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Added 2 mins ago
Director, High Voltage Infrastructure, Pacific Link
Trans Mountain
Calgary, AB
Trans Mountain is seeking a collaborative, motivated, and values driven individual to join our dynamic team as a Director, High Voltage Infrastructure, Pacific Link. In this position, you…
Added 2 mins ago
ED
Sr Software Developer (Lead) - EN 178
Export Development Canada | Exportation et développement Canada
Remote, Canada
- Full-time
- Remote
Collaborate with a diverse, experienced team – Work alongside talented professionals who bring a wealth of knowledge and expertise to drive success.
Added 2 mins ago
ED
Sr Software Developer (Lead) - EN 178
Export Development Canada | Exportation et développement Canada
Remote, Canada
- Full-time
- Remote
Collaborate with a diverse, experienced team – Work alongside talented professionals who bring a wealth of knowledge and expertise to drive success.
Added 2 mins ago
ED
Sr Software Developer (Lead) - EN 178
Export Development Canada | Exportation et développement Canada
Remote, Canada
- Full-time
- Remote
Collaborate with a diverse, experienced team – Work alongside talented professionals who bring a wealth of knowledge and expertise to drive success.
Added 2 mins ago
ED
Sr Software Developer (Lead) - EN 178
Export Development Canada | Exportation et développement Canada
Remote, Canada
- Full-time
- Remote
Collaborate with a diverse, experienced team – Work alongside talented professionals who bring a wealth of knowledge and expertise to drive success.
Added 2 mins ago
ED
Sr Software Developer (Lead) - EN 178
Export Development Canada | Exportation et développement Canada
Remote, Canada
- Full-time
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Collaborate with a diverse, experienced team – Work alongside talented professionals who bring a wealth of knowledge and expertise to drive success.
Added 16 mins ago
RB
Lead Full Stack Developer
Royal Bank of Canada
Toronto, ON
- Full-time
Strong background in REST API, system design and application integration, including data mapping between source and target systems.
Added 29 mins ago
A
Enterprise Account Manager, Platforms
Adyen
Toronto, ON
- Full-time
…tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions…
Added 29 mins ago
PH
Construction Manager - Water/Wastewater - Permanent - 4293
Parker Huggett - A Division of LRO Staffing
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- Full-time
…employee-owned powerhouse with nearly a century of success, and lead the delivery of some of Ontario’s most complex and high-profile water and wastewater projects. Their capabilities and…
Added 31 mins ago
Security Specialist
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Canada
You build the content and automated case playbooks that make the team faster, diagnose problems, and carry feedback to teams across eSentire. You also take part in live support, lead…
Added 31 mins ago
OH
Senior Product Specialist, Product Implementation
Ontario Health
Toronto, ON
- Full-time
Lead product enhancement, network transition and integration initiatives across cross-functional teams.
Added 31 mins ago
Manager, Analytics & Process Innovation
MCAP
Toronto, ON
…analytical solutions using SQL, Python, machine learning, and data integration technologies. The role is accountable for implementing and continuously improving approved solutions, working…
Added 45 mins ago
S
AEO and GEO Marketing Manager
Stripe
Canada
- Full-time
Growth Marketing is a team of performance-driven marketers and channel specialists. We partner closely with growth, creative, analytics, and regional marketing to drive revenue through…
Added 1 hour ago
ED
Sr Software Developer (Lead) - EN 178
Export Development Canada | Exportation et développement Canada
Ottawa, ON
- $96,557 to $128,743 CAD / year
- Full-time
Collaborate with a diverse, experienced team - Work alongside talented professionals who bring a wealth of knowledge and expertise to drive success
Added 1 hour ago
M
Project Manager, IM-Related Level 2
Mindtris
Victoria, BC
- Full-time
Establish project management team and project resources.
Added 1 hour ago
M
Engineering Lead - Geographic Information Systems (GIS)
Metrolinx
Canada
- Full-time
The Engineering & Safety Division is hiring an Engineering Lead, Geographic Information Systems (GIS) whom provides strategic leadership for the development, governance, integration, and…
Added 1 hour ago
E
Senior MEP Manager
EllisDon
London, ON · ON · Ontario Projects
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…more, check out our Cradle to Grave services and hear from our team directly about what a career at EllisDon could look like for you. As you can see, we are a diverse…
Added 1 hour ago
SL
Principal Software Engineer, MarTech Platforms & Digital Enablement
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Toronto, ON · Waterloo, ON · Sun Life Toronto Atria
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…challenge: "How can we do that better?” Working with a dedicated team of energetic, forward-thinking innovators, you’ll stretch your imagination and sharpen your skills on the leading-edge…
Added 1 hour ago
SAP Product Lead, HR/Payroll (Computer Services Office 4)
The Government of Nova Scotia
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At CSDS, we prioritize people - both within our team and in the communities we serve. Our mission is to redefine how Nova Scotians engage with government by creating accessible, reliable…
Added 1 hour ago
GV
Lead Power Systems Protection & Control Application Engineer (Part Time)
GE Vernova
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Join GE Vernova’s Grid Automation R&D team to spearhead the next generation of power system protection. As a Lead Application Engineer, you will bridge the gap between complex power system…
Added 1 hour ago
HR
QA/QC Engineer
Hitachi Rail
Mississauga, ON
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…including Post Installation Checkout, Site Acceptance Test, site Integration test, as assigned by the QA/QC…
Added 1 hour ago
HR
Signaling System Engineer
Hitachi Rail
Mississauga, ON
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Ensure the definition of signaling system integration test procedures, the implementation of any requested test improvement, the execution of such tests and the preparation of final test…
Added 1 hour ago
H
Lead Mechanical Engineer
Hydrostor
Toronto, ON
- $150,000 to $190,000 CAD / year
- Full-time
…utility-scale, long-duration energy storage solutions, is seeking a Lead Mechanical Engineer - Static to join our team in Toronto. We’re supporting the development of a more resilient…
Added 1 hour ago
Product Manager
Dye & Durham Talent Team
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Lead, coach, and develop a team of Product Owners and Product Analysts, fostering accountability and continuous improvement.
Added 1 hour ago
SC
Senior Software Developer
SRC Can
Remote, Canada
- $10,000 to $135,000 CAD / year
- Full-time
- Remote
Lead and coordinate the technical delivery for the software development team.

