IT Service Desk & Security Analyst (18-mth Contract)

MaRS Discovery District•Toronto, ON

1d•Hybrid

About The Position

The IT Service Desk and Security Analyst is to provide exceptional, timely support to MaRS users, ensuring reliable and secure access to IT services and applications. The role involves serving as the point of contact for all end-user IT issues, diagnosing and resolving problems quickly. It also includes assisting with the implementation of basic security best practices and responding to low-level cybersecurity incidents, managing end-user accounts, applications, and endpoint security, and creating and maintaining clear documentation for common service desk processes and security protocols. This is an 18-month contract.

Requirements

Post-secondary education or technical training in Information Technology, Computer Science, or a related field, or an equivalent combination of education, training, and practical experience
3+ years of technical experience in a Service Desk or IT Support role
Strong problem-solving skills and attention to details
Excellent written and verbal communication skills for user support.
Passion for learning new technology & AI utilization to improve and implement automation and security
Good understanding with the current Cloud technologies (AWS, Office 365, Google Workspace and Identity Providers)
Cybersecurity best practices

Nice To Haves

5+ years of technical experience (Medium Corporate & Startup environment)
Good understanding of current Cloud Technologies (Office 365, Google Workspace and Identity Providers).
Experience with ticketing systems (e.g., FreshService) and remote desktop tools.
Proficiency in supporting and troubleshooting end-user devices running Mac and Windows operating systems.
Experience administering Windows Server, Active Directory/Entra ID, and Linux systems in enterprise environments
Proficiency with scripting tools for automation and operational support
Hands-on experience with cloud, hybrid, and virtualized infrastructure, including AWS and virtualization platforms
Working knowledge of Infrastructure as Code, configuration management, and automation practices
Experience managing Microsoft 365 and Google Workspace environments
Understanding of enterprise storage, backup and recovery, and business continuity practices
Knowledge of system hardening, patching, monitoring, and infrastructure health management
Understanding of cybersecurity best practices, including endpoint protection, identity and access management, vulnerability remediation, and security compliance
Experience supporting or working within security-focused environments, including incident response, access controls, and audit readiness
Familiarity with AI-enabled workplace tools and the ability to support, evaluate, and adopt emerging technologies that improve service delivery, automation, and end-user productivity

Responsibilities

Work with the Service Desk team on IT support tickets, prioritizing and resolving end-user IT issues.
Manage Google Workspace Products & Services (Mail Delivery & Security, Google Shared Drives, and administration on other G Suite core services), focusing on user provisioning and support.
Perform basic security monitoring and triage alerts from End-Point Security (Jamf Protect and Microsoft Defender) and other tools.
Provide day-to-day management on Active Directory/Entra Services for user accounts, groups, and application access.
Manage Identity Provider functionality to ensure Single-Sign-On access and end-user application assignment.
Monitor backups for Servers and Google Workspace
Assist users with security awareness and best practices, including password management and phishing reporting.
Act as a technical resource to the Service Desk Team for resolving complex end-user issues.
Create documentation on applications, services, and troubleshooting steps for end-users and the Service Desk team.
Continuous learning on new technologies, especially in endpoint management and security.
Complete various tasks assigned by management.
Work independently to triage, investigate, and resolve IT issues while collaborating effectively with the Service Desk team and cross-functional stakeholders to ensure timely, consistent support.