IT Support Analyst

Who we are

Children are at the front and centre of what we do; they are the foundation of our purpose and the basis for our evidence-driven strategy. Our mission is to transform the lives of children, youth and their families by developing and delivering innovative, research-based mental health and early learning programs. At the Child Development Institute (CDI), we are passionate about helping our communities’ most vulnerable members and their caregivers. It motivates each of us to face what can be difficult situations while continuously finding the purest joy in play, in silence, in advice, and in the unbelievable strength and resilience of our young clients. Joining us now is a rewarding opportunity to be part of an organization that is built on a legacy of more than 100 years of helping children and families. 

Recognized as a leader and model for measurement-based impact, we are client-centred, family-centred, and data-informed. We are a place where professionals grounded in mental health, care, and well-being of infants, children and youth, come together in collaboration, learning and inclusion. As a multiservice organization delivering social, emotional, and behavioural counselling services, early childhood education, learning disabilities and mental health services, and family violence services, we address the whole person from when they begin their life. Every child and family that reaches out to us is unique, and we value and embrace their individuality. We deliver the tailored support and tools they need to build life-long skills, positive mental health, and resilience. With their trust in us, we guide children and families along a supportive journey. It is an often difficult path and simultaneously the most rewarding experience for providers, children and families.

Who we need

Reporting to the Manager, IT Support Services, we are hiring an IT Support Analyst on a permanent, full-time basis. As our new IT Support Analyst, you will provide Level 1 and Level 2 technical support across multiple locations, with a focus on Microsoft 365, Azure Active Directory (Azure AD) user and license administration, endpoint configuration through Intune, and SaaS platform support. You will be responsible for onboarding and offboarding staff, resolving incidents and service requests, preparing and deploying devices, and assisting with operational IT tasks. You will assist with basic network and server tasks under guidance from senior team members and escalate complex infrastructure or security changes when required. Your work will directly enable teams to deliver essential community services without interruption.

This existing vacancy is a full-time, hybrid position, with on-site work on Mondays plus two additional in-office days and two remote days per week. Initial onboarding and training will take place fully on-site for four (4) weeks. The role requires flexibility to adjust on-site days as needed, travel to nearby locations outside the downtown Toronto core, and provide support outside standard business hours during peak project periods.

What’s in it for you:

Technical challenges. You want hands-on involvement across the full IT support environment, working with technologies including Microsoft 365, Azure AD, Intune, SaaS platforms, and multi-OS environments. You will troubleshoot and resolve end-user issues across hardware, operating systems (Windows, macOS, Linux), Microsoft 365 applications, SaaS platforms, and network connectivity. You will support LAN and wireless infrastructure, assist with Windows Server and Linux system preparation, participate in device imaging and deployment, and apply security and access controls in Azure AD using PowerShell for administrative tasks and reporting.

Growth. You want to expand your experience across enterprise support, cloud administration, systems troubleshooting, and infrastructure operations. You will build deeper expertise in Microsoft 365 and Azure AD administration, SaaS platform support, Windows Server environments, and endpoint deployment while managing onboarding, offboarding, and device lifecycle activities. Working closely with a collaborative IT team, you will support over 200 devices across the organization and gain exposure to a broad range of technologies and operational systems.

Meaningful impact. You want to empower teams with access to reliable, cutting-edge technology and tools so they can focus on our mission. You will enhance the daily technology experience for staff across community programs, enabling the organization to transform its approach to technology. You will play a central role in ensuring stability, security, accessibility, and operational continuity, directly contributing to improved outcomes for their community-based clients.

As our new IT Support Analyst, you will:

• Deliver end-to-end technical support. You will provide Level 1 and Level 2 technical support to end users across desktop, mobile, and remote environments. You will troubleshoot and resolve a wide range of issues spanning hardware, operating systems (Windows, macOS, Linux), end-user applications, and peripherals. From initial intake through resolution, you will manage incidents and service requests in Jira Service Management, document solutions, and coordinate escalations or vendor support as required.
• Manage cloud environments. You will administer Microsoft 365, including Outlook, Teams, SharePoint, OneDrive, and Office applications. You will perform user provisioning, licensing management, and access administration within Azure AD. You will build automation for administrative tasks and reporting using PowerShell.
• Oversee device and access lifecycle management. You will play a key role in onboarding and offboarding by preparing devices, provisioning user accounts, managing permissions, issuing and recalling equipment, and ensuring accurate access configuration. You will maintain an accurate inventory of IT assets, including laptops, desktops, mobile devices, network equipment, and peripherals. You will provide on-site support to deploy updated device imaging and technology across the organization, resolving technical issues as required. 
• Support SaaS platforms and enterprise applications. You will provide support for SaaS platforms, including user setup, configuration, and access troubleshooting. You will coordinate with vendors when escalations are required. You will assist in validating system updates or new features before rollout.
• Assist with network and infrastructure support. You will troubleshoot LAN and wireless connectivity issues and assist senior team members with switches, firewalls, and access points. You will also assist with Windows Server tasks, including basic maintenance, user access checks, and file services preparation, and support Linux-based system preparation used for deployment and imaging processes. You will assist with infrastructure upgrades, endpoint refreshes, and enterprise application deployments as part of broader modernization projects.
• Strengthen documentation, adoption, and change management. You will create and maintain SOPs, configuration documentation, knowledge articles, and training resources. You will promote consistent ticketing practices, support internal knowledge sharing, and assist with device rollouts, pilot programs, migrations, and organization-wide technology changes. You will also deliver hands-on training to staff, including those who require extra support or reassurance with foundational tools such as email and printing.

