Position Summary

As an IT Service Desk Analyst, you are the face of the IT team at League providing superior customer service, you build scalable and reliable office information technology services to support our growing business. You bring an employee first mindset to new hires as they onboard, assist with the day to day needs of our current team to ensure an awesome employee experience as it relates to IT. You will be the first-line support for all service desk tickets, and in-person support in our Toronto HQ.

In this role, you will:

• Assist new hires and ensure a smooth onboarding experience as they join League.
• Provide service to our team to ensure technology platforms, systems and equipment are working and being used efficiently.
• Proactively make recommendations to improve existing processes and make the internal IT service employee-centric.
• Build, test & maintain office information technology infrastructure, and personal computers
• Perform onboarding and offboarding for employee computer needs
• Respond to employee requests through a ticket tracking system
• Support our staff in-person in the Toronto office
• Adhere to all system operation policies including but not limited to Access Control, Encryption Control, Logging, Change Management, Platform Security, System Configuration, Physical and Incident Management policies

Required Education / Certificates / Experience

• Requirements;
• Broad technical support skills, hardware, software, basic network diagnostics
• General experience with IT systems and infrastructure
• Apple Hardware and Software troubleshooting
• Customer Service experience
• Highly desirable;
• Google Workspaces
• MDM experience
• Nice to have;
• Jira/Confluence/Okta experience
• Slack, Zoom, 1Password experience

Attributes / Characteristics

• Understands how their work fits into team and company objectives
• Prioritizes tasks without getting caught up in unimportant details
• Communicates assumptions and gets clarification on tasks up front to minimize the need for rework
• Solicits feedback from others, and gives timely, helpful feedback to peers and managers
• Understands how to communicate technical problems/solutions to non-technical individuals

Security-Related Responsibilities

• Compliance with Information Security Policies
• Implement systems for physical hardware security
• Maintain company password access security
• All Authorities are limited to the extent set out in the Authorization Policy