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Added 15 mins ago
M
Project Manager, IM-Related Level 2
Mindtris
Victoria, BC
- Full-time
Have a minimum of three (3) years of experience within the last seven (7) years as a Project Manager in one or more of the following knowledge areas: Project Integration Management, Project…
Added 15 mins ago
WL
Sport Medicine and Athlete Performance Manager
Wilfrid Laurier University
Waterloo, ON
- $85,357 to $106,696 CAD / year
- Contract
The Manager, Sports Medicine & Athlete Performance reports to the Associate Director Interuniversity Sport Programs (Associate Director) and is a member of the department leadership team.…
Added 16 mins ago
LC
Bilingual QA Specialist, Fresh
Loblaw Companies Limited
Boucherville, QC
- Full-time
…Unit, Supply Chain, Distribution and Operations) to aid in the integration and adherence of policies and processes with respect to Quality thereby ensuring compliance to all statutory and…
Added 16 mins ago
E
Senior MEP Manager
EllisDon
London, ON · ON · Ontario Projects
- Full-time
…staff in system development, implementation, commissioning and integration to meet the project…
Added 16 mins ago
MT
Product Manager
Mach7 Technologies
Waterloo, ON
- Full-time
…clinicians when and where they need them. As the eUnity Product Manager, you will work directly with customers and our teams to shape the future of eUnity and make medical imaging workflows…
Added 16 mins ago
SAP Product Lead, HR/Payroll (Computer Services Office 4)
The Government of Nova Scotia
Halifax, NS
We don’t just implement technology; we modernize outdated systems and reimagine processes. Our agile, data-driven approach ensures that digital services are both efficient and adaptable to…
Added 16 mins ago
Project Risk Manager
Alstom
Toronto, ON
…high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the…
Added 31 mins ago
A
Multimedia Design Manager
AECOM
Markham, ON
- $96,000 to $130,000 CAD / year
- Full-time
The Multimedia Design Manager is responsible for managing the Graphic Design team for the Canada Region Marketing Team and driving the development of high-quality visual communications that…
Added 45 mins ago
HR
QA/QC Engineer
Hitachi Rail
Mississauga, ON
- Full-time
Witnessing and verifying inspections/testing and/or conducting inspections of various systems, subsystems including Post Installation Checkout, Site Acceptance Test, site Integration test,…
Added 46 mins ago
SC
Senior Software Developer
SRC Can
Remote, Canada
- $10,000 to $135,000 CAD / year
- Full-time
- Remote
…development, and delivery of next-generation EW Operational Support Systems (EWOSS) including Intelligence Mission Data (IMD) and Operational Mission Data (OMD) product solutions for the…
Added 1 hour ago
BP
Director, Construction (Data Centers)
Brookfield Properties
AB · Calgary, AB
- Full-time
…Edmonton region, Alberta, including oversight, coordination and integration of the GC/EPC, designers, tenant, utilities and key vendors. The campus is expected to be developed in phases…
Added 1 hour ago
B
Regional Support Manager, Estate and Trust, Private Wealth
BMO
London, ON · Ottawa, ON · Vaughan, ON · Waterloo, ON · Montreal, QC · Halifax, NS · IBMM
- Full-time
The Regional Support Manager, Estate and Trust has pan regional responsibilities and provides leadership and operational oversight to the support professionals serving the Greater Ontario…
Added 1 hour ago
TG
Information technology (IT) service delivery manager
TechVest Global Solutions Inc.
Mississauga, ON
- From $175,000 CAD / year
- Full-time
- On-site
Assign IT projects to systems analysts, programmers and other computer technicians
Added 1 hour ago
C
Supervisor - SOC
CDW
Toronto, ON
- Full-time
Track metrics and provide recommendations in tuning and optimization of security systems, security process, procedures, and policies
Added 1 hour ago
Business Development, Power Automation (Ovation)
Spartan Controls Ltd.
Edmonton, AB · Calgary, AB
…projects in power generation, utilities, Battery Energy Storage Systems (BESS), microgrids, utility infrastructure, and data center power systems. The successful candidate will report to…
Added 1 hour ago
Senior Supply Chain Advisor
NorQuest College
Edmonton, AB
Reporting to the Manager of Supply Chain Management, the Senior Supply Chain Advisor has responsibilities and duties that enable the role to be an "end to end" supply chain management…
Added 1 hour ago
VC
Staff Software Engineer
Valsoft Corporation
Remote, Canada
- Full-time
- Remote
Own architecture and design decisions for the systems you're responsible for, favoring pragmatic, right-sized solutions over unnecessary complexity, and weighing trade-offs (build vs. buy,…
Added 1 hour ago
MC
Member Services Representative - Part Time
Meridian Credit Union
Woodstock, ON
- $45,000 to $49,900 CAD / year
- Part-time
Develop goals with Manager that are clearly defined, measurable and achievable, and align them to business unit and strategic priorities for Meridian
Added 1 hour ago
GS
Business Development Manager
Grantek Systems Integration
Burlington, ON
- Full-time
We are looking for a driven and enthusiastic Manager of New Business Development to join our team. This role is key to expanding new business opportunities in the Midwest region for…
Added 1 hour ago
R|
Project Manager, Capture and Optimization of Research Data (CORD) Platform
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
The Research Institute of the MUHC is seeking an interim Project Manager to join the Capture and Optimization of Research Data (CORD) platform of the Centre for Outcomes Research and…
Added 1 hour ago
LI
Frontend Developer
LanceSoft, Inc.
Toronto, ON
- Contract
Working under the supervision of the Manager, Application Portfolios, the UI/UX Developer will be responsible for implementing the approved ttc.ca website redesign and building new…
Added 1 hour ago
DM
Manager, Project Controls
DMC Mining Services
Vaughan, ON
- Full-time
Lead the continuous improvement of controls processes and systems, including the evaluation, implementation and integration of project controls software and its interface with
Added 1 hour ago
CG
Senior Manager, Cybersecurity Technology Transformation Services
Cyberium Group
Richmond, BC
- Part-time
We are looking for a Senior Manager, Cybersecurity Technology Transformation Services who will lead and deliver complex cybersecurity engagements across both assessment and implementation…
Added 2 hours ago
CO
Senior GIS Analyst
City of North Vancouver
North Vancouver, BC
- Full-time
You will drive the modernization of the City’s GIS, transitioning from legacy systems to modern solutions with a focus on enterprise-level data architecture and automated workflows. You…
Added 2 hours ago
Manager Sport Medicine and Athlete Performance
Wilfrid Laurier University
Canada
The Manager, Sports Medicine & Athlete Performance reports to the Associate Director Interuniversity Sport Programs (Associate Director) and is a member of the department leadership 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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