Analyst, Service Desk & Automation

Ontario Medical Association • Toronto, ON

72d • Hybrid

About The Position

This position is primarily responsible for the day-to-day management of the service desk queue, ensuring timely handling of incidents and service requests to deliver a reliable, high-quality digital workplace experience. In addition to core queue management duties, the role carries specialized ownership of meeting room technology, AV systems, hands-on automation development, and expanded responsibility for operational support across network, identity, and cloud environments.
When complex incidents or service requests require deeper technical expertise, this position serves as the escalation point within the Service Desk. The role also partners closely with Senior Automation Engineers, Developers, and Platform Teams to operationalize automation at scale, enabling faster fulfillment and resolution and an improved employee experience.
The position actively contributes to continuous improvement, knowledge maturity, and operational resilience while maintaining strong security and governance discipline.

Requirements

• College diploma or university degree in Information Technology, Computer Science, Computer Engineering, or equivalent.
• Minimum 3 years’ experience in IT Service Desk, End-User Computing, or Technical Support. Demonstrated hands-on experience with scripting, automation, or workflow development.
• ITIL Foundation (latest edition)
• CompTIA Network+ (or equivalent)
• CompTIA A+ (or equivalent)
• Microsoft Certified: Azure Fundamentals (AZ-900) or equivalent
• Scripting: PowerShell, Python, Azure CLI, Microsoft Graph API
• Automation: Azure Automation, Power Automate, Azure Logic Apps, Azure Functions
• PC diagnostics (Hardware & Software)
• Windows 11, macOS, iOS/Android device management Microsoft 365 Administration (including Intune, Windows Defender, Autopilot)
• Intermediate/Advanced Networking: TCP/IP, DNS, DHCP, VPN, Wi-Fi, Switches, Routers, Firewalls
• Exposure to AI tools (copilot, virtual agents)
• Endpoint security management and security tools: Familiarity with antivirus/EDR platforms (Microsoft Defender)

Nice To Haves

• Microsoft Certified: Azure AI Engineer Associate (AI-102)
• Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-102) or equivalent
• Microsoft Certified: Azure Developer Associate (AZ-204)
• Microsoft 365 Certified: Enterprise Administrator Expert (MS-102)
• CompTIA Security+
• Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)

Responsibilities

• Acting as a Tier 2 escalation point for complex Service Desk incidents and service requests, providing advanced troubleshooting and root cause resolution.
• Supporting and maintain endpoint, collaboration, and user environment technologies to ensure a reliable employee experience.
• Providing operational support for meeting room and AV technologies, including conferencing platforms and room systems, and assist with critical meetings or events when required.
• Designing and implement automation workflows to streamline Service Desk processes and reduce manual work.
• Identifying opportunities to automate repetitive support activities and continuously improve service delivery and operational efficiency.
• Supporting endpoint, identity, and access management processes while following security best practices and escalation procedures.

Benefits

• A work environment whose values are to be respectful, bold, responsive, and transparent in our work and our behaviours
• A fantastic opportunity to grow with the team and help shape the strategic direction of the OMA, its members and the health-care system
• An organization that is committed to the equity, diversity and inclusion principles of humility, accountability, collaboration, courage and integrity
• A commitment to growth and development through paid professional development and continuous in-house learning
• A friendly and flexible hybrid work environment
• Competitive total rewards package including a hiring salary range of $65,400 - $69,490 plus pension plan and a bonus program
• Exceptional group benefits package, including a spending account and a robust wellness program
• An organization that has been recognized as a Greater Toronto’s Top Employers for six consecutive years.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree