Analyst, Service Desk

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The Ontario Medical Association (OMA) advocates for and supports doctors, seeking to strengthen their leadership role in caring for patients. We continually seek to be the trusted voice in transforming Ontario’s health-care system by courageously pursuing best practices, new ideas, solutions, and opportunities to improve.

Job summary
This position serves as a frontline enabler of the digital employee experience, providing high-quality technical support to OMA staff, subsidiaries, and governing Boards while contributing to operational resilience, cybersecurity improvements, automation, and continuous improvement.

In addition to core queue management duties, the role carries specialized ownership of meeting room technology, AV systems, hands-on automation development, and expanded responsibility for operational support across network, identity, and cloud environments.

How you will make a difference

• Provides technical support by resolving incidents and service requests across endpoints, collaboration platforms, identity, and access, using structured troubleshooting, AI-assisted insights, and root-cause analysis to ensure timely resolution.
• Drives automation and self-service adoption by supporting and improving AI virtual agents and automated workflows, identifying high-volume use cases for automation, and contributing knowledge and training data to reduce manual effort and improve efficiency.
• Supports technology change and service improvements by participating in projects, solution evaluations, deployments, upgrades, and user acceptance testing, while coordinating with internal teams and vendors to ensure smooth adoption and minimal business disruption.
• Strengthens operational resilience and service quality by supporting endpoint and security operations, responding to security-related events, maintaining accurate asset and service data, and contributing to continuous improvement and ITIL-aligned service management practices.

Requirements that are important to us

• Diploma in Information Technology, Computer Science, Computer Engineering or equivalent
• Minimum of 2 years foundational understanding of how technology solutions are applied in real-world systems related experience
• Experience in an IT Service Desk, End-User Support, or Technical Support role supporting a Microsoft-centric environment. Exposure to ITSM platforms, endpoint management, and automation tools
• Required: ITIL Foundations, CompTIA A+ or equivalent foundational technical certification
• Assets: M365 and Azure Fundamentals, Network+, IT Security Designations

Preference will be given to candidates with experience in CompTIA Security+ (or equivalent security awareness); Windows 11, macOS, iOS/Android device management; Microsoft 365 Administration (including Intune, Windows Defender, Autopilot); Basic Networking: TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting; Exposure to AI tools (copilot, virtual agents); Endpoint security management and security tools: Familiarity with antivirus/EDR platforms (Microsoft Defender); Automation / RPA tools: Power Automate / PowerApps / Flow Scripting; Scripting: Python, PowerShell for automation; Identity & Access Management: Active Directory, Azure AD/Entra ID, SSO, MFA configurations; Collaboration tools: Microsoft Teams, SharePoint

The OMA has moved to a permanent hybrid work environment. As such, the individual in this position will be required to work a minimum number of days in our Toronto office.

What do we have to offer you?

• A work environment whose values are to be respectful, bold, responsive, and transparent in our work and our behaviours
• A fantastic opportunity to grow with the team and help shape the strategic direction of the OMA, its members and the health-care system
• An organization that is committed to the equity, diversity and inclusion principles of humility, accountability, collaboration, courage and integrity
• A commitment to growth and development through paid professional development and continuous in-house learning
• A friendly and flexible hybrid work environment
• Competitive total rewards package including a hiring salary range of $65,400-$69,490 plus pension plan and a bonus program
• Exceptional group benefits package, including a spending account and a robust wellness program
• An organization that has been recognized as a Greater Toronto’s Top Employers for six consecutive years.

As a condition of employment, OMA conducts background checks and reference checks for all open positions.

We're excited to share this opportunity, which is an additional headcount being added to our team. Kindly be advised that our recruitment process does not involve the use of Artificial Intelligence.

The Ontario Medical Association is strongly committed to diversity within its community and welcomes applications from racialized persons/persons of colour, women, Indigenous People of North America, persons with disabilities, LGBTQ2S+ persons, and others who may contribute to the further diversification of ideas. In accordance with the AODA Act, accommodation will be provided throughout the recruitment process to applicants with disabilities.