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 remote work arrangements anywhere in Ontario

• 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 currently seeking a highly motivated Technical Support Analyst to join our IT Department. Reporting to the Manager, IT Service Desk; the Technical Support Analyst will be responsible for providing end-user technical support and fulfilling service requests.

Responsibilities of the position include, but may not be limited to:

• 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;

• Record and document all interactions in the BMC TrackIT ticketing system, ensuring accurate tracking of incidents and requests. This involves using organizational skills to maintain detailed records, which facilitate effective follow-up and trend analysis, ultimately improving service delivery;

• Create, review, and update the Service Desk knowledge base to support service delivery. 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;

• Provide orientation and training to new staff on IT procedures, laptop management and best-practices;

• 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;

• Collaborate with stakeholders and invite feedback for customer service improvement;

• Participate in developing the Support Service Delivery strategy and implementing best practice initiatives and process improvement;

• Perform Identity and Access Management (IAM) tasks, including onboarding new users, validating and updating access permissions, and offboarding accounts to ensure proper security and compliance across the organization;

• Assist with IT Asset Management process and maintain hardware inventory;

• Enhance knowledge of emerging technologies by reading professional publications, and participating in educational and training opportunities;

• Flexible in availability with regards to working hours and days scheduled required;

• Other duties as may be assigned within the scope of this position.

Knowledge, skills and abilities required:

• University Degree in Information Technology Program and equivalent IT industry certificates such as ITIL v4;

• 2+ years of technical support experience in Windows/Mac OS;

• Proficiency in hardware configuration, upgrade, troubleshooting, and repair (desktops, laptops, and peripherals);

• Worked with IT Service Management tool including BMC TrackIT;

• Server Administration Tools including Active Directory, DHCP and Group Policy Management, Citrix Management and VMWare;

• Experience in managing Windows 11 and Apple Operating Systems through Intune/SCCM and PatchMyPC, and Support tools including BeyondTrust Support;

• Strong troubleshooting techniques around M365 Applications and Services including SharePoint, OneDrive and Teams;

• Understanding of Network configuration including TCP/IP networks;

• ITIL concepts and understanding of its practices;

• Aptitude for learning software quickly with minimal instruction;

• Ability to work well in a team environment;

• Strong communication and customer service skills.

This full-time opportunity is for an existing vacancy at ICES Central. The annual salary range for this role is $50,000 - $65,000. The Successful candidate must reside within Ontario while working under our remote flex model and be able to come into the office when required from time to time.

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.