ICES

Technical Support Analyst

Toronto, ON, Canada

The annual salary range for this role is $50,000 - $60,000. · Contract

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Job details

Pay: The annual salary range for this role is $50,000 - $60,000.
Job type: Contract
Apply by: Nov 7, 2026
Experience: 2 years of technical support experience in Windows/Mac OS.;
Posting language: English
Posted: Oct 8, 2026

Original 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.

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.

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More about this job

Responsibilities

Provide first-level technical support, resolve incidents and service requests within SLA targets, manage user accounts and endpoint assets, and document work in the ITSM platform. Maintain knowledge base materials, improve support processes through automation and initiatives, and train staff on IT procedures and tools.

Requirements

A college diploma in Information Technology or equivalent and at least two years of technical support experience with Windows and Mac operating systems are required; ITIL Foundation certification is cited as an industry credential. Required technical knowledge includes hardware troubleshooting, ITSM tools, server and endpoint administration, Microsoft 365, networking fundamentals, and PowerShell.

Skills

Technical Support
Incident Management
Identity and Access Management
Endpoint Management
Hardware Troubleshooting
Windows 11
macOS
Microsoft 365
Active Directory
Entra ID
PowerShell
IT Service Management
Server Administration
Azure
Network Configuration
Customer Service

Benefits

Flexible Work Arrangements
Competitive Compensation
Employee Assistance Program
Well-Being Program
Vacation Days
Float Days
Caregiver Days
Education Fund
Dedicated Education Days
Holiday Closure
Perkopolis Employee Discount Program

Visa sponsorship

Not detected in the job text

Keywords

IT Service Desk
Technical Support
Incident Management
Service Level Agreement
ITSM
BMC TrackIT
Identity and Access Management
Active Directory
Entra ID
Group Policy Management
Citrix
VMware
Azure
Intune
SCCM
PMPC
XDR
ThreatLocker
BeyondTrust Remote Support
Windows 11
macOS
Microsoft 365
SharePoint
OneDrive
Microsoft Teams
TCP/IP
DNS
DHCP
PowerShell
ITIL

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