Technical Support Analyst

Role overview

First-level support and incident management

• Provide first-level support through email, phone, Teams chat, or onsite channels and resolve requests within established service-level agreements.
• Perform user account onboarding and offboarding, validate access, and update permissions.
• Document interactions and track incidents and requests in the ITSM platform.
• Review incident reports for recurring issues and service improvement opportunities.
• Provision and configure laptops, maintain software packages, and administer endpoint security policies.
• Develop and maintain scripts, including PowerShell, to automate workflows and reduce manual work.
• Maintain asset inventory for procurement, troubleshooting, repairs, and decommissioning.

Knowledge base and initiatives

• Create, review, and update service desk knowledge base articles in collaboration with team members.
• Lead support-related initiatives, including planning, execution, and integration of new processes, tools, and service improvements.

Orientation and training

• Orient and train new staff on IT procedures, laptop management, and best practices.
• Develop training materials and facilitate ongoing sessions to keep existing staff informed about new technologies and procedures.

Employee benefits

• Benefits include flexible work arrangements, competitive compensation, a comprehensive benefits program, and a HOOPP pension plan.
• Other offerings include employee assistance and well-being programs, vacation and caregiver days, education funding, holiday closure, and employee discounts.

About ICES

Requirements

• Able to provide first-level technical support and resolve user issues efficiently.
• Able to perform identity and access tasks, including account onboarding, permission updates, and offboarding.
• Familiarity with hardware and software systems for endpoint provisioning, configuration, and troubleshooting.
• Able to develop, optimize, and maintain scripts, including PowerShell, to automate workflows.
• Able to write and maintain clear service documentation and deliver staff training.
• Strong communication and problem-solving skills.