member of a busy IT Service Desk.
Strong interpersonal skills and experience working effectively with a broad range of stakeholders.
Excellent communication skills; verbal and written.
Experience working effectively with 3rd parties.
Advanced troubleshooting and analytical skills.
Service and customer oriented.
Proven ability to problem solve effectively and calmly under pressure.
Eager to learn and keep abreast of emerging technologies.
Experience working in a hoteling and remote working environment.
Knowledge and/or education of environmental/sustainability issues an asset.
Experience working in a non-profit organization an asset.
Identify & align with WWF’s core values: Courage, Integrity, Respect, and Collaboration.

Other Information

This is a hybrid position based out of the Toronto office, requiring the individual to be in office 2-3 days per week.
Occasionally provide IT support outside of normal business hours as required (out of hours project implementations and WWF-Canada events etc.).
This job posting is for an existing vacancy.