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About the Role

This position is primarily responsible for the day-to-day management of the service desk queue, ensuring timely handling of incidents and service requests to deliver a reliable, high-quality digital workplace experience. 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. When complex incidents or service requests require deeper technical expertise, this position serves as the escalation point within the Service Desk. The role also partners closely with Senior Automation Engineers, Developers, and Platform Teams to operationalize automation at scale, enabling faster fulfillment and resolution and an improved employee experience. The position actively contributes to continuous improvement, knowledge maturity, and operational resilience while maintaining strong security and governance discipline.

Responsibilities

Act as a Tier 2 escalation point for complex Service Desk incidents and service requests, providing advanced troubleshooting and root cause resolution.
Support and maintain endpoint, collaboration, and user environment technologies to ensure a reliable employee experience.
Provide operational support for meeting room and AV technologies, including conferencing platforms and room systems, and assist with critical meetings or events when required.
Design and implement automation workflows to streamline Service Desk processes and reduce manual work.
Identify opportunities to automate repetitive support activities and continuously improve service delivery and operational efficiency.
Support endpoint, identity, and access management processes while following security best practices and escalation procedures.

Requirements

College diploma or university degree in Information Technology, Computer Science, Computer Engineering, or equivalent.
Minimum 3 years’ experience in IT Service Desk, End-User Computing, or Technical Support.
Demonstrated hands-on experience with scripting, automation, or workflow development.
ITIL Foundation (latest edition) certification.
CompTIA Network+ (or equivalent) certification.
CompTIA A+ (or equivalent) certification.
Microsoft Certified: Azure Fundamentals (AZ-900) or equivalent certification.
Microsoft Certified: Azure AI Engineer Associate (AI-102) certification.
Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-102) or equivalent certification.
Microsoft Certified: Azure Developer Associate (AZ-204) certification.
Microsoft 365 Certified: Enterprise Administrator Expert (MS-102) certification.
CompTIA Security+ certification.
Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900) certification.
Proficiency in scripting languages: PowerShell, Python, Azure CLI, Microsoft Graph API.
Proficiency in automation tools: Azure Automation, Power Automate, Azure Logic Apps, Azure Functions.
Proficiency in PC diagnostics (Hardware & Software).
Experience with Windows 11, macOS, iOS/Android device management.
Experience with Microsoft 365 Administration (including Intune, Windows Defender, Autopilot).
Intermediate/Advanced Networking knowledge: TCP/IP, DNS, DHCP, VPN, Wi-Fi, Switches, Routers, Firewalls.
Exposure to AI tools (copilot, virtual agents).
Familiarity with endpoint security management and security tools, including antivirus/EDR platforms (Microsoft Defender).
Background checks and reference checks are conducted as a condition of employment.

Skills

Scripting
Automation
Workflow development
PowerShell
Python
Azure CLI
Microsoft Graph API
Azure Automation
Power Automate
Azure Logic Apps
Azure Functions
PC diagnostics
Windows 11 management
macOS management
iOS/Android device management
Microsoft 365 Administration
Intune
Windows Defender
Autopilot
TCP/IP
DNS
DHCP
VPN
Wi-Fi
Switches
Routers
Firewalls
AI tools
Endpoint security management
Antivirus platforms
EDR platforms

Location

Toronto office

Work Type

Hybrid

Experience Level

Minimum 3 years’ experience in IT Service Desk, End-User Computing, or Technical Support.

Education Level

College diploma or university degree in Information Technology, Computer Science, Computer Engineering, or equivalent.

Salary/Compensations

$65,400 - $69,490

Benefits

Pension plan
Bonus program
Exceptional group benefits package
Spending account
Robust wellness program
Paid professional development
Continuous in-house learning

About the Company

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.
An organization whose values are to be respectful, bold, responsive, and transparent in our work and our behaviours.
An organization that is committed to the equity, diversity and inclusion principles of humility, accountability, collaboration, courage and integrity.
An organization that has been recognized as a Greater Toronto’s Top Employers for six consecutive years.

Equal Opportunity

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.