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The Ontario Secondary School Teachers’ Federation is seeking the services of one individual to serve as Technical Support Analyst in the Operational Services Division. This is a unionized position.

The is a Temporary position beginning ASAP until the end of August.

Reporting to the Director of Information Technology Services, the Technical Support Analyst is a key member of the Technology Support Team, contributing to the organization’s operational objectives by delivering expert technical support for the Federation’s user community. As a core component of the Service Desk function, this role serves as the primary point of contact for users requiring technical assistance and plays a critical role in shaping the overall user experience of Information Technology services.

The position provides hands-on, on-site support to employees at all levels. Responsibilities also include coordinating with third-party service providers to diagnose and resolve technical issues, ensuring the timely restoration of service levels.

DUTIES AND RESPONSIBILITIES (not listed in order of priority):

- Prioritize, diagnose, and resolve technical issues related to servers, workstations, printers, desktop peripherals, audio/visual systems, and telecommunications devices, in accordance with OSSTF standards.
- Deploy, maintain, and troubleshoot Windows 10 and 11, Microsoft 365, and applications within the OSSTF common operating environment.
- Troubleshoot network connectivity issues and ensure adherence to established security practices.
- Maintain help desk ticket status and associated documentation throughout the lifecycle of each request within the issue tracking system.
- Provision, maintain, and deprovision user accounts, access rights, and security profiles.
- Develop and maintain technical documentation.
- Collaborate effectively with users,



internal and external support teams to ensure the timely resolution of technical issues and task completion.
- Participate in IT department projects and initiatives.

EDUCATION AND EXPERIENCE

· Minimum of a three-year Community College Certificate and or Diploma in an Information Technology field.

· Up to 2 years of experience in an end user-facing role supporting Windows domain-based client/server networks.

- Sound working knowledge of, and understanding of the interactions between the following;
- TCP-IP, DNS, DHCP, VLAN, VPN, Routing and Subnetting
- IaaS, PaaS, and SaaS
- Solid Active Directory knowledge (managing user accounts throughout their lifecycle, familiarity with use of OUs, security groups, GPOs, etc.) in a hybrid environment
- VMWare (Esxi), Windows server 2019 & 2022
- Good knowledge of backup systems and concepts. Veamm experience is an asset.
- Good knowledge of centralized end-point security management systems and IT security concepts.
- Valid certifications would be considered an asset à ITIL Foundation, Microsoft 365 Certified: Fundamentals / Administrator Expert / Endpoint Administrator Associate

· Must possess a level of high integrity and good interpersonal skills; friendly desk-side manner and skilled comportment. Good analytical and problem-solving skills (methodical, thorough and detailed).

· Good verbal and written communication skills and ability to effectively explain technical concepts to a non-technical audience through various channels.

· Able to work with minimal supervision on simple to moderately complex tasks.

· Ability to work collaboratively, under pressure and in an evolving landscape.

· Quick learner and committed to ongoing education to keep abreast of industry changes.

- Comfortable interfacing with external engineering professionals as needed.
- Some off-shift and off-site work will be required in the completion of projects and other initiatives.
- Understanding of and commitment to confidentiality.

Apply on Kit Job: kitjob.ca/job/2fsros

📌 Technical Support Analyst (Toronto)
🏢 Ontario Secondary School Teachers' Federation (OSSTF/FEESO)
📍 Toronto