Technical Support Analyst

Data. Discovery. Better Health.

ICES is a world-leading health research and analytics institute. With a wealth of data and analytic expertise, we create trusted evidence that has changed health policy and practice and helps ensure better health for all. 

Ready to discover more with us? Join our outstanding, collaborative team where your skills, knowledge and curiosity are valued and can change the future of health care.

At ICES, we recognize what matters most to our employees. Some of the great benefits of working at ICES include:

• Flexible work arrangements
• Competitive Compensation
• Comprehensive Benefits Program
• HOOPP Pension Plan (Defined Pension)
• Employee Assistance Program and Dialogue Well Being Program
• Generous vacation, float and caregiver days for all employees
• Education Fund and Dedicated Education Days
• Holiday Closure
• Perkopolis Employee Discount Program

Introduction:

ICES is seeking a Technical Support Analyst to join our Technology department. The Technical Support Analyst is responsible for providing comprehensive end-user technical support and fulfilling service requests to ensure the smooth operation of IT services. Reporting to the Manager of the IT Service Desk, this role plays a critical part in enhancing user satisfaction and productivity by resolving technical issues efficiently and effectively, thereby contributing to the overall success of the organization’s IT initiatives.

Responsibilities of the position include, but may not be limited to:

First Level Support and Incident Management:

• Accountable for providing first-level support via email, phone, Teams chat, or onsite to address user inquiries and technical issues. Responsible for ensuring all requests are resolved within established service level agreement (SLA) by applying strong communication and problem-solving skills to deliver timely, effective solutions that enhance user satisfaction and productivity;
• Perform Identity and Access Management (IAM) tasks, including onboarding new user accounts, validating, and updating access permissions, and offboarding user accounts to ensure proper security and compliance across the organization;
• Record and document all interactions through ITSM platform, ensuring accurate tracking of incidents and requests. This involves using organizational skills and clear communication to maintain detailed records, which facilitate effective follow-up and trend analysis, ultimately improving service delivery;
• Conduct regular reviews of incident reports to identify recurring issues and areas for improvement. This involves utilizing analytical skills to interpret data trends and collaborating with team members to develop strategies that enhance service delivery and reduce the frequency of common problems;
• Responsible for managing endpoint assets by provisioning and configuring laptops, maintaining, and updating software packages, and overseeing the administration of security policies to ensure all devices comply with ICES standards. This is achieved by utilizing technical expertise and familiarity with hardware and software systems to diagnose and resolve issues efficiently;
• Enhance automation workflows by developing, optimizing, and maintaining scripting language including PowerShell to streamline system operations, reduce manual intervention and improve consistency across environments;
• Maintain asset inventory for procurement, troubleshooting and repairs, and decommission.
  
  

Knowledge base Management and Project Initiatives:

• Create, review, and update the Service Desk knowledge base articles to support service delivery, user feedback, and Technology updates. This involves writing and editing skills to ensure that documentation is clear, accurate, and accessible, enabling both users and support staff to find solutions quickly. This requires collaboration with team members to ensure that all documentation reflects current practices and procedures, enhancing the overall efficiency of the IT support team;
• Lead support-related initiatives by overseeing the planning, execution and operation integration of new processes, tools, and service improvements.

Orientation and Training:

• Provide orientation and training to new staff on IT procedures, laptop management, and best practices. This involves utilizing instructional skills and knowledge of IT systems to ensure that staff are equipped with the necessary tools and information to effectively use technology in their roles. Developing training materials and resources that clearly explain IT processes is essential, as it ensures that all new staff have access to comprehensive guidance and can operate independently;
• Facilitate ongoing training sessions for existing staff to keep them updated on new technologies and IT procedures. This requires strong presentation skills and the ability to engage participants, ensuring that all team members are informed and capable of utilizing IT resources effectively.

Other:

• Other duties as may be assigned within the scope of this position.

Knowledge, skills, and abilities: 

Minimum Required Education, Years of Experience, and Certifications/Professional Designations:

• College Diploma in Information Technology or equivalent.;
• 2 years of technical support experience in Windows/Mac OS.;
• IT industry certificates such as ITIL Foundation.
  
  

Minimum Required Position-Specific Knowledge and Technical Skills:

• Proficiency in hardware configuration, upgrade, troubleshooting, and repair (desktops, laptops, and peripherals);
• Experience working with IT Service Management tools, including BMC TrackIT;
• Experienced with Server Administration and Azure Tools including Active Directory/Entra ID, Group Policy Management, Citrix Management and VMWare;
• Experience in EndPoint Management including Intune and SCCM, application management using PMPC, Vulnerability Management using XDR and ThreatLocker and Support Management using BeyondTrust Remote Support;
• Experience in managing Windows 11 and Apple Operating Systems;
• Strong troubleshooting techniques around M365 Applications and Enterprise Services including SharePoint, OneDrive, and Teams;
• Understanding of network configuration, including TCP/IP networks, DNS, and DHCP;
• Knowledge of ITIL concepts and understanding of its practices;
• Aptitude for learning software quickly with minimal instruction;
• Experience in script language tools such as PowerShell.

Preferred Position-Specific Knowledge and Technical Skills:

• Ability to work well in a team environment;
• Strong communication and customer service skills, enabling effective interaction with users and stakeholders;
• Demonstrated ability to adapt to changing priorities and work under pressure while maintaining a positive attitude;
• Proactive approach to problem-solving, with a focus on identifying and addressing issues efficiently;

This full-time,12-month contract opportunity is for an existing vacancy at ICES Central. The annual salary range for this role is $50,000 - $60,000. 

Security clearance may be required.

Interested candidates should submit their resume and cover letter detailing how their knowledge, skills and abilities match the scope of this position.

ICES is committed to ensuring equity in employment. Our goal is to attract, develop, and retain highly talented employees from diverse backgrounds allowing us to benefit from a wide variety of experiences and perspectives. ICES strongly encourages applications from candidates from equity-deserving communities including but not limited to First Nations, Métis, Inuit, Black and racialized, 2SLGBTQIA+, and persons with visible and non-visible disabilities.

ICES is committed to providing accessible employment practices, in compliance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Applicants are asked to make accommodation requests to ICES and we will make every effort to ensure that accommodation requests are met throughout the recruitment process.

We thank all applicants for their interest in working at ICES. Due to the volume of applications received, only applicants being considered for the position will be contacted for further discussions.