Technical Support Analyst

Job Description

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

Provide first level support via Email, Phone, Teams Chat, or onsite;
Record, track and document incidents and requests in BMC TrackIT ticketing system, including actions taken and resolutions;
Provide orientation and training to new staff on IT procedures, laptop management and best practices;
Perform hands on troubleshooting on Dell devices and MFPs, software installations and updates to devices;
Identify trends and escalate problems and major incidents to appropriate groups;
Collaborate with stakeholders and invite feedback for customer service improvement;
Create, review and update Service Desk knowledgebase to support service delivery;
Participate in developing the Support Service Delivery strategy and implementing best practice initiatives and process improvement;
Manage user accounts, passwords and permissions, setup email accounts and network shared folders;
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;
Develop procedures, support documentations, and user manuals;
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 tools including BMC TrackIT, or ServiceNow ITOM modules;
Hands on experience in Active Directory user and group management;
Experience in managing Windows 10 or Windows 11 tasks and Apple Operating Systems;
Troubleshooting techniques around MS Office applications and Office 365;
Understanding of Network configuration including TCP/IP networks;
Familiar with ITIL Framework 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 is a full-time opportunity at ICES Central. Successful candidate must reside within Ontario while working remotely and able to come into the office if required from time to time. There may be instances where in-person meetings are requested; however, ICES continues to support Flexible remote work arrangements anywhere in Ontario.

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.