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 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**:

- 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;
- 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;
- Understanding of Network configuration including TCP/IP networks;
- Familiar with ITIL Framework and understanding of its practices;
- Aptitude for learning software quickly with mínimal instruction;
- Ability to work well in a team environment;
- Strong communication and customer service skills.

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.