Technical Support Analyst

CAAT Pension Plan; Toronto; On-site; CAD 73,000 - 86,000; Full time

Benefits offered by this job

Total Rewards program

Comprehensive benefits

Defined benefit pension

Job summary

CAAT Pension Plan is seeking a Technical Support Analyst to maintain and enhance our IT systems for staff across the organization.

You will provide hands-on support for workstations, collaboration tools, and security controls while contributing to ongoing improvements in our IT infrastructure. The role emphasizes proactive problem solving, vendor collaboration, and effective ticket handling.

Qualifications

• 3–5 years of experience supporting IT systems in a similar environment.
• Strong understanding of Active Directory and user/computer management.
• Experience with Microsoft 365 suite, Exchange Online, Teams, SharePoint Online, and OneDrive for Business.
• Experience with Azure/Entra ID, VM management, and RBAC/MFA/PIM
• ITIL-based incident and service request management experience.

Responsibilities

• Provide technical support to staff for workstations, phones, printing, scanning, and software applications.
• Respond to support requests; log, prioritize, and resolve tickets per service levels.
• Research issues, document resolutions, and implement improvements.
• Assist with server and device patching and backend system maintenance.
• Diagnose, troubleshoot, escalate with vendors, and collaborate on changes.

Skills

Windows desktop administration

Active Directory

Microsoft 365

Azure/Entra ID

PowerShell/Bash scripting

Problem-solving

Communication skills

Adaptability

Initiative

Education

Post-secondary IT/CS education

Tools

ServiceNow

Remedy

Jira

Patch My PC

SCCM/Intune

Job description

At CAAT, we’re passionate about what we do. And it shows!Here, you’ll find a cultural spark in everything we do – from the way we partner with members and employers, to the way we work, collaborate, and grow. It doesn’t just feel different at CAAT. It is different. We’re one of the fastest-growing pensions in the country for a reason. We challenge the status quo, making a real impact on the hundreds of employers we serve – from education institutions to major corporations and household brands. And we’re just getting started. Driven by core values and a shared purpose, we’re fierce champions for better retirement security, known for our can-do culture where everyone plays a role in bringing our vision to life. If this sounds like a fit, we’d love you to be a part of it.About the Role: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.As the Newest Member of our Team, You’ll: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.To Succeed, You Bring:3-5 years of experience supporting IT systems in a similar technical environment.Post-secondary education in a Computer Science program, IT program, or similarStrong 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).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.A demonstrated expertise in Windows desktop administration, along with knowledge and familiarity with Linux, Windows server administration, and MacOS administrationStrong problem-solving and communication skillsDemonstrates adaptability and takes initiative to drive results in a dynamic work environmentThe target hiring salary for this position is $73,200.00-$86,100.00. Placement within our salary range will be based on factors such as internal equity, market conditions, and the candidate’s experience, skills, and qualifications relevant to the role.At CAAT, we believe innovation, passion, and purpose are ingredients for a great work environment. We’re incredibly proud of our people and the remarkable impact they have as catalysts for change. We’re committed to attracting and keeping great talent, which means competitive compensation, exceptional benefits, and an environment where people can grow and thrive. When you work with CAAT, you’ll enjoy: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.If you believe that Canadians deserve a future where a secure lifetime retirement income contributes to their financial and overall well-being, then CAAT could be the right fit for you. Start your journey with us today. Apply now.Learn more about us by visiting www.caatpension.ca/careersNo artificial intelligence tools are used to screen, assess, or select applicants for this position. Artificial intelligence tools may be used to help recruiters identify potential candidates on external platforms. All hiring decisions are made by human reviewers.Diversity, Equity, Inclusion, and Belonging (DEIB):DEIB at CAAT means we respect and value the broadest range of experiences, geographies, gender, ethnicities, backgrounds, and perspectives as key elements of our culture. Our vision is to provide an environment where employees can bring their best, professional, authentic, selves to work.CAAT Pension Plan is an equal opportunity employer, and we will accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested. Should any applicant require accommodation through the application processes, please contact us at [e-mail] or call Human Resources at 416-673-9000 for assistance.Vacancy:This posting is for an existing vacancy