Technical Support Analyst

CAAT Pension Plan • Toronto, ON

12d • CA$73,200 - CA$86,100

About The Position

We are seeking a Technical Support Analyst to maintain and enhance CAAT’s technology systems. This role provides technical support across the organization, ensures the availability and security of systems and data, and contributes to continuous improvements in IT infrastructure.

Requirements

• 3-5 years of experience supporting IT systems in a similar technical environment.
• Post-secondary education in a Computer Science program, IT program, or similar
• Strong understanding of Active Directory, with experience managing users, computers, and network resources.
• Experience supporting Microsoft 365 suite, Exchange Online (Shared Mailboxes, Distribution Lists, Mail Flow), Teams, SharePoint Online, OneDrive for Business.
• Experience working with Microsoft Azure/Entra ID, VM Management, Conditional Access, Role-Based Access Control (RBAC), MFA, Privileged Identity Management (PIM), Single Sign-On (SSO), etc.
• Experience working with any service management tools such as ServiceNow, Remedy, or Jira.
• Experience working in a ITIL based environment (Incident Management, Service Request Management, Escalation Management, SLA Adherence).
• A demonstrated expertise in Windows desktop administration, along with knowledge and familiarity with Linux, Windows server administration, and MacOS administration
• Strong problem-solving and communication skills
• Demonstrates adaptability and takes initiative to drive results in a dynamic work environment

Nice To Haves

• Experience in vulnerability remediation and third-party application patching using Patch My PC or comparable patch management tools (e.g., SCCM/Intune integrations) is considered an asset.
• Experience in PowerShell/Bash scripting is considered an asset.

Responsibilities

• Provide technical support to staff in the use of workstations, phones, printing, scanning, and software applications.
• Respond to technical support requests; ensure tickets are acknowledged, prioritized, logged, and updated according to service levels.
• Research issues, determine effective solutions, resolve problems, and document resolutions to support continual service improvement.
• Support upgrades of hardware, operating systems, applications, and technology-based projects.
• Assist with server patching, device patching, and related backend system maintenance.
• Diagnose, troubleshoot, and resolve issues; escalate and work with vendors as needed.
• Collaborate with the team on issues, changes, and suggestions and maintain inventory as required.

Benefits

• Opportunities to Build a Better You: We never stand still. As we grow, so do you. Enjoy a place that provides endless opportunities to learn and master your skills while cultivating new ones.
• Comprehensive & Holistic Care: Be at your best with a Total Rewards program that feeds and prioritizes your physical, mental, and financial wellness. From flexible work arrangements, comprehensive benefits to wellness incentives, and a defined benefit pension plan – we have you covered.
• A Place to Collaborate and Win: We’ve built a lively environment where creativity and open communication thrive. It’s why we’re consistently recognized as one of ‘Canada’s Most Admired Corporate Cultures’, one of ‘Greater Toronto’s Top Employers’, and one of the ‘Best Places to Work’.
• Work that Truly Matters. You’re giving Canadians the opportunity for better retirement security, and organizations the chance to do more.

What This Job Offers

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