Analyst, Client IT

**Position: Analyst, Client IT**
**Location: MaRS Centre, Toronto**
**Department: Corporate Information Technology**
**Reports To: Manager, Client IT**
**Salary: Commensurate with level of experience**

**Hours: 35 hours/week**
**Job Type: On-site**
**Status: Permanent / Full-time**

The Ontario Institute for Cancer Research (OICR) is seeking a full-time on-site **Client IT Analyst **to provide IT technical support to end-users. The Client IT Analyst role reports to the Manager of Client IT, and it requires working closely with other IT team members.

Fully vaccinated is defined as having received all of the required doses of a Health Canada approved vaccine and having received the final dose at least 14 days before your employment start date.

To learn more about working at OICR, visit our **career page**.

**The responsibilities include**:

- Recognizes and escalates difficult problems to senior IT levels by providing appropriate information and detail.
- Maintains user and machine access accounts and permissions using technologies such as Active Directory, LDAP, and Radius.
- Supports the security of all client devices, performs malware scans and escalates any unusual activities to the IT security team.
- Supports and performs preventive maintenance tasks, troubleshooting, and repairs of client IT devices.
- Supports and reports on asset deployments and retrievals, including loaner pool management.
- Supports and maintains security and monitoring tools (e.g., USB scanner, anti-virus).
- Maintains the IT asset inventories.
- Deploys and supports mobile devices (e.g., iPhones, iPads).
- Supports staff relocation and IT equipment moves.
- Participates on the day-to-day operations of the OICR IT Helpdesk, and provides excellent client IT support to OICR by:

- Watching the general ticketing system queue and assigning IT tickets appropriately.
- Reviewing, updating in detail, and resolving all tickets assigned through the automated ticketing system from inception to resolution.
- Assisting users, remotely and in-person to diagnose and resolve technical problems.
- Ensuring client IT requests are professionally communicated, quickly attended to, and completed with attention to detail.
- Communicates clearly, comfortably, and politely to technical and non-technical colleagues, from junior members to senior executives.
- Ability to work under pressure, self-manage time, and organize priorities to meet SLA objectives regarding client satisfaction and issue resolution.
- Ability to self-learn, quickly adopt and support the implementation, testing and deployment of new IT tools.
- Ability to work independently with mínimal supervision and ability to work professionally as a team is required.
- Ensures adherence and compliance to IT policies, standards, and procedures, with the ability to clearly explain and tactfully reinforce IT policies, standards, and procedures to end users.
- Assists with occasional after hours/weekend support escalations as needed.
- Performs other related duties as required.

**Qualifications**:

- At minimum, completion of a university degree in an IT related field (or recognized equivalent) with practical and related IT work experience.
- Must have excellent communication skills in both written and spoken English.
- One or more Windows, Linux and MacOS certifications, or any cybersecurity certifications is an asset.
- ITIL Foundation qualification certificate, or a recognized equivalent, is an asset.
- Should have understanding and troubleshooting experience with at least one or more of the following operating systems: Linux (Ubuntu or Debian preferred), MacOS, and Windows.
- Understanding of Microsoft Office 365 and Google Suite is required.
- Experience with iPhone and iPad device deployment and management is an asset.
- Experience setting up and maintaining local client virtualization using various platforms (VirtualBox, VMWare, etc.) is an asset.
- Experience with account management and account management tools is an asset.
- Knowledge of LDAP, AD (active directory), Crowd, SAML and MFA (two-factor authentication) is an asset.
- Knowledge and experience in using client systems management tools (e.g., SCCM, Intune, Puppet) is an asset.
- Knowledge and experience in using automated ticketing systems (e.g., JIRA Service Desk) is an asset.
- Experience using command line tools for support and troubleshooting purposes is an asset.
- Experience troubleshooting network and VPN related issues is an asset.
- Experience supporting collaboration tools (e.g., Slack, Teams, SharePoint, Zoom, etc.) is an asset.
- Experience supporting audio-visual (AV) devices is an asset.
- Experience supporting telephony devices is an asset.
- Experience with IT security resolution analysis is an asset, and experience with Defender is desired.

OICR is a collaborative, not-for-profit research institute accelerating the development of new cancer research discoveries for patients around the world while maximizing t