The opportunity Provide technical support to internal and external customers of the organization. Analyze and troubleshoot technical issues, escalate 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 This position is eligible for base salary and annual incentive based on individual and enterprise performance. 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 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'. How to apply Are you ready to pursue new challenges and take your career to the next level? Apply today! You may be invited to complete a pre-recorded digital interview as part of your application. Accommodations are available upon request (peopleandculture@otpp.com) for candidates with a disability taking part in the recruitment process and once hired. 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. Functional Areas: Information Technology Vacancy: Current Requisition ID: 7215 #LI-PA1 At Ontario Teachers, we know that our Talent are our greatest strength – every innovation, every idea and every win has been powered by our people. We offer a work experience that inspires, encourages talent development, celebrates diversity and rewards superior performance. The best and brightest not only come here – they stay. Help us continue to deliver outstanding service and retirement security to our members and be the world’s leading pension plan. Apply today! Your Talent. Your Experience. Our Future. www.otpp.com/careers Recruitment Fraud Warning: Be Careful of Fraud: Please be aware of the misuse of the Ontario Teachers' Pension Plan [OTPP] name and brand by individuals and groups impersonating executive search representatives. This includes the advertising of fake OTPP job postings, "phishing" scams that seek personal, confidential, or financial information from potential job candidates, and false representations of being retained on Ontario Teachers' behalf. Ontario Teachers' will never ask candidates for payment, banking information, or financial details as part of the recruitment process. All legitimate opportunities are posted on our Careers site, and recruitment-related communications will come from Ontario Teachers' representatives or authorized recruitment partners engaged on our behalf. If you are unsure whether a communication is legitimate, please verify it through our Careers site or by contacting talent_acquisition@otpp.com.

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