Associate Systems Analyst (12 month contract)

Ontario Teachers' Pension Plan; Toronto; On-site; CAD 90,000 - 102,000; Full time

Benefits offered by this job

Flexible work environment

Travel program

Employee discounts (Edvantage, Perkop

Growth opportunities

Job summary

Ontario Teachers' Pension Plan is seeking a Service Desk professional to provide first-level support to internal and external users, troubleshoot issues, and log incidents. You will rotate shifts and collaborate with senior specialists to resolve complex problems, contributing to enterprise IT service quality.

You will work within the Technology Services Division, partnering with other IT teams to support Windows, Microsoft 365, AD, meeting room tech, and more.

Qualifications

• College diploma, university degree, or equivalent experience in Information Technology, Computer Science, Business, or a related field.
• 1-2 years of experience in a Service Desk, Desktop Support, or technical support role.
• Experience supporting Windows, Microsoft 365, mobile devices, printers, and collaboration tools.

Responsibilities

• Provide first-level technical support to end-users via phone, email, chat, and in-person interactions.
• Troubleshoot hardware, software, mobile devices, printers, and connectivity issues.
• Log, update, and manage incidents and service requests within the service management system.
• Escalate incidents and requests to senior analysts or specialized support teams when required.
• Install, configure, and support desktops, laptops, mobile devices, peripherals, and meeting room technologies.
• Document troubleshooting activities, resolutions, and knowledge articles as required.

Skills

Customer service

Troubleshooting

Communication

Windows support

Microsoft 365 support

Active Directory

Education

College diploma or university degree in IT or related field

Tools

ServiceNow

Microsoft Teams

SCCM

Azure

Job description

Provide technical support to internal and external customers of the organization. Analyze and troubleshoot technical issues, escalated complex problems to senior team members, and document all incidents and requests in the service desk system.

Who you’ll work with

In this role, you will be a member of the Technology Services Division, reporting directly to the TSS Manager. As part of the Service Desk team, you will work closely to deliver timely and effective support, while partnering with senior technical specialists who assist with the escalation and resolution of more complex or high‑impact incidents. You will collaborate daily with both internal and external end users across the organization, providing first‑level technical support and ensuring consistent, professional, and high‑quality service experience. Strong communication skills and a customer‑focused mindset are essential, as you will often serve as the primary point of contact for technology‑related issues and service requests. Your work will also involve coordinating with other technology teams when incidents require cross‑functional support. This includes exposure to and collaboration across technologies such as Windows operating systems, hardware troubleshooting, Microsoft 365, Active Directory, SCCM, Azure, meeting room technologies (including Crestron and Microsoft Teams), mobile device management, and network troubleshooting. Through this collaboration, you will gain broad technical knowledge and contribute to the smooth operation and continuous improvement of enterprise IT services.

What you’ll do

• This position requires rotating shifts (between 7am – 5:30pm) Occasional overtime, after-hours, weekend, or on‑call work may be required.
• Provide first‑level technical support to end‑users via phone, email, chat, and in‑person interactions.
• Troubleshoot hardware, software, mobile device, printing, and connectivity issues.
• Log, update, and manage incidents and service requests within the service management system.
• Escalate incidents and requests to senior analysts or specialized support teams when required.
• Prioritize and manage tickets in accordance with established service levels and procedures.
• Install, configure, and support desktops, laptops, mobile devices, peripherals, and meeting room technologies.
• Assist users with Microsoft 365 applications and other supported business technologies.
• Document troubleshooting activities, resolutions, and knowledge articles as required.
• Participate in hardware deployments, equipment refreshes, and technology rollouts.
• Provide end‑user guidance on technology use and best practices.
• Participate in team projects and continuous improvement initiatives.
• Perform other duties as assigned.
• Initial intake point for business‑critical issues of varying degree.

What you’ll need

• College diploma, university degree, or equivalent experience in Information Technology, Computer Science, Business, or a related field.
• 1-2 years of experience in a Service Desk, Desktop Support, or technical support role.
• Experience supporting Windows, Microsoft 365, mobile devices, printers, and collaboration tools.
• Strong troubleshooting and problem‑solving abilities.
• Excellent customer service and communication skills.
• Experience with Active Directory and Microsoft technologies is an asset.
• ServiceNow experience is an asset.
• ITIL Foundation certification is an asset.

What we’re offering

• Base Salary starting at $89,800 with future opportunity of up to $101,900.
• Competitive compensation
• Numerous opportunities for professional growth and development
• A flexible work environment combining in office collaboration and remote working
• Our Flexible Travel Program gives you the option to work abroad in another region/country for up to a month each year
• Employee discount programs including Edvantage and Perkopolis

Diversity & Inclusion

At Ontario Teachers', diversity is one of our core strengths. We take pride in ensuring that the people we hire and the culture we create, reflect and embrace diversity of thought, background and experience. Through our Diversity, Equity and Inclusion strategy and our Employee Resource Groups (ERGs), we celebrate diversity and foster inclusion through events for colleagues to connect for professional development, networking & mentoring. We are building an inclusive and equitable workplace where our talent is respected, accepted and empowered to be themselves. To learn more about our commitment to Diversity, Equity and Inclusion, check out Life at Teachers'.

Accommodation and Disability

Accommodations are available upon request ([e-mail]) for candidates with a disability taking part in the recruitment process and once hired.

Working Conditions

Candidates must be legally entitled to work in the country where this role is located. Ontario Teachers’ may use AI‑based tools to assist in screening and assessing applicants for this position. These tools may help us identify candidates whose skills and experience align with Ontario Teachers’ objectives by analyzing information provided in resumes and applications. Our use of AI does not replace human decision‑making. To learn more about how Teachers’ uses AI with your personal information, please visit our Privacy Centre.