Client Support Analyst Iii

4 weeks ago

Ottawa, Canada Canadian Blood Services Full time

**Job category**: Information technology
**Job posting ID**: 5275

**Employment status**:Regular full-time
**Position's anticipated start date**: 2024-01-15

**Classification**:PTS/MGT/IT B
**Salary/Rate of pay**:$61,500 - $71,000

**Application deadline**: 2023-12-03

**Together, we can make all the difference in the lives of others.**

Be part of a dynamic, collaborative and caring organization committed to saving and improving lives. Thousands of patients depend on us every day for reliable access to safe blood, plasma, stem cells and organs and tissues.

If you are looking for a rewarding experience with a values and mission-driven team, join Canada’s Lifeline and make a meaningful difference.
- We acknowledge that the work of Canadian Blood Services spans many Territories and Treaty areas across the country, and we are grateful for the Traditional Knowledge Keepers and Elders who have guided us in this important work. We recognize the land and waters that have inspired our work and offer gratitude to those Indigenous peoples on whose territory we work, live and play._

**About the role**
Canadian Blood Services is looking for a** Regular full-