Technical Support Analyst

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

Benefits offered by this job

Opportunities to Build a Better You

Comprehensive & Holistic Care

A Place to Collaborate and Win

Work that Truly Matters

Job summary

CAAT Pension is seeking a Technical Support Analyst to maintain and enhance our technology systems. You will provide technical support across the organization, ensure system availability and security, and contribute to improvements in IT infrastructure.

This role requires 3–5 years of IT support experience, strong AD knowledge, and expertise with Microsoft 365 apps and Azure/Entra ID. You will work in a dynamic team dedicated to reliable service delivery and security.

Qualifications

• Three to five years of experience supporting IT systems in a technical environment.
• Post-secondary education in Computer Science or IT.
• Strong understanding of Active Directory and user/computer management.
• Experience with Microsoft 365, Exchange Online, Teams, SharePoint Online, OneDrive for Business.

Responsibilities

• Provide technical support for staff on workstations, phones, printing, scanning, and software applications.
• Respond to service requests; log, prioritize, and update tickets per SLAs.
• Research issues, determine solutions, document resolutions, and support continual service improvement.
• Support hardware and software upgrades and technology-based projects.

Skills

Active Directory

Microsoft 365

Azure/Entra ID

PowerShell/Bash

ITIL

VM Management

Saa/SSO/MFA/PIM

Problem solving

Communication

Adaptability

Education

Post-secondary Computer Science/IT education

Tools

ServiceNow

Remedy

Jira

PatchMyPC

Intune

SCCM

Job description

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; escal 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 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).
• Experience in vulnerability remediation and third‑party application patching using PatchMyPC 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 administration
• Strong problem‑solving and communication skills
• Demonstrates adaptability and takes initiative to drive results in a dynamic work environment

The 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.

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.

No 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

At CAAT, we live our values of integrity, impact, and teamwork every day. We cultivate a culture of collaboration and fun, through an inclusive and energetic environment where CAATsters can work, learn, and grow together. We prioritize comprehensive and holistic care for our employees, designed to cater to every aspect of your life and wellbeing. Through our Total Rewards program, we prioritize your physical, mental, and financial wellness. This includes compensation, paid time off, health and dental benefits, wellness incentives, and a defined benefit pension plan. At CAAT, we embrace growth as a way of life where opportunities for adaptation, innovation, and learning prosper in our dynamic and evolving environment. As we expand and transform, so do you. Together, we’re on a mission to secure a better financial future for Canadians.