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Added 47 mins ago
HT
Designer, Development (Electrical)
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM a company with a strong foundation built on innovation, close customer relationships, a strong sense of community and a unique culture and values. We are looking for…
Added 1 hour ago
C
Principal Machine Learning Engineer, AISWP (Hybrid)
Cisco
Vancouver, BC
- Full-time
Bridge Research to Production: Lead research-to-code initiatives, applying deep domain expertise in networking and security to solve real-world problems while ensuring prototypes are ready…
Added 1 hour ago
CC
Maintenance Specialist
Chrysos Corporation
Val-d'Or, QC
- Full-time
Here at Chrysos we combine science and software to create technology solutions that are changing the global mining industry; both from a productivity and environmental impact perspective.…
Added 1 hour ago
GC
Site Manager - Geco/Wilroy Mine SitesNew
Glencore Canada
Manitouwadge, ON
- Full-time
…and local stakeholders on operations and monitoring results, lead and review work from site coordinators, contractors and consultants, and own the annual project schedule and operational…
Added 1 hour ago
EA
Mechanical Production Supervisor
Eclipse Automation
Cambridge, ON
- Full-time
Eclipse Automation delivers cutting-edge custom automated manufacturing solutions across multiple industries. We combine advanced automation expertise with digital innovation to create…
Added 1 hour ago
BE
Shop Foreman
Boundary Equipment Co. Ltd.
Delta, BC
- Full-time
Lead from the shop floor. Build the next generation. Power the future at Janox.
Added 2 hours ago
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Technicien en contrôle de bâtiment
CBRE
Bromont, QC
- Full-time
…complexes, améliorer leur rendement et mettre en œuvre des solutions d’automatisation…
Added 2 hours ago
M
Cloud Solution Architect
Microsoft
Calgary, AB · Vancouver, BC · Ottawa, ON · Toronto, ON
- Full-time
…their investments in Microsoft technology. Leveraging your Security, Microsoft 365 and Microsoft Azure technical subject matter expertise you will lead technical conversations with…
Added 2 hours ago
NV
Senior Technical Cybersecurity Lead (ID#5561)
New Value Solutions
Canada
- Contract
New Value Solutions, a Canadian IT consulting and professional services firm with offices in Canada, US and the EU, is seeking a Cybersecurity Senior Technical Lead. This is a contract…
Added 2 hours ago
C
Genesys Cloud CX Technical Lead
CGI
Toronto, ON
- Full-time
CGI is seeking a Genesys Cloud CX Technical Lead with specialized expertise in Genesys, CCaaS development, and Microsoft Azure. This role will lead the design, development, integration, and…
Added 3 hours ago
CC
Sales Representative - Facility Services
Cintas Canada
Kamloops, BC
- Full-time
…growing Outside Sales team. This role provides our customers with solutions to their facility services needs by offering industry-leading products and hands-on help with the details of…
Added 3 hours ago
NV
Cybersecurity, Senior Technical Lead (ID#5560)
New Value Solutions
Vancouver, BC · Greater Vancouver, BC
- Contract
New Value Solutions, a Canadian IT consulting and professional services firm with offices in Canada, US and the EU, is seeking a Cybersecurity Senior Technical Lead. This is a contract…
Added 3 hours ago
FT
Senior Network Engineer
Franklin Templeton
Toronto, ON
- Full-time
You will resolve complex incidents, lead root-cause analysis, and deliver sustainable solutions.
Added 3 hours ago
OD
Salesforce Lead
OSI Digital
Toronto, ON
- 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 3 hours ago
Staff Software Engineer, Backend Platform
Robinhood
Toronto, ON
…services. By improving development workflows, strengthening security practices, and standardizing how services are built and maintained, this team plays a critical role in how quickly and…
Added 3 hours ago
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Cloud Solution Architect
Microsoft
Toronto, ON
- Full-time
…their investments in Microsoft technology. Leveraging your Security, Microsoft 365 and Microsoft Azure technical subject matter expertise you will lead technical conversations with…
Added 3 hours ago
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Principal Product Manager
Microsoft
Vancouver, BC · Goodwood, ON
- Full-time
Lead analysis of customer feedback, market trends, competitive insights, and business opportunities to identify investments that create customer and business value.
Added 3 hours ago
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Spécialiste infrastructure / Infrastructure Specialist
Eaton Corporation
Brossard, QC
- Full-time
Eaton est actuellement à la recherche d’un(e) spécialiste, infrastructure - Solutions de services d’infrastructure majoritairement pour son site de Brossard, mais également périodiquement…
Added 3 hours ago
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Senior Customer Care Representative - Calgary, AB
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Calgary, AB
- Full-time
We are looking for a Senior Customer Care Representative to join our Agricultural Solutions team in Calgary, AB.
Added 4 hours ago
TH
Head Cashier Full Time - 7056 Crossroads
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- Full-time
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Added 4 hours ago
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- Full-time
Deliver Solutions That Transform How Construction Gets Done.
Added 4 hours ago
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Concepteur de solutions de sécurité (Security Solutions Designer)
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As an advisor to the customer, you’ll be working with technology experts to craft architectures and configure products to meet customer-specific needs, are prepared to lead all technical…
Added 4 hours ago
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CAISSIER(ÈRE) PRINCIPAL(E) - disponible en tout temps
The Home Depot Canada
Montreal, QC
- Part-time
…an impact, and takes pride in guiding customers to the right solutions for their projects? If you’re also naturally curious and eager to keep learning, consider starting or growing your…
Added 4 hours ago
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Senior Network & Security Engineer
Charter Telecom
Burnaby, BC · Vancouver, British Columbia
- Full-time
We are seeking an experienced Senior Network & Security Engineer to design, implement, and support enterprise networks for clients. You will lead network projects from design through…
Added 4 hours ago
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Senior Network & Security Engineer
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Calgary, AB
- Full-time
We are seeking an experienced Senior Network & Security Engineer to design, implement, and support enterprise networks for clients. You will lead network projects from design through…

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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