What you bring:

• The experience. You have a customer-first approach and are driven to empower users with the knowledge they need to use technology effectively. You communicate clearly, calmly, and patiently with non-technical users, providing step-by-step guidance when needed. You build trust through collaboration and have experience producing documentation, SOPs, and user-facing guidance that support consistent adoption. You have experience supporting multi-site IT environments, managing service requests through ITSM platforms such as Jira Service Management, and owning issues from initial report through resolution.
• The technical skills. You have hands-on experience troubleshooting Windows, macOS, and Linux environments, supporting endpoint devices, peripherals, and mobile platforms. You administer Microsoft 365 services (Outlook, Teams, SharePoint, OneDrive, Office apps) and manage Azure AD for user provisioning, licensing, and access controls. You support device management through Microsoft Intune and leverage PowerShell for administrative tasks, reporting, and basic automation. You have familiarity with basic LAN and WiFi troubleshooting, network hardware (including switches, firewalls, and wireless access points), and Windows Server basics such as Active Directory and file services. Experience with Ubiquiti environments is considered an asset.
• The accountability. You are prepared to support an environment of 200+ devices across multiple locations. You prioritize service requests effectively while maintaining clear communication with users and internal stakeholders. You maintain accurate records of tickets, assets, and system configurations, ensuring consistent workflow management and adherence to support procedures. You have the flexibility to work within a rotational on-call schedule.  

Compensation

At Child Development Institute (CDI), we believe that compensation should be transparent, fair, and supportive of your experience and growth. For this role, the salary is $70,000. Salary is determined by the complexity of the position and internal equity, ensuring a fair and competitive salary within our sector.

We believe in transparency and open conversations about compensation. If you have any questions about our approach, we are happy to discuss them throughout the hiring process.

Join us.

Fostering positive transformations in mental health for over a century, CDI is a world-class leader trusted in helping children, youth and families through a wide range of evidence-informed services to build lasting change.

At CDI, we prioritize the mental well-being and work-life balance of our teams. We acknowledge the reality of the emotionally demanding work each of us puts in every day. To that end, we strive to create a collaborative, diverse, inclusive, and equitable space where creativity flourish by offering:

• Flexible hours in a planned program environment.
• A focus on cross-disciplinary collaboration and knowledge sharing.
• Ongoing professional development opportunities. 

If you want to be part of our vision to make a measurable lifelong impact on the mental health and well-being of children, youth and their families, join us.

Apply now

If you're excited about this role but your experience aligns differently with every requirement, we encourage you to apply. While specific qualifications are strictly required, others can be based on various experiences, backgrounds, and knowledge. We can't promise an interview, but we will consider your whole application. 

What you can expect from our interview process:

• A virtual interview with a Talent Advisor will discuss your interest in the role and background. The conversation will be recorded using BrightHire, an AI-powered video interview tool. More details will be shared when you are invited to interview.
• A technical case study to be assigned and completed in advance of the next stage, designed to assess your technical approach, problem-solving skills, and ability to apply your knowledge to real-world scenarios.
• An in-person panel interview with the Manager, IT Support Services, the COO, and an IT Advisor focused on your technical experience, case study insights, and how you approach system support, collaboration, and working in a mission-driven environment.

CDI is firmly committed to diversity within its community and welcomes applications from racialized persons/persons of colour, Indigenous People of North America and the world, persons with disabilities, 2SLGBTQIA+ persons, and those who may contribute to the further diversification of ideas. We are committed to providing equitable opportunities in employment and to providing a workplace which is free from discrimination and harassment. We are equally committed to providing an inclusive and accessible workplace. If you require accommodations, please reach out to us at View email address on childdevelopmentinstitute.applytojob.com  

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