Is Support Assistant Jobs

The Technical Support Analyst is responsible for providing technical and operational leadership and is part of the Canadian Regional Support Analysts team. This role acts as the single point of contact for all first and second level escalations of branch technology issues and support. Reporting into Manager, IT Branch Support and Experience, this role will collaborate and have a strong dotted line to their respective Area Directors to analyze trends and identify roadblocks within their regional branches for a swift resolution.

You will have the opportunity to solve complex incident escalations and be involved with a variety of projects and tasks that contribute directly to your regional branches’ growth. This role will cover the Barrie Simcoe branches.

Duties And Responsibilities

• Follow documentation for technical procedures, policies and standard processes related to IT Operations.
• Configure, test, distribute, maintain, and troubleshoot desktop/laptop equipment, smartphones, printers, software, and peripherals via SCCM.
• Manage the lifecycle of IT equipment (laptops, phones, desktops, peripherals, printers, servers etc.) from procurement to disposal in compliance with Bayshore’s IT asset management processes.
• Assess system configuration needs based on technical trends and branch user feedback and report to manager for review. Recommends laptop & smartphone image enhancements to simplify and enhance field staff experience.
• Provide exceptional care to all employees, ensuring that the highest level of customer satisfaction is achieved.
• Build strong relationships with Area Directors and branch employees to ensure IT processes and capabilities are well integrated and remain agile with branches’ growth plans.
• Maintains awareness of evolving technical and branch business capabilities and needs.
• Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.
• Adhere to Bayshore Policies and Procedures.
• Ensure Service Level Agreements (SLAs) are being met by investigating and monitoring incidents and requests to completion via the ticketing tool (Service Now).
• Work with PD&UX and ADs to plan implementation and integration of new technologies.
• Identify technical issues with accounts and reports to Manager for resolution.
• Participate in ongoing internal and/or external continuing education activities
• Responsible for the ongoing operation, administration, and support of computer systems, desktop software, and enterprise applications across your assigned regional branches.
• Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns.
• Responsible for documenting processes and creating SOPs.
• Adheres to defined Bayshore IT Service Management processes – change, incident, knowledge, problem, request, and service level management.
• Collaborates with PD&UX, Area Directors and IT Business Office on key projects, and ensures alignment of activities, field staff experience and technical approach.
• Act as the main point of contact for all escalations of IT issues across the regional branches and resolve in a timely manner.

Additional duties as assigned by Manager, IT Branch experience in partnership with Area Directors.

Education

• Microsoft technical certifications preferred (A+, Network+, MCSA, MCSE etc.)
• ITIL v3/v4 Foundation certificate preferred.
• Completion of a college diploma/degree in Information Technology/Computer Science or a related field – or a combination of education, training and experience deemed equivalent.

Experience

• Experience with ticket management tools such as Remedy, Service Now etc.
• Active Directory Knowledge, structure, and management of user accounts throughout employee’s lifecycle.
• Technical knowledge and ability to support all end user hardware and software such as printing devices, mobile hardware (iPhones, Android etc.) and laptop/desktop hardware.
• Minimum 2-3 years experience with IT Infrastructure and Desktop Support Services.
• Knowledge and experience working with Citrix to assist and support Citrix users.
• Office 365 knowledge and administration.
• Demonstrated understanding of operating systems, network technologies, firewalls, and routers.
• Proficiency in Procura, and other healthcare business applications is an asset.
• Understanding of VoIP, analog phone lines, end user security malware and anti-virus solutions.

Other Skills And Abilities

• Exceptional verbal and written communication skills.
• Exceptional organizational and administrative skills with a commitment to meeting timelines and client expectations.
• Self motivated individual with a strong attention to detail.
• Exceptional interpersonal skills and ability to work independently and as part of a team
• Possess a passion/ great enthusiasm for the delivery of exceptional customer service, exceptional telephone etiquette skills and the ability to support end users face to face and remotely with varying levels of computer skills. A genuine desire and commitment to helping/supporting others.
• Effective listener and exhibits high degree of patience when solving complex business problems.
• Strong commitment to continued learning and development.
• Strategic, and brings a high-performance culture and ethics. Excels in business relationship building.
• Outstanding analytical, critical thinking and troubleshooting skills.

Bayshore is committed to a high quality and safe environment for both our staff and clients/patients. At Bayshore all new hires must have received the full series of a COVID-19 vaccine or combination of COVID-19 vaccines approved by Health Canada (e.g., two doses of a two dose vaccine series or one dose of a single- dose vaccine series); AND have received the final dose of the COVID-19 vaccine at least 14 days prior to the official start date of hire. Medical exemptions or any other kinds of requested exemptions based upon Human Rights Code will be considered on a case-by-case basis.

Bayshore operates in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and applicable Provincial Human Rights Code.

Primary Location

ON-Mississauga