Technical Support Analyst 2

Join to apply for the Technical Support Analyst 2 role at The Ottawa Hospital About The Ottawa Hospital Reshaping the future of Healthcare The Ottawa Hospital (TOH) is one of Canada's largest learning and research multi‑campus hospitals. With more than 1,400 beds and approximately 17,000 staff, physicians, residents and volunteers, we deliver specialized care to Eastern Ontario, Western Quebec and Eastern Nunavut regions. We serve our community and belong to it, driving a plan to reshape healthcare with compassion, innovation and research. Position Information The Technical Support Analyst 2 is accountable for delivering efficient and timely technical support to employees across various hardware and software systems. This role involves engaging with users to diagnose and resolve issues, including troubleshooting, fault rectification and proper escalation of complex problems. The analyst ensures prompt resolution of user incidents, requests and problems and assists in evaluating hardware/software and recommending enhancements or upgrades to the IT infrastructure. The role also contributes to IT project work, following defined timelines, milestones and deliverables, and provides clear status updates to stakeholders throughout the project lifecycle. Rotation/Shifts Days, 8‑hour shifts. Basic Requirements Three (3) year Community College Diploma in a related field; One (1) year experience in ITSM platforms (e.g., ServiceNow) for ticketing and change management; Experience with Microsoft Windows Server and Active Directory environments; Strong analytical and diagnostic skills to resolve technical issues efficiently; Excellent interpersonal and communication skills to support hospital staff; Ability to prioritize tasks in a high‑demand environment and manage multiple concurrent issues; Team player with demonstrated commitment to service excellence; Strong understanding of Service Desk and Desktop best practices; Ability to identify, isolate and communicate problems to all levels of internal and external service partners; Experience working with different operating systems including Windows, iOS and Mac OS; Knowledge of current software and networking technologies; Organizational, time‑management, group‑leader skills and the ability to work independently; Experience in computer hardware support services technology and network communications; Eligible to work in Canada. Preferred Qualifications Two (2) years experience working in healthcare environments; Experience working with Aruba network switches and wireless infrastructure; Knowledgeable using ServiceNow or other ITSM tools; Good understanding of modern endpoint management best practices and related tools; Coordinate with vendors to resolve technical problems with desktop computing equipment and software; Understanding of IT security best practices; Knowledge of Microsoft Intune and Microsoft Endpoint Manager, or other MDM platforms; Experience working with Microsoft Autopilot AAD managed devices; Experience working with Cloud Identity and Azure Active Directory. What You Can Expect From Us The Ottawa Hospital is committed to providing a healthy, safe and inclusive work environment for everyone. We are driven by our purpose to provide each patient with world‑class care, exceptional service and compassion. We offer an attractive and equitable compensation package that includes a comprehensive benefits package, a Defined Benefit Pension (DBP) plan and insurance protection. You will also have access to health and wellness resources and opportunities for personal and professional development through our in-house Learning and Leadership Development team. Apply If you are passionate about what you do, motivated by improving the health of the community, excited by leading‑edge medical technology, and as committed to excellence, quality and patient safety as we are, we would like to hear from you. Please submit an online application for the position you are interested in. We thank all those who apply but only those selected for further consideration will be contacted. The Ottawa Hospital is an equal opportunity employer and is committed to providing an inclusive work environment. Candidates are encouraged to request accommodations throughout all stages of the recruitment process. These accommodation requests will be kept confidential. To request an accommodation or if you have any questions regarding accessibility, please contact HRSupport@toh.ca. Seniority level Entry level Employment type Full‑time Job function Information Technology Industries Hospitals and Health Care #J-18808-Ljbffr