Help Desk Technician

Requisition Number: 1269 Terms of Employment: Permanent Full-Time Location: Head Office Employment Address: 700 – 2235 Sheppard Ave E, Toronto ON M2J 5B5 Hours of Work: Monday to Friday, 37.5-hour work week Vacancy: 1 Language: English Hiring Range: $51,306 - $54,854 annually About Mount Pleasant Group: Mount Pleasant Group (MPG) is a not-for-profit organization that has been dedicated to serving families in the Greater Toronto Area since 1826. MPG comprises of two affiliated entities: the Mount Pleasant Group of Cemeteries (MPGC) and Canadian Memorial Services (CMS). Together, they deliver comprehensive death care services with compassion and professionalism. MPGC owns and operates ten cemeteries and four crematoriums across the GTA, while CMS provides funeral services at nine locations, including funeral centres within MPGC cemeteries and standalone facilities known as The Simple Alternative. As a trusted community partner and environmental steward, MPG is committed to innovation, leveraging new trends and advancements in technology while upholding our long-standing values. Our team takes pride in the meaningful work we do every day, helping families navigate life's most challenging moments with care and respect. Our Vision: A world where dignified, inclusive, innovative and trustworthy death-related planning and care are accessible to everyone. Our Mission: MPG will serve the diverse clients and communities of yesterday, today and tomorrow with excellence and compassion to meet all their death care needs. Our Values: Inclusiveness • Transparency • Innovation • Dependability • Compassion At Mount Pleasant Group, we believe our strength lies in the passion and diversity of our people, and we deeply value the unique skills, perspectives, and experiences each individual brings to our team. We are committed to fostering an environment where everyone feels respected, supported, and empowered to be their authentic selves. By embracing inclusivity, we aim to build a workforce that collaborates meaningfully and reflects the richly diverse communities we are privileged to serve. We encourage individuals of all backgrounds, experiences, and identities, including those from underrepresented groups, to apply and join us in advancing our commitment to diversity, equity, and inclusion. About the Position: The Help Desk Technician (Technician) plays a key role in ensuring the effective and efficient use of corporate technology systems across MPG. Serving as the primary point of contact for all employees requiring technical assistance, the Technician supports users experiencing issues with corporate‑issued computers, phones, tablets, smartphones, and related software and applications. Working within the IT support framework, the Technician troubleshoots and resolves first‑level technical problems, escalates more complex issues to senior team members or specialized support groups, and ensures that all service requests are documented and completed in accordance with established service standards. The role contributes to the reliability and continuity of MPG’s technology environment by maintaining hardware inventory, supporting device onboarding and offboarding processes, and assisting with routine system updates and maintenance activities. The Technician interacts with employees at all levels of the organization and is expected to deliver support that is responsive, clear, and user‑friendly. By ensuring consistent and timely technical assistance, the role supports employee productivity, reinforces positive technology experiences, and contributes to the overall stability and security of MPG’s IT environment. What we offer: • Comprehensive benefit plan including medical, dental, vision, disability, life insurance, and a health care spending account • Wellness resources and benefits including a wellness spending account • Defined contribution pension plan with employer match • RRSP & TFSA options • Enhanced Employee Assistance Program (EAP) • Internal training and development opportunities, including job shadowing and a mentorship program, and access to an Educational Assistance Program • Paid Vacation days plus additional personal paid days off • Hybrid work environment • Annual Employee Engagement Surveys and Annual Employee Townhalls • Salary increases, in accordance with company policy The successful candidate will be required to: Technical Support & Troubleshooting • Serve as the first point of contact for all end‑users, delivering prompt and knowledgeable technical assistance through phone, email, remote tools, and in‑person channels. • Diagnose and resolve a wide range of hardware, software, and network issues across desktops, laptops, printers, mobile devices, and peripherals using structured troubleshooting methodologies and remote diagnostic tools. • Investigate issues involving operating systems, application performance, authentication/access, and network connectivity, applying analytical reasoning to identify root causes. • Utilize internal knowledge bases, manufacturer documentation, system logs, and other technical resources to research and implement effective solutions. • Perform initial incident analysis and escalations, ensuring tickets include clear problem statements, steps taken, and observable symptoms to support seamless handoffs. • Provide calm, clear, and empathetic communication at all stages of support, ensuring users understand impacts, next steps, and expected timelines. Helpdesk Operations & Ticket Management • Accurately log, classify, and prioritize all support requests in the helpdesk ticketing system, ensuring complete, consistent, and professional documentation. • Manage the full lifecycle of tier 1 service tickets, from intake to resolution, in line with service level agreements (SLAs) and escalation protocols. • Document troubleshooting steps and final resolutions to support team learning, historical reference, and improved service consistency. • Follow up with employees to validate the effectiveness of resolutions and provide proactive guidance to reduce repeat incidents. • Utilize remote access tools effectively to support onsite, hybrid, and remote employees. • Participate in scheduled on‑call rotations by providing after-hours support, resolving incidents when possible, or escalating urgent issues appropriately. IT Infrastructure Maintenance & Support • Support the setup, configuration, deployment, and lifecycle management of computers, mobile devices, software applications, and network-connected hardware in accordance with organizational standards. • Conduct routine maintenance including software updates, patching, firmware installations, and other preventative activities to maintain system stability and security. • Configure and maintain user-specific settings, such as profiles, shared drive mappings, phone/VoIP settings, and default printers, to ensure seamless user experiences. • Uphold IT security protocols by managing account changes, including provisioning, access modifications, and secure deactivations during employee offboarding. • Monitor IT systems proactively for performance issues, recurring errors, or service degradation, bringing forward findings with context and diagnostic detail. • Perform routine database maintenance and edits in platforms such as Navision, ensuring data integrity and system efficiency. Other • Additional duties as assigned that fall within the scope of the role as assigned by the Manager, IT Qualifications: • Two-year college diploma or higher in Information Technology, Computer Systems, or a related field; an equivalent combination of education, training, and hands on experience will be considered. • A valid Ontario “G” driver’s licence, an acceptable driver’s abstract, and access to a reliable vehicle for site visits. • Minimum two (2) years of experience providing technical support within a Windows‑based corporate environment, including troubleshooting operating systems, enterprise applications, authentication, and network connectivity. • Minimum two (2) years of experience supporting and configuring mobile devices on Android and iOS platforms in a corporate setting. • Minimum two (2) years of experience supporting VoIP or cloud‑based telephony solutions, including user provisioning, device configuration, and basic call‑flow troubleshooting. • Experience using or administering an IT service management (ITSM) platform such as Freshservice. • Experience working with Microsoft Dynamics Navision or Business Central is an asset, including basic user support and navigation. • CompTIA A+ certification is an asset. • Microsoft Certified Professional (Windows 11) or Microsoft Certified IT Professional (Windows 11) certifications are an asset. • Strong organizational and time‑management skills, with the ability to prioritize competing requests in a fast-paced environment. • Excellent written and verbal communication skills, capable of translating technical information into clear, user‑friendly language. • Customer‑focused mindset with a high degree of professionalism, patience, and empathy when supporting end‑users. • Strong interpersonal skills, with the ability to work collaboratively within a small IT team and build productive relationships across departments. • Comfort with learning new systems quickly and adapting to evolving technologies and organizational needs. • Ability to maintain confidentiality and handle sensitive information appropriately in all interactions. • Working knowledge of IT service management (ITSM) practices, including ticket handling, incident classification, and escalation workflows. • Ability to interpret logs, diagnostics, and technical documentation to support root cause analysis and informed escalation. • Strong problem‑solving and analytical skills, with the ability to identify patterns, recurring issues, and opportunities for service improvement. • Solid understanding of IT regulations, security standards, and best practices, including data protection, access control, and acceptable-use guidelines. • Intermediate to advanced proficiency with Windows operating systems, Microsoft 365 (including Outlook, Teams, SharePoint), and common productivity tools. • Working knowledge of mobile device ecosystems (Android and iOS) and their associated management tools. • Familiarity with VoIP or cloud-based telephony systems, including user configuration and basic call‑flow troubleshooting. The Mount Pleasant Group is committed to providing equitable opportunities to all applicants and strives to ensure a barrier-free selection process. If you require accommodation during the recruitment and selection process, please send us an email with your accommodation needs at accomodations@mountpleasantgroup.com, quoting the job requisition ID # and the job title. Any information received related to accommodation will be addressed confidentially. Transparency in Our Hiring Process: Mount Pleasant Group’s recruitment process may utilize artificial intelligence (AI) tools to assist in the initial screening and matching of applications to job requirements. These tools are designed to support efficiency and consistency in reviewing applications. All hiring decisions are made by our recruitment team, in conjunction with the respective hiring manager. If you have questions regarding this process or require an alternative review method, please contact us. The deadline for internal applications is Friday January 30th Employees must apply through the Internal Career Centre in ADP.