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Added 6 mins ago
RE
Data Architect
Rodan Energy Solutions Inc.
Mississauga, ON
- Full-time
Added 6 mins ago
AE
Senior Specialist, Facility Decommissioning & Abandonment
Alberta Energy Regulator
Bonnyville, AB · Calgary, AB · Drayton Valley, AB · AB · Fort McMurray, AB · Grande Prairie, AB · Red Deer, AB · Slave Lake, AB
- Full-time
The Senior Specialist will lead the development, continuous improvement, and implementation of regulatory requirements, standards, and AER guidance related to facility closure including…
Added 21 mins ago
H
Vice President & Managing Director, Canada Sales
HP
Mississauga, ON
- Full-time
The Country MD will lead the HP Canada Market within a multifaceted and heavily matrixed global organization. Responsible for operational success, strategic alignment and integration of…
Added 21 mins ago
H
Senior Systems Integration Engineer
HDR
Toronto, ON
- Full-time
HDR is seeking a Senior Rail Systems Integration Engineer to join our Toronto office. Reporting to the Section Lead - Systems and Operations, you will be part of the larger North America…
Added 21 mins ago
Software Developer, Subsurface Applications (Associate - Senior) Landmark
Halliburton
Calgary, AB
We are looking for the right people - people who want to innovate, achieve, grow and lead. We attract and retain the best talent by investing in our employees and empowering them to develop…
Added 21 mins ago
MI
Senior Manager, Fund Accounting, Private Markets
MUFG Investor Services
Toronto, ON
- $105,000 to $154,000 CAD / year
- Full-time
…collaborative team work environment, promotion of work-life integration, and exposure to a wide variety of…
Added 36 mins ago
Application Technical Architect
Capgemini
Vancouver, BC
Lead root cause analysis activities and implement sustainable solutions to improve application stability and reliability.
Added 36 mins ago
A
Enterprise Account Executive
Airbyte
Remote, Canada
- $290,000 to $350,000 CAD / year
- Full-time
- Remote
We started as the open-source standard for data movement and proved the economics of data integration at scale: hundreds of connectors, thousands of companies, and, since 2020, have raised…
Added 50 mins ago
FC
FLIGHT CENTRE TRAVEL GROUP - POWER PLATFORM & AI SOLUTIONS SPECIALIST - VANCOUVER, BC
Flight Centre Travel Group Canada
BC · British Columbia, Canada
- Full-time
This role offers the opportunity to lead the design, orchestration, validation, and optimization of AI-generated applications and automations while ensuring quality, security, governance,…
Added 50 mins ago
LA
French Bilingual Duty Counsel - Family and Criminal
Legal Aid Ontario
Cornwall, ON
- Full-time
Open and maintain client files using SI (Service Integration system) and the DC criminal shared drive
Added 50 mins ago
KP
Senior Marketing Manager
Kingfisher Pacific Resort & Spa
Courtenay, BC
- Contract
Kingfisher Pacific Resort & Spa is seeking an experienced, senior-level Marketing Manager to lead the resort's marketing function for an 18-month maternity leave coverage, with the…
Added 50 mins ago
AH
Speech Pathologist II
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Part-time
…of ongoing professional development, supported by practice lead events, involvement in quality improvement initiatives, and further opportunities to rotate through other service areas.…
Added 51 mins ago
AG
Business Unit Manager
AXIUS GROUP LLC
Toronto, ON · North York, ON
- Full-time
Lead daily operations to meet production targets in alignment with the Business Unit budget.
Added 51 mins ago
SL
Senior Best Practice Consultant, Process & Enablement
Sun Life
Waterloo, ON · Sun Life Waterloo King
- Full-time
Lead the development, implementation and ongoing refinement of process management standards, templates, taxonomy and lifecycle practices for Global People Services
Added 51 mins ago
M
Sr. Software Developer
McKesson
Mississauga, ON
- Full-time
● Lead technical design discussions and help define software architecture, engineering standards, and reusable development patterns.
Added 51 mins ago
OD
Salesforce Lead
OSI Digital
Vancouver, BC
- $40,000 to $130,000 CAD / year
- Full-time
Lead the design, architecture, and implementation of Salesforce solutions across Sales Cloud, Service Cloud, and Experience Cloud. Experience with Data Cloud is a strong plus.
Added 1 hour ago
F
Android Developer
FORM
Vancouver, BC
- $80,000 to $100,000 CAD / year
- Full-time
…release of FORM's Android app. Reporting to the Mobile Team Lead, you'll contribute across the entire development lifecycle - from shaping requirements and UI decisions to building,…
Added 1 hour ago
Manager, IT Service Management
CANADIAN AIR TRANSPORT SECURITY AUTHORITY
Ottawa, ON
…with architecture and planning), configuration / development, integration and data migration, testing and validation, deployment and transition to…
Added 1 hour ago
AM
Salesforce AI & Data Cloud Solutions Engineer
AGF Management
Toronto, ON
- Full-time
Assess data quality and technical debt and lead practical improvements to legacy data structures and integrations.
Added 1 hour ago
Q
Lead Engineer - Mechanical
Qualus
Vancouver, BC
- Full-time
Power Your Future with Qualus in our T&D Canada business as a Lead Engineer - Mechanical. Reporting to the Director of Engineering, this position is located in our Vancouver, BC office. If…
Added 1 hour ago
G
Principal AI Solutions Architect, Customer Success
Genesys
AB · Toronto, ON · ON · Quebec, QC
- Full-time
…solutions. The role combines hands-on development with architecture, integration consulting, Agile leadership, customer enablement, and technical guidance, providing significant influence…
Added 1 hour ago
Product Operations Manager
Brex
Vancouver, BC
You'll lead the Product Operations team and own the operational readiness for Brex's product launches: the enablement that must be in place before a customer ever touches a new feature.…
Added 1 hour ago
RT
Structural Engineer
Rio Tinto
Labrador City, NL
- Full-time
Lead and conduct technical reviews of engineering deliverables, ensuring compliance with Rio Tinto standards, regulatory requirements, and industry best practices.
Added 1 hour ago
IF
Functional Architecture Advisor, Financial Systems
iA Financial Group
Montreal, QC · Quebec, QC
- Full-time
…while considering sustainability, performance, security, and integration within the existing…
Added 1 hour ago
RB
Lead Business System Analyst
Royal Bank of Canada
Toronto, ON
- Full-time
API & Integration Knowledge : Familiarity with REST/SOAP APIs to facilitate data exchange between systems.

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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