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IT Network, Desktop and Application Specialist (Full-Time)

Effective Date

March 2022

Reports To

Associate Director, IT Operations

Core Competencies

  • Customer service focused
  • Troubleshooting, analysis and problem solving
  • Team orientated
  • Communication
  • Detail-oriented


The IT Network, Desktop and Application Specialist will work as part of a team to:

  • Provide quality customer service to support on-prem and remote staff in their daily use of the IT systems and services including but not limited to network connectivity, hardware and software applications
  • Provide first and second level of support to address incoming staff queries and escalations in a timely manner
  • Assists in the administration and support of a range of supporting IT application including but not limited to content management system, productivity applications and tools, IT service management system
  • Escalate, liaise and provide support to the other IT teams as needed
  • Follow and contribute to the continuous improvement of processes and workflows
  • Create and update documentation and procedures
  • Provide guidance and training to staff on the use of supported services and tools


End-user support – Network, Equipment and Applications

  • Install, configure, support and maintain PCs, MACs, mobile devices, telephone systems, network and peripheral devices
  • Install, configure, support, upgrade and maintain operating systems and software applications
  • Ensure software compliance levels and manage service packs, patches and vulnerabilities scans and updates
  • Create, manage, deploy and restore computer images and backups
  • Identify and resolve technical problems with networks, user devices and systems and software applications
  • Research new technologies and solutions and identify potential improvements to the end-user experience and overall environment
  • Maintain hardware and software inventory and records
  • Assist with software license management, compliance and reporting

Application Administration

  • Administrate, support, configure, upgrade and maintain supported applications and services
  • Respond to users requests and incidents and escalate as needed
  • Develop training materials and sessions for existing and new technologies and services
  • Train and support new and existing users
  • Work with internal teams, external suppliers, partners and service providers as needed

Service Delivery and Support

  • Assume ownership and respond to service requests and incidents; perform root cause analysis and implement preventative measures to maintain service performanceand meet user expectations
  • Prioritize tasks and document work and solutions during and upon completion of tasks.
  • Regularly check the environment to ensure data security, privacy and integrity and to prevent unauthorised access to the network and misuse of data
  • Contribute to the continuous improvement of processes and workflows
  • Create, update and maintain documentation and procedures as needed
  • Introduce solutions to eliminateissues and drive continuous improvements

Qualifications and Skills

  • A mind-set towards integration, automation and continuous improvement
  • High competence in the following:
  • Ethernet, networking, cabling and routing TCP/IP/DHCP/DNS/LAN/WAN/VLAN/VPN
  • PC & MAC based operating systems, hardware, peripherals, and applications
  • Windows Server, Active Directory, PowerShell, GPOs
  • Mobile devices and Tablets (iOS/Android)
  • Virtual Desktop technologies (VMWare and Oracle VM)
  • Systems management tools (Intune, SCCM)
  • Data protection and backup tools (Veeam and Symantec)
  • Endpoint protection and security tools (CrowdStrike, Defender, Rapid7, etc.)
  • Services in scope under Applications Administration include:
  • IT service management system
  • Content/Document management system
  • Active directory, Azure Active Directory, IAM, security and compliance
  • MS365 services including Office, Exchange Online, Teams, Project, OneDrive, etc.
  • VoIP and PBX systems
  • Remote support and conferencing tools and services
    • Flexibility, time management skills and ability to prioritize and deliver on time
    • Ability to work on multiple projects activities and tasks simultaneously
    • Ability to work with minimum supervision

Education, Certifications and Experience Requirements

  • A degree in Information Technology, Computer Technology or a related field
  • 5+ years of similar experience in a windows-based environment is required
  • Professional certifications in system and network administration is considered an asset
  • ITIL certification/previous experience and awareness is required
  • Previous experience managing ServiceNow and SharePoint is considered a big advantage

Apply Now

To apply for this position, please submit your application to and state the title of the position in the subject line of your e-mail.

We thank all applicants for their interest, however only those under consideration for the role will be contacted.

Apply now

At CREA, we are committed to fostering an inclusive, barrier-free and accessible environment. Part of this commitment includes arranging accommodations to ensure an equitable opportunity to participate in the recruitment and selection process. If you require an accommodation, we will work with you to meet your needs.