Technical Support Analyst

**_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 seeking a Technical Support Analyst to join our IT team. Reporting to the IT Service Desk Lead; the Technical Support Analyst will be responsible for providing first level technical support and fulfilling service requests. For additional support, detailed documentation will be placed in the ticket for escalation to the second level support team, System/Network Administrators.

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

- Act as the single point of contact to provide user support, resolve IT incidents, fulfill service requests and ensure SLAs are met;
- Log incidents and end user requests, and provide quick workarounds, and resolutions;
- Identify recurring problems and work with System/Network Administrators and Application Developers in resolving them in a timely manner
- Install, configure, patch and troubleshoot Lenovo/Dell devices and peripherals;
- Assist with IT Asset Management process and maintain hardware inventory;
- 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 Computer Sciences or equivalent IT industry certificates such as MCSA/MCSE, ITIL, CCNA would be an asset;
- Minimum of 2-3 years of experience with Windows 10 configuration, support and troubleshooting;
- Minimum of 2-3 years of experience with Office 365, MS Teams and SharePoint;
- Minimum of 2-3 years of experience with Citrix End User Support;
- Minimum of 2-3 years of experience with IT Service Management Ticketing System including ticket logging, ticket updates and resolution logging;
- Proficiency in hardware configuration, upgrade, troubleshooting, and repair on-site and remote _(desktops, laptops, and peripherals)_;
- Working experience in AD/LDAP user and Office 365 account administration;
- Working experience in network troubleshooting, and cabling;
- Knowledge of multi function printers and print management;
- Aptitude for learning software with mínimal supervision;
- Ability to work well in a team environment;
- Excellent written and oral communications skills in order to interact with both technical and non
- technical users;
- Excellent analytical and evaluative skills to find solutions quickly;
- Willingness and ability to take initiative, work independently, set priorities, and work effectively under pressure;

This role is a full-time permanent position located at ICES Central in Toronto.

Security clearance may be required.

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_._