Job Description

Salary Rate: $62,272 annually – Check out the YMCA’s total compensation package!

Location: 90 Eglinton Avenue East, Toronto

Work Hours: 37.5 hours weekly

Employment Type: Regular Full Time Salaried (existing vacancy)

Number of Vacancies: 2

Anticipated Start Date: April 27, 2026

Deadline to Apply: April 3, 2026 at 5:00 pm

Be the Spark! Join our passionate team and help us to achieve great things in our community! The Technical Analyst II – Service Delivery serves as the escalation authority and technical leader within the IT Service Delivery team. This position addresses the most complex technical issues, guides junior analysts, and acts as the bridge between front-line support and infrastructure engineering. It requires deep expertise in endpoint management, identity systems, and IT service management platforms, combined with strong coaching skills and a focus on continuous improvement. The Analyst drives quality standards across the team, ensures effective coordination with vendors and cross-functional partners, and maintains operational excellence in service delivery.

In this role, you will:

• Own and manage the Level 2 (L2) escalation queue with SLA accountability, resolving complex technical issues involving endpoint management, MDM (Intune), Azure AD/Entra ID, and Microsoft 365, and ensuring all escalated cases are addressed within defined service level targets.
• Serve as the technical subject matter expert for the Service Delivery team, providing coaching, mentorship, and structured feedback to Technical Specialists, conducting regular quality reviews, and identifying systemic gaps.
• Perform in-depth root cause analysis for recurring and complex technical issues, utilizing system logs, diagnostic tools, and vendor resources before escalating to Infrastructure or external partners.
• Act as technical liaison with Infrastructure, Security, and vendor partners, ensuring proper handoff documentation and follow-through on cross-team escalations.
• Monitor team compliance with documentation standards, escalation protocols, and SLA targets.
• Author and maintain technical documentation, knowledge base articles, and troubleshooting guides, ensuring the knowledge base reflects current procedures and common resolutions.
• Deliver onboarding sessions and micro-trainings to empower end users and accelerate adoption of new tools and processes across the organization.
• Serve as operational backup for the Service Delivery Manager during absences and participate in on-call rotation for critical incidents to ensure continuity of service.
• Perform other duties as assigned.

What you need to succeed:

• Commitment to the YMCA’s Mission, Vision and Values
• Focus on the health, safety and wellbeing of all children, youth, and vulnerable people in YMCA programs including understanding legal and moral obligations related to reporting suspected child abuse to Child Protection Services
• YMCA Competencies: Accountable, Relationship-Builder, Improvement-Orientated, Team Player & Leader, Equity and Wellbeing Promoter

You bring:

• Post-secondary education in Information Technology, Computer Science, or a related field, or equivalent experience.
• Microsoft Certified: Endpoint Administrator Associate, or willingness to obtain within 12 months; certifications such as ITIL 4 Foundation, CompTIA A+, or Microsoft 365 / Azure Fundamentals are an asset.
• Minimum one to two years of experience in a Service Desk or Technical Support role, ideally supporting a hybrid Windows 10/11 and Microsoft 365 environment.
• Experience using ITSM tools, preferably Jira Service Management and Confluence.
• Experience with scripting or automation (e.g., PowerShell) and hardware troubleshooting across Lenovo devices (e.g., SSD swaps, memory diagnostics, firmware updates) is an asset.
• Working knowledge of Active Directory / Azure AD, Windows Update and Intune or WSUS policies for patch compliance, remote support tools (e.g., TeamViewer, Quick Assist, AnyDesk), and network troubleshooting (e.g., Wi-Fi, VPN, TCP/IP).
• Excellent written and verbal communication skills, including ability to translate complex technical issues into clear, plain language for users of diverse technical backgrounds and document solutions through knowledge base articles.
• Excellent analytical and root cause analysis skills, with the ability to remain focused and effective amid shifting priorities and time-sensitive technical issues.
• Strong interpersonal skills with demonstrated ability to build trust and maintain effective working relationships with members, staff, volunteers, and vendors.
• Ability to design and deliver clear and engaging user training and onboarding sessions that support adoption of new tools and technologies.
• Valid G-class driver’s license and access to a vehicle for occasional site visits within the GTA.
• Excellent understanding of diversity, inclusion and equity including the ability to identify and address barriers, work effectively with diverse stakeholders, and integrate equity into service delivery practices.

Why work for the YMCA?

The YMCA of Greater Toronto is a charity that ignites the potential in people, helping them grow, lead, and give back to their communities. We are committed to helping our employees reach their full potential and are recognized as a great place to work. We offer meaningful jobs and the opportunity to make a difference in the lives of individuals and the health of our communities. See what you can expect from the YMCA here

Joining the Y means contributing to over 170 years of providing opportunities for people to shine through programs and services, such as health and fitness, licensed child care, camps, employment and immigrant services, education and training, and services for youth, families, and seniors. Learn more in our 2025–2030 strategic plan, Greater Together, which outlines how we are focused on building communities where people feel healthier and more connected to their neighbours.

The YMCA of Greater Toronto is committed to Diversity, Equity, Inclusion and Belonging. We strive to remove barriers to employment and recognize that diverse staff who reflect the communities we work in enrich the experiences of our participants and our team. As an equal opportunity employer, we invite applications from all qualified candidates including racialized people/people of colour, Indigenous Peoples, disabled people/people with disabilities and members of 2SLGBTQIA+ communities.

If we can make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity so we can work with you to accommodate your needs.

In keeping with our commitment to safety and child protection, job offers are contingent on the successful completion of a Police Records Check. Within the first four months and every three years thereafter, a Vulnerable Police Records Check is required. Learn more about these checks here