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Added 14 mins ago
GD
Manager, Infrastructure and Cloud Services
General Dynamics Missions System International
Ottawa, ON
- $120,000 to $160,000 CAD / year
- Full-time
Lead enterprise infrastructure, cloud, compute, virtualization, storage, data protection, and Microsoft 365 operations.
Added 28 mins ago
TR
Instrument Mech (Plt Repair)
Teck Resources Limited
Trail, BC
- Full-time
Teck’s Trail Operations, located in the community of Trail in British Columbia, is one of the world’s largest fully integrated zinc and lead smelting and refining complexes. Located in the…
Added 28 mins ago
TC
Program Manager, Full-Time
Taproot Community Support Services
Victoria, BC
- Full-time
One (1) permanent, full-time position available, working 40 hours per week:
Added 28 mins ago
TC
Casual Live In Support Workers (Parksville)
Taproot Community Support Services
Parksville, BC
- Temporary
We Are Currently Hiring For The Following Roles, In a Casual / On-call Capacity, With The Opportunity To Apply For Part-time And Full-time Positions, As They Become Available:
Added 28 mins ago
C
Trainmaster
CPKC
Red Deer, AB
- Full-time
…safe and cost-effective manner. The successful candidate will lead by example to build a strong safety culture along with providing coaching on operational…
Added 28 mins ago
WR
District Manager
Wendy's Restaurant Of Canada
Calgary, AB
- Full-time
Role Description The District Manager is a full-time, on-site leadership role based in Calgary, AB, responsible for overseeing restaurant operations across multiple locations within the…
Added 44 mins ago
W
Principal Electrical Engineer
Worley
Markham, ON · Oakville, ON
- Full-time
We are currently recruiting for a Lead Electrical Engineer to support one of our major projects in Ontario. Our team includes world class experts and dynamic go-getters. This is a full-time…
Added 44 mins ago
W
Senior Technical Consultant
Worley
Calgary, AB · Edmonton, AB
- Full-time
…across the project lifecycle, with services extending through to operations and decommissioning. Leveraging extensive experience and AI-enabled delivery, we support customers in navigating…
Added 44 mins ago
W
Process Engineer Level II
Worley
Vancouver, BC
- Full-time
We are currently recruiting for a Process Engineer. Our team includes world class experts and dynamic go-getters. This is a full-time position based in Vancouver, British Columbia.
Added 44 mins ago
L
Financial Service Representative - LendDirect Office 1534
LendDirect
Cambridge, ON
- Full-time
…provincial average. The actual base hourly offered for this full-time position will be determined by various factors, including, but not limited to, location, skills, knowledge,…
Added 44 mins ago
SC
store manager - Elmsdale, NS
Starbucks Coffee Company
Elmsdale, NS
- Full-time
Ability to work full time (the work regularly demands in excess of 40 hours per week) including variable hours including early mornings, evenings, weekends and/ or holidays.
Added 44 mins ago
Senior Project Manager - Digital Connectivity
VIA Rail Canada
Montreal, QC
…ensure successful implementation, acceptance, and handover to operations. Working closely with LDRR teams, the Sr Manager ensures the project is delivered on time and aligned with program…
Added 58 mins ago
K
Director, Strategic Account (Food/CPG)
Kelly
Brantford, ON
- Up to $169,337 USD / year
- Full-time
…exciting opportunity for a Director, Strategic Accounts to lead and grow a key national retail partnership. This is a high-impact commercial leadership role for someone who combines…
Added 58 mins ago
U
Package Handler
UPS
Mississauga, ON
- Internship
…help you become better every day. We know what it takes to lead UPS into tomorrow - people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself…
Added 58 mins ago
U
Licensed Maintenance Mechanic
UPS
Richmond, BC
- Full-time
…help you become better every day. We know what it takes to lead UPS into tomorrow - people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself…
Added 58 mins ago
U
Warehouse Associate/SorterPM
UPS
Concord, ON
- Internship
…help you become better every day. We know what it takes to lead UPS into tomorrow - people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself…
Added 58 mins ago
U
Warehouse Associate/SorterPM
UPS
Concord, ON
- Internship
…help you become better every day. We know what it takes to lead UPS into tomorrow - people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself…
Added 58 mins ago
U
Warehouse Associate/SorterPM
UPS
Concord, ON
- Internship
…help you become better every day. We know what it takes to lead UPS into tomorrow - people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself…
Added 58 mins ago
U
Package Handler
UPS
Mississauga, ON
- Internship
…help you become better every day. We know what it takes to lead UPS into tomorrow - people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself…
Added 58 mins ago
D
Senior Agile Coach - Operate (Future Opportunity)
Deloitte
Toronto, ON
- Full-time
…innovate, and embed continuous advantage at the heart of their operations. And we do it with the kind of drive and passion that comes from loving what you do - and who you do it…
Added 58 mins ago
D
Events Strategy P&I - Digital Customer
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Toronto, ON
- Full-time
Lead strategic projects from conception through execution, ensuring milestones, objectives, and stakeholder expectations are met.
Added 58 mins ago
K
Customer Business Development Manager
Kelly
Brantford, ON
- $87,761 to $109,701 USD / year
- Full-time
Collaborate with Planning, Procurement, Operations and Supply Chain teams to support customer requirements.
Added 59 mins ago
E
Managing Technical Consultant, Intermediate Hydrogeologist and Field Lead
ERM
Calgary, AB · Vancouver, BC
- $93,700 to $112,100 CAD / year
- Full-time
…Technical Consultant, Intermediate Hydrogeologist and Field Lead in Calgary or Vancouver, Canada, to help deliver some of the most significant water resource projects in the mining and oil…
Added 1 hour ago
TH
Head Cashier Full Time - 7056 Crossroads
The Home Depot Canada
Winnipeg, MB
- Full-time
Lead by example in consistently demonstrating GET behaviours and promoting positive associate morale.
Added 1 hour ago
MF
Licensed Journeyperson
Merit for Jobs
Hamilton, ON
- Full-time
Our member is a well-established, privately owned Canadian full-service mechanical contractor that continues to grow year after year. With a strong industry reputation, they strive to…

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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