Ontario Medical Association

Represents physicians; shapes policy, improves care.

Analyst – Service Desk

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeToronto, ON, Canada

About the Job

Requirements

A diploma in Information Technology, Computer Science, Computer Engineering, or equivalent is required.
At least 2 years of foundational understanding of how technology solutions are applied in real-world systems is required.
Experience in an IT service desk, end-user support, or technical support role in a Microsoft-centric environment is required.
Exposure to IT service management platforms, endpoint management, and automation tools is required.
ITIL Foundations, CompTIA A+, or an equivalent foundational technical certification is required.

Responsibilities

Resolve incidents and service requests across endpoints, collaboration platforms, identity, and access using structured troubleshooting, AI-assisted insights, and root-cause analysis.
Support and improve AI virtual agents and automated workflows, identify high-volume use cases for automation, and contribute knowledge and training data to reduce manual effort.
Participate in projects, solution evaluations, deployments, upgrades, and user acceptance testing, coordinating with internal teams and vendors to support adoption and minimize business disruption.
Support endpoint and security operations, respond to security-related events, maintain accurate asset and service data, and contribute to continuous improvement and ITIL-aligned service management practices.
Provide technical support to OMA staff, subsidiaries, and governing Boards.
Own meeting room technology and AV systems, develop automation, and provide operational support across network, identity, and cloud environments.

Desired Qualifications

Assets include M365 and Azure Fundamentals, Network+, or IT security designations.
Experience with CompTIA Security+ or equivalent security awareness is preferred.
Experience with Windows 11, macOS, and iOS/Android device management is preferred.
Experience with Microsoft 365 Administration, including Intune, Windows Defender, and Autopilot, is preferred.
Basic networking knowledge, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting, is preferred.
Exposure to AI tools such as Copilot and virtual agents is preferred.
Familiarity with endpoint security management and antivirus or EDR platforms such as Microsoft Defender is preferred.
Experience with automation or RPA tools such as Power Automate, PowerApps, or Flow is preferred.
Scripting experience with Python or PowerShell for automation is preferred.
Experience with identity and access management, including Active Directory, Azure AD/Entra ID, SSO, and MFA configurations, is preferred.
Experience with Microsoft Teams and SharePoint is preferred.

Are you looking to join one of Greater Toronto’s Top 2026 Employers?

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.

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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.

About the Company

Ontario Medical Association

Represents physicians; shapes policy, improves care.

The Ontario Medical Association (OMA) is a professional body that represents more than 43,000 physicians and medical students in Ontario. What it does: it speaks for doctors’ political, clinical, and economic interests and supports front-line patient care. How its products work: the OMA helps doctors work with patients to promote healthy living and disease prevention, while also shaping health-care policy and leading initiatives to improve Ontario’s health system. How it differs from competitors: it combines advocacy, professional representation, and policy work for doctors, a long-standing organization founded in 1880 that aims to align medical practice with health-system improvements. Its goal: to support physicians and strengthen Ontario’s health care system so patients receive good care and the system runs effectively.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Toronto, Canada
Founded: 1880

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