Junior IT Support Specialist (Part-Time)

This role is an initial 12m FTC

Toronto, in-office

This is a part-time role (22.5 hours per week) and we would ideally like someone to work shorter days, 5 days a week. That said, we would be open to this role being 3 full days.

DEPT® is a Growth Invention company built to help the world’s most ambitious brands grow faster. Operating at the intersection of technology and marketing, our 4,000+ specialists deliver growth invention services across Brand & Media, Experience, Commerce, CRM, and Technology & Data. We’re 50|50 tech and marketing, partner-led, and first to move. Clients include Google, Lufthansa, Meta, eBay, and OpenAI. We have been certified B Corp and Climate Neutral since 2021.

JOB PURPOSE

This role is part of our Global Studios team. We create emotive yet conversion-focused ideas, products and campaigns at scale and speed. Our specialty is hyper-personalised, digital communications that change perceptions, shape new behaviours, and shift market share for our clients.

In this role, your primary role will be to manage IT support tickets and manage projects aligned with global initiatives which are assigned based on your training progression. Tasks in the role will be varied and will include tasks such as hardware on/offboarding, basic troubleshooting of hardware/software/networking issues, user access management, and supporting day-to-day IT operations.  

You will report to the AMER Regional IT Director, who will guide you through your training and career development, helping you navigate challenges related to tasks, projects, and work relationships. Teamwork and communication are essential, as you will collaborate with colleagues across multiple locations, departments, and levels. 

While much of the work will involve routine and repetitive tasks essential to "keeping the lights on," we balance this with opportunities to work on engaging projects and develop new skills. Our customers are DEPT® employees worldwide, so clear communication is critical when addressing their requests. The ability to explain technical information in layman’s terms is highly valued, along with strong customer service skills.

WHAT YOU’LL DO:

• Collaborate with the Global IT Team to resolve daily tickets.
• Provide support remotely, using Jira Service Management ticketing system, Slack, email, and video conferencing as primary sources of communication.
• Be proactive and resourceful with troubleshooting, referencing process documentation.
• Produce high-quality results, minimizing errors and repeated questions.
• Resolve IT Support tickets promptly.
• Manage user accounts and permissions across multiple platforms in systems such as Atlassian, Google, Keeper, Slack, and other company tools with proper training.
• General hardware support, password resets, basic troubleshooting.
• Assist in employee onboarding and offboarding processes in collaboration with local and global people teams.
• Conduct routine audits with detailed instructions provided by Product Owners.
• Assist with maintaining IT documentation for systems, applications, internal processes, etc.

WHAT YOU BRING:

• Relevant experience in IT support or related roles.
• Strong knowledge of IT software and hardware support.
• Experience with Atlassian tools like Jira, Confluence, etc.
• Okta, Jamf, and Intune experience is a nice-to-have.
• Experience managing and participating in projects, prioritizing tasks, and executing plans on time.
• General knowledge of both Windows and macOS operating systems; ability to navigate the UI and troubleshoot common issues.
• Experience with SaaS applications like Google Workspace, Office 365, Slack, and other cloud-based software.
• Work in collaboration with the wider IT team on optimizations and creative solutions to enhance efficiency.
• Excellent communication skills (both written and verbal).
• Strong problem-solving skills and the ability to think analytically in fast-paced environments.
• Ability to adapt to rapidly changing technologies and environments.
• Familiarity with cybersecurity principles and best practices.
• Ability to document technical processes and create user-friendly guides. 

The anticipated annual salary range for this position is $48,000 – $55,000CAD (this is on a full time basis, the role would be pro-rata'd down to the part down hours). Salary is based on relevant experience, expertise, and organizational impact.

WE OFFER

• A flexible hybrid working policy to enjoy the best of both worlds. 
• Early Finish Fridays, kickstart your weekend early with alternating early-finish Fridays.
• Full dental and healthcare cover
• 15 days paid holiday annually, increasing with length of service (plus Public Holidays).
• Birthday Leave, a paid day-off each year.
• Access to dedicated mental health resources including enhanced sick pay scheme, employee assistance programme and trained Mental Health First Aiders. 
• Dept Allowance, a dedicated company contribution to spend on either your professional development or personal wellbeing.
• Refreshments are provided in the office all week.
• Enhanced family friendly policies to support parents.
• Learning and Development, continuous growth opportunities through internal training, and "inspirational talks” guest speakers.
• Buddy Program, you will be paired with a ‘Buddy’ to help you navigate your first weeks’ at DEPT®.
• A Certified BCorp Agency and is multi-award winning “Agency of the Year”. 
• Awesome clients. Whether big or small, local or global — at DEPT® you’ll get the opportunity to work with clients of all sizes and across all industries. And we celebrate all of our successes together!
• Global DEPT® Cares Month, an annual initiative where our teams donate their professional skills and time to support local charities and pr-bono projects.

WHY DEPT®?

We are a Growth Invention company built to help the world’s most ambitious brands grow faster. Operating at the intersection of technology and marketing, we create what is next by pioneering ideas, acting fast, and moving further because standing still just is not in our DNA.

We are drawn to people who stay curious, move with intent, and never stop inventing. Our culture runs on three values: better together, relentlessly curious, and get sh*t done. It is how we work, how we grow, and how we make things that matter.

At DEPT®, you will find the freedom to explore, the space to collaborate, and the trust to make a real impact for our clients, for each other, and for the world we are helping to build.

AI Disclosure: At DEPT®, we use AI-assisted technology (Metaview) to capture notes and summarize interview conversations, so our interviewers can stay fully focused. Using the AI is optional, just let us know if you’d prefer it not be used.

DIVERSITY, EQUITY & INCLUSION 

At DEPT®, we take pride in creating an inclusive workplace where everyone has an equal opportunity to thrive. We actively seek to recruit, develop, nurture, and retain talented individuals from diverse backgrounds, with varying skills and perspectives.

Not sure you meet all qualifications? Apply, and let us decide! Research shows that women and members of underrepresented groups tend not to apply for jobs when they think they may not meet every requirement, when in fact they do. We believe in giving everyone a fair chance to shine.

We also encourage you to reach out to us and discuss any reasonable adjustments we can make to support you throughout the recruitment process and your time with us.

Want to know more about our dedication to diversity, equity, and inclusion? Check out our efforts here.