Senior Technical Specialist

Job Description

<h3>Job Description</h3><p>Job Description<p>Salary: $76,000-$85,000<br /><p>About YOU</p><p><br /></p><p>You are an experienced Senior Technical Specialist with deep expertise in Microsoft 365, particularly Intune and Teams, and a strong background supporting Apple environments. You excel at communicating complex technical concepts clearly to both technical and non-technical audiences and have a solid understanding of IT security best practices.</p><p><br /></p><p>You take pride in providing advanced user support, mentoring fellow technicians, and ensuring the security and reliability of IT systems. Your skills extend across networking and SQL writing, and you thrive in a collaborative, fast-paced environment where your technical insight makes a real impact.</p><p><br /></p><p>This is a newly created position at ROCK and is currently a Contract until March 31, 2027.</p><p></p><p>About ROCK</p><p></p><p>ROCK (Reach Out Centre for Kids) is recognized as the number one non-profit employer of choice, leading the way in providing mental health services to children, youth, and families in the Halton region. We are an accredited organization with exemplary standings from Accreditation Canada, reflecting our commitment to high-quality care. Our dynamic and collaborative team is dedicated to achieving our mission and vision, fostering a positive and inclusive environment that mirrors the diversity of the community we serve. At ROCK, we offer various professional development opportunities, company events, and a supportive culture that encourages innovation and growth. ROCK is site certified in the Neurosequential Model of Therapeutics (NMT) a developmentally sensitive, neurobiology-informed approach to clinical problem solving. Our hybrid work model provides flexibility, combining on-site and virtual environments, to best meet the needs of our staff and clients. Join us in making a meaningful impact in mental health care.</p><p></p><p>RESPONSIBILITIES</p><p><br><br></p><p>Microsoft 365 & Endpoint Management:</p><ul><li>Administer and troubleshoot Microsoft Intune for secure endpoint management (macOS, iOS, Windows).</li><li>Manage Microsoft Teams, including policy management, permissions, and external collaboration controls.</li><li>Ensure secure, efficient use of Microsoft 365 applications across the organization.</li></ul><p></p><p>IT Security & Compliance:</p><ul><li>Implement and monitor security configurations in Microsoft 365 and Intune (e.g., Conditional Access, MFA, device compliance).</li><li>Support vulnerability assessments and remediation across endpoints and applications.</li><li>Assist in security incident response, logging, and documentation.</li><li>Ensure adherence to data protection policies and user access controls.</li><li>Collaborate on phishing prevention, endpoint protection, and encryption policies.</li></ul><p></p><p>Technical Support & Mentorship:</p><ul><li>Act as second-level escalation for technical issues across all IT systems.</li><li>Provide guidance and mentorship to first-level technicians.</li><li>Maintain knowledge base documentation and contribute to process improvement.</li></ul><p></p><p>Apple Environment Support:</p><ul><li>Provide expert support for macOS and Apple devices in an enterprise environment.</li><li>Resolve compatibility issues between Apple products and Microsoft 365 or business applications.</li><li>Assist with deployment and management tools.</li></ul><p></p><p>Networking & Systems Support:</p><ul><li>Troubleshoot basic to intermediate network issues (DHCP, wired and wireless infrastructures).</li><li>Support and maintain file shares and VPN</li><li>Use SQL writing skills to develop queries and assist with reporting or data analysis.</li></ul><p></p><p>Collaboration & Communication:</p><ul><li>Communicate effectively with both technical and non-technical audiences.</li><li>Participate in project planning and cross-department collaboration.</li><li>Clearly document support issues, resolutions, and procedural updates.</li><li>Consistently demonstrate a balanced, flexible and adaptable work ethic.</li><li><span >Operationalizeclientsafetythrough</span> adhering to established policies and guidelines that ensure consistency in the delivery of quality andsafecare and, by identifying and reporting <span >anyclientsafetyincidents.</span></li><li>Commit to supporting client-centered care by adhering to ROCKs principles of respect, collaboration, and service planning, as outlined in the agencys strategic plan.</li><li>Ensure compliance with the specific requirements of Section 28 of the Occupational Health and Safety Act as well as any further health and safety responsibilities as outlined in agency policy and procedure</li><li>Other duties as may be reasonably assigned.</li></ul><p></p><p>QUALIFICATIONS<br /></p><ul><li>5+ years of experience in a technical support or systems administration role.</li><li>Expertise in Microsoft 365, Intune, and Teams administration and security features.</li><li>Experience supporting Apple macOS devices in a managed setting.</li><li>Solid understanding of cybersecurity principles, endpoint protection, and secure configurations.</li><li>Familiarity with networking fundamentals and SQL writing for troubleshooting or reporting.</li><li>Strong communicator and mentor to technicians.</li><li>Microsoft certifications (e.g., MS-102, SC-900, MD-102)</li><li>Experience in a compliance-focused or non-profit environment is a plus.</li></ul><p></p><p><em>Skills</em></p><ul><li>Strong desire and enthusiasm to serve customers</li><li>High aptitude and interest to learn new technology and related troubleshooting methods</li><li>Advanced troubleshooting on macOS and iOS/iPadOS.</li><li>Strong knowledge of file systems, permissions, and profile management on macOS.</li><li>Ability to communicate clearly with non-technical users.</li><li>Strong interpersonal skills to manage expectations with empathy and professionalism.</li><li>Skilled in building positive user relationships.</li><li>Familiar with network-attached storage (NAS) operating systems (Synology)</li><li>Effective Time management and multitasking ability.</li><li>Ability to think creatively to develop solutions that meet/exceed stakeholder needs</li><li>Works well independently and as an effective member of a team</li><li>Strong problem-solving and analytical skills</li><li>Documentation and knowledge base writing</li><li>Wi-Fi troubleshooting for Apple devices</li><li>VPN setup, DNS/DHCP troubleshooting</li></ul><p></p><p><em>Requirements</em></p><ul><li>Work Environment: On-site work model</li><li>Collaborative team supporting a mission-driven organization with a security-conscious approach.</li><li>Access to reliable transportation</li><li>Current (within 3 months) criminal reference check and after every three (3) years</li></ul><p></p><p>Our rewards ROCK, join our team and ENJOY: </p><p><br />Our rewards ROCK, join our team and ENJOY:<br />Flexibility: Plan your schedule to balance with your personal life.</p><p>100% employer paid premiums for extended health and dental benefits. (Contract >1 year; you need to be exclusively working with ROCK)<br />Recharge: Paid time off, Vacation time, and 2 additional ROCK holidays.<br />Learning: Access to professional development assistance to help you grow.<br />Wellness: Health and Wellness and discounted GoodLife memberships.</p><p></p><p>Be part of a team that makes a difference. Apply today and help us shape the future of mental health care for children, youth, and families!</p><p></p><p></p><p><em>ROCK is committed to fostering a positive and progressive workforce reflecting the community we serve and promoting diversity at all levels in a dynamic and inclusive environment. We provide equitable treatment and accommodation to ensure barrier-free employment in accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and ROCKs Accommodation Policy.</em></p><p></p><p><em>If you are invited to participate in the interview process and require accommodation for the interview, we ask that you provide your accommodation request as soon as reasonably practicable. Please be advised that you may be requested to provide verifiable supporting information, such as medical or other documentation depending upon the type of Code-protected accommodation, to Human Resources to ensure that appropriate accommodation is provided to you throughout the hiring process. ROCK treats all accommodation requests confidentially.</em></p><p></p><p><em>Please note that ROCK positions are currently working in an on-site and virtual hybrid model. Positions are located in theHaltonRegion and travel between sites may be required.</em></p><p></p><p></p></p></p>