Decision and Technical Support Specialist – February 23, 2022

Expiry Date March 11, 2022, or Until Filled

Access Alliance Multicultural Health and Community Services (AAMHCS) is a Community Health Centre that aims to provide services and addresses system inequities to improve health outcomes for the most vulnerable immigrants, refugees, and their communities. The Centre envisions a future in which Toronto’s diverse communities achieve health with dignity.

Access Alliance is looking for a Decision and Technical Support Specialist to provide and coordinate all data management functions including all internal/external reporting needs, primarily but not exclusively in relation to our Language Services Social Enterprise. The ideal candidate is a subject matter expert in data management requirements and decision support, with exemplary project management skills. In addition, this individual is experienced in providing data reporting and/or IT/telecom help desk support to various types of internal and external service users and stakeholders. This individual must be very self-directed and a team player, be able to manage competing priorities and provide friendly customer service, and be a creative and outcomes oriented problem solver. The dynamic individual shall have a strong belief in and be able to carry out responsibilities in accordance with the vision, mission and values of Access Alliance.

 Promote evidence-based planning and decision making for management to make better informed
 Develop, generate, analyze and interpret data reports. Run queries and reports as requested to assist
in program development, evaluation and funder and customer reporting
 Provide support of other data management and information systems functions and duties
 Support users in the use of current licensed and custom-built database systems
 Provide technical tier 1 & 2 support to users via phone, email and on-site, and liaise with external
technical support when escalation is required
 Resolve technical support tickets and requests in a timely manner based on priority and impact
 D Create and set up accounts for users.
 Provide data management and technical support for Access Alliance L:anguage Services department
including R.I.O call center, R.I.O online portals
 Design queries and run both standard and ad-hoc reports using MS Access or other data repositories
to support decision-making.
 Participate in program-specific strategic planning and operational planning processes by providing
indicators and benchmarking information.
 Pinpoint and resolve complex issues; determine cause of issues and provide recommendations and
detailed analysis.
 Develop methods to increase the understanding and capabilities of end-users and assist in the ongoing
development of support procedures.
 Work with planning and evaluation team at Access Alliance to Assesses overall data quality by
overseeing data input, developing and performing audits of data quality, ensuring data integrity and
 Other duties and responsibility as assigned
 Travel and work across sites and other partnering agencies is required
 Occasional irregular hours if required

 Undergraduate Degree or Certificate/Diploma in Computer Science or Engineering or relevant
education and experience
 Certificate or courses in relational databases
 Experience providing IT/IS training and coaching to end users
 Experience in data quality management
 Strong analytical and problem solving skills
 Knowledge of computer networking technology in theory and application.
 Excellent working knowledge of Windows operating systems, Active Directory Domain Controllers,
Office 365, Virtual Private Networks, Firewalls, Wireless Communication Systems, Ethernet, OSI layer,
DNS, HTTP, Email, SSL, SIP, – and related protocols Helpdesk skills to provide IT support to staff
 Familiarity with ACD platforms is an asset
 Demonstrated ability to prioritize work appropriately and to meet deadlines
 One year or more related experience; preferably in a health care and/or language services

 Deadline-driven work related to funder reports and grants, etc.
 Must be able to work in a fast paced, multi-faceted environment and make quick decisions
 Must be committed to Access Alliance values and principles

 Working in front of a monitor 90% of the time
 Frequent data entry, receiving/returning phone calls, sending/receiving information, etc.
 Sitting for extended periods of time
 Must be able to lift and carry 25 lbs/12 kg for occasional filing, moving, carrying and removing items.
 Demonstrate good and safe work habits and have a clean working environment.
 Ensure full compliance with Access Alliance Health and safety regulations and Access Alliance policies
and procedures.

Salary: $61, 476 – $74,148
Hours: Full-time, 35 hours per week
Duration: Permanent
Bargaining Unit position: This position is excluded from the bargaining unit

Application Method
With “Decision and Technical Support Specialist” in the subject heading
please send your resume and over letter by March 11,2022 at 5:00pm to:
by E-mail:
by Regular Mail: Hiring Committee, Data Management Coordinator & IT Support
Access Alliance Multicultural Health and Community Services
340 College Street, Suite 500, Toronto, ON, M5T 3A9
No phone calls please.

Please be advised that our organization requires all contractors, staff, students, and volunteers to
be fully vaccinated. Proof of vaccination can be obtained from the Ministry site.

We thank all applicants for their interest but only those selected for an interview will receive acknowledgement.
Please note that a criminal background check (Vulnerable sector) will be conducted for this position.
We encourage applications from individuals who reflect the broad diversity of communities we work with,
including those from racialized and LGBTQ communities.
In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005, accommodation will be provided in all parts of the hiring process. Applicants need to make their needs known in advance.
Access Alliance encourages a scent-free environment. Employees, students, volunteers, and visitors are asked to refrain from wearing fragrances and other scented personal care products (i.e. perfumes, lotions, hairspray, etc.) while at the Centre.

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