Position: Senior Support Analyst
Site: MaRS Centre, Toronto
Department: Corporate Information Technology
Reports To: Manager, Client IT
Salary: Commensurate with level of experience
Hours: 35 hours/week
Status: Full-time, Permanent
The Ontario Institute for Cancer Research (OICR) is seeking a Senior Support Analyst to provide advanced technical support to end-users. The Senior Support Analyst role reports to the Manager of Client IT, and it requires working closely with other IT team members.
OICR is based in the MaRS Centre at 661 University Avenue in Toronto, Ontario, Canada. We expect the working environment for the Senior Support Analyst to be a hybrid of on-premises and remote. Candidates must be based in Ontario, with the ability to commute to/from the MaRS complex as needed. Like all positions in IT, this role will be required to work from time to time outside of regular business hours.
The MaRS Centre has a mandatory COVID-19 vaccination policy in place that requires proof of full COVID-19 vaccination or proof of a medical exemption issued pursuant to the Government of Ontario guidelines. Accordingly, as a condition of employment, new employees who are required to work on-site are required to be fully vaccinated for COVID-19 subject to the duty to accommodate on the basis of protected grounds pursuant to the Ontario Human Rights Code.
Fully vaccinated is defined as having received all of the required doses of a Health Canada approved vaccine and having received the final dose at least 14 days before your employment start date.
As described above, the requirement to be fully vaccinated is subject to the Ontario Human Rights Code. If the candidate is unable to receive the COVID-19 vaccine for a reason protected by the Code, requests for accommodation from the vaccine policy will be assessed on a case-by-case basis.
To learn more about working at OICR, visit our career page.
The responsibilities include:
- Assist users, remotely and in person, to diagnose and resolve technical problems;
- Review, update in detail and resolve all tickets assigned through the automated ticketing system from inception to resolution;
- Recognize and escalate complex problems to “Level 3” support by providing appropriate information and detail;
- Perform preventive maintenance tasks, troubleshoot, and repair computer systems and peripheral equipment;
- Setup, deploy and support client hardware, software, and virtual machines;
- Analyze and test new tools and applications;
- Manage and report on asset deployments and retrievals, including loaner pool management;
- Support the telephony system (Avaya), office printers (Canon and HP), audio-visual system (Crestron), signage, and the boardroom AV equipment;
- Administer imaging servers (e.g., deploy studio, SCCM);
- Administer AV/telephony servers and work with AV/telephony vendors;
- Deploy and support mobile devices: iPhone, iPad, and Android;
- Perform malware infection clean-up and assist with any information security-related incidents;
- Support and maintain security and monitoring tools (e.g., USB Scanner, anti-virus console);
- Manage user and machine access accounts and permissions using technologies such as Active Directory, LDAP, and Radius;
- Provide end-user support for OICR’s core business and research applications;
- Provide input to the IT Support Manager on information technology improvements, services, policies, and procedures;
- Provide excellent customer service by ensuring client IT requests communicated professionally, quickly attended to, and completed with attention to detail;
- Communicate politely to technical and non-technical colleagues, from junior members to senior executives;
- Ability to work under pressure, self-manage time, and organize priorities to meet SLA objectives regarding client satisfaction and issue resolution;
- Ability to work independently with minimal supervision and to work as a team is required;
- Ensure adherence and compliance to IT policies, standards, and procedures, with the ability to clearly explain and tactfully reinforce IT policies, standards and procedures to end-users; and
- Assist with other occasional after-hours/weekend support escalations as needed.
The qualifications include:
- At a minimum, completion of a 3-year college program in an IT-related field or recognized equivalent;
- At a minimum, six (6) years of practical experience in IT support;
- Must have expert understanding and troubleshooting experience with the following operating systems: Linux (Ubuntu or Debian preferred), macOS, and Windows (7,10,11);
- Expert experience setting up and maintaining local client virtualization using various platforms (VirtualBox, VMWare, etc.) is required;
- Expert experience with troubleshooting client application software, hardware, and peripherals is required;
- Experience using command line tools for support and troubleshooting purposes is required;
- Experience troubleshooting network related issues is required;
- In-depth understanding of Microsoft Office 365, SharePoint and Defender is required;
- Experience supporting mail clients across all platforms required (Outlook, Apple Mail, Thunderbird, etc.) required;
- Experience with Android, iPhone and iPad device deployment and management required;
- Knowledge and experience in using client systems management tools (e.g., SCCM, Intune Puppet) is required;
- Knowledge and experience in using an automated ticketing system (e.g., Jira Service Desk) is required;
- Experience supporting document management systems (Microsoft SharePoint) is required;
- Experience with LDAP and Active Directory management tools is required;
- Experience supporting Audio-Visual devices and control systems is required; and
- Experience supporting Telephony devices and control systems is required.
OICR is a collaborative, not-for-profit research institute accelerating the development of new cancer research discoveries for patients around the world while maximizing the economic benefit of this research for the people of Ontario. We are dedicated professionals who bring expertise to each of our roles. We are looking for individuals who share our values of excellence, innovation, collaboration, impact, responsibility and community.
Launched in December 2005, OICR is an independent institute funded by the Government of Ontario through the Ministry of Colleges and Universities.
For more information about OICR, please visit the website at www.oicr.on.ca.
CLOSING DATE: Until Filled
OICR is committed to fostering a climate of equity, diversity, inclusion, and accessibility. This commitment is central to, and mutually supportive of, our research excellence mandate. We welcome and respect the diversity of all members of our community and we support an inclusive culture for all. We welcome all applicants, and encourage applications from racialized persons, Indigenous Peoples, women, persons with disabilities, LGBTQ2S persons, and others who may contribute to furthering a diversity of ideas within our community. OICR is committed to fair assessment of a candidate’s abilities, and consideration for diversity of thought, method, and experience. Providing an accessible workplace and recruitment process is important to us, as described in our Accessibility Plan (https://oicr.on.ca/accessibility/). Should you require accommodation during any stage in the recruitment process, please complete the form at the bottom of page https://oicr.on.ca/careers/. Information received related to accommodation will be handled confidentially.
The Ontario Institute for Cancer Research thanks all applicants. However, only those under consideration will be contacted.
Resume Format: If you elect to apply, you will need a text or HTML version of your resume so that you can cut and paste it into the application box provided. Before you submit the completed application, you will be asked to attach one or two files to your application. Please attach your resume as a .pdf or .doc file.