Technical Support Analyst - Thunder Bay, Part Time

Role Summary

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 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.

This role will be on site Part Time (2-3) days a week with the potential of Full-Time hours as the business expands.

Duties And Responsibilities

• Responsible for the ongoing operation, administration, and support of computer systems, desktop software, and enterprise applications across your assigned regional branches.
• 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.
• 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.
• Identify technical issues with accounts and reports to Manager for resolution.
• Ensure Service Level Agreements (SLAs) are being met by investigating and monitoring incidents and requests to completion via the ticketing tool (Service Now).
• 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.
• Maintains awareness of evolving technical and branch business capabilities and needs.
• Work with PD&UX and ADs to plan implementation and integration of new technology into Standard Operating Procedures (SOPs) across their branches.
• Act as the main point of contact for all escalations of IT issues across the regional branches and resolve in a timely manner.
• 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.
• 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.
• Participate in ongoing internal and/or external continuing education activities
• Adhere to Bayshore Policies and Procedures.
• Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns.
• Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.
• Additional duties as assigned by Manager, IT Branch experience in partnership with Area Directors.
  

Education

• 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.
• Microsoft technical certifications preferred (A+, Network+, MCSA, MCSE etc.)
• ITIL v3/v4 Foundation certificate preferred.

Experience

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

Other Skills And Abilities

• 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.
• Exceptional verbal and written communication skills.
• Exceptional interpersonal skills and ability to work independently and as part of a team
• Exceptional organizational and administrative skills with a commitment to meeting timelines and client expectations.
• Outstanding analytical, critical thinking and troubleshooting skills.
• Strong commitment to continued learning and development.
• Strategic, and brings a high-performance culture and ethics. Excels in business relationship building.
• Effective listener and exhibits high degree of patience when solving complex business problems.