Job Description

LOCATION: Toronto, ON
POSITION TYPE: Regular, Full-time (37.5 hours/week)
POSTING CLOSING DATE: August 8, 2025
Lumenus Community Services is committed to diversity, equity and inclusion. We value a recruitment and selection process that is inclusive and barrier-free and we encourage applications from all individuals including, but not limited to, all cultures, religions, racialized communities, abilities, sexual orientations, and gender identities and expressions.
The IT Program Support position will be responsible for providing support to Lumenus staff and maintenance functions related to all IT systems and equipment. Working collaboratively with end-users and the IT team, this role is responsible for full-cycle IT ticket resolution and assisting in continuous improvement processes and projects.
KEY RESPONSIBILITIES:
Resolves IT support tickets and inquiries in a timely manner

• Responds to user inquiries in a timely manner with an emphasis on providing high level customer service.

• Functions effectively as a member of a team of technology professionals by working collaboratively with the IT support team and 3rd party vendors.

• Ensures all user requests are logged, tracked, assigned / escalated, resolved and closed. Uses troubleshooting skills to resolve tickets and escalate support incidents as necessary and in accordance with established procedures and SLAs.

• Functions as onsite desktop and network support for incidents and requests by staff for head office and remote sites in the GTA.

Performs onboarding of new staff and offboarding of exiting staff

• Setup new hardware to support new on boarding requests

• Collect IT assets for off boarding requests

• Maintains an inventory of all IT company assets and manages all software licensing.

• Performs enterprise-wide support and administration for user setup of mobile devices, including account creation and changes; assigning permissions.

• Provides support for system users and for mobile devices, including software and hardware

Develop Documentation and training guides

• Contribute to the development of standard operating procedures and provides written protocols and guidance to IT staff and the end-users.

• Develops IT policies and procedures and ensures processes are documented and updated.

• Creates and maintains documentation, user manuals and knowledgebase FAQ's

QUALIFICATIONS:

• Technology or Business related diploma and/or certification from a recognized post-secondary institution.

• Minimum 2 years' experience as a customer facing IT technician in a technology support environment.

• Must have a valid G license, reliable transportation, and insurance.

• Demonstrated experience as an IT resource for various enterprise IT modernization projects such as cyber security, Windows 11, and network infrastructure.

• Experience with computer image deployment software.

• Strong computer skills using a variety of software packages (Word, Excel, PowerPoint, Adobe, Visio, SharePoint, Teams, Mobile Apps, VPN, Anti-virus, etc.).

• Effective planning, multi-tasking, and organizational skills.

• Must be able to work independently, multi-task, set priorities and meet deadlines.

• Strong interpersonal skills, as well as strong written skills.

• Working knowledge of mobile technologies; wireless and Android/iOS devices.

• Customer Focus: Great customer service skills with an ability to demonstrate empathy and build positive client relations.

• Collaboration: Ability to establish and maintain positive, effective working relationships with users, co-workers and vendors.

• Communication: Excellent communication skills and ability to communicate technical information in a format that enables users to understand.

• Problem solving skills: Ability to analyze and solve difficult problems with strong interpersonal and troubleshooting skills.

TO APPLY: Interested applicants are invited to visit our website at and submit their cover letter and resume through our Career Centre on or before August 8, 2025.
We ask applicants to make any accommodation requests for the interview or selection process known in advance by contacting the Human Resources Department. Human Resources will work together with the hiring committee to arrange reasonable and appropriate accommodation for the selection process which will enable you to be assessed in a fair and equitable manner.