Technical Support Analyst - Jobs in Toronto, ON

Job Description

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.Introduction:ICES is seeking a Technical Support Analyst to join our IT team. Reporting to the IT Service Desk Lead; the Technical Support Analyst will be responsible for providing first level technical support and fulfilling service requests. For additional support, detailed documentation will be placed in the ticket for escalation to the second level support team, System/Network Administrators.Responsibilities of the position include, but may not be limited to:

• Act as the single point of contact to provide user support, resolve IT incidents, fulfill service requests and ensure SLAs are met;
• Log incidents and end user requests, and provide quick workarounds, and resolutions;
• Identify recurring problems and work with System/Network Administrators and Application Developers in resolving them in a timely manner
• Install, configure, patch and troubleshoot Lenovo/Dell devices and peripherals;
• Manage user accounts, security groups, passwords and permissions, setup email accounts and network shared folders;
• Assist with IT Asset Management process and maintain hardware inventory;
• Knowledge of emerging technologies by reading professional publications, and participating in educational and training opportunities;

• Flexible in availability with regards to working hours and days scheduled required;
• Other duties as may be assigned within the scope of this position.

Knowledge, skills and abilities required:

• University Degree in Computer Sciences or equivalent IT industry certificates such as MCSA/MCSE, ITIL, CCNA would be an asset;
• Minimum of 2-3 years of experience with Windows 10 configuration, support and troubleshooting;
• Minimum of 2-3 years of experience with Office 365, MS Teams and SharePoint;
• Minimum of 2-3 years of experience with Citrix End User Support;
• Minimum of 2-3 years of experience with IT Service Management Ticketing System including ticket logging, ticket updates and resolution logging;
• Proficiency in hardware configuration, upgrade, troubleshooting, and repair on-site and remote (desktops, laptops, and peripherals);
• Working experience in AD/LDAP user and Office 365 account administration;
• Working experience in network troubleshooting, and cabling;
• Knowledge of multi function printers and print management;
• Aptitude for learning software with minimal supervision;
• Ability to work well in a team environment;
• Excellent written and oral communications skills in order to interact with both technical and non- technical users;
• Excellent analytical and evaluative skills to find solutions quickly;
• Willingness and ability to take initiative, work independently, set priorities, and work effectively under pressure;

This role is a full-time permanent position located at ICES Central in Toronto.Note: Due to Covid-19, our office is temporarily working remotely to protect the health and safety of our employees. As such, this position is currently working remotely within Ontario for an undetermined period. A presence at ICES Central (Toronto) may be expected when required.Security clearance may be required.ICES offers a competitive compensation package with full benefits, and participation in a defined benefit pension plan with HOOPP (Healthcare of Ontario Pension Plan).Interested candidates should submit their resume and cover letter detailing how their knowledge, skills, and abilities match the scope of this positionWe 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.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.Quick Apply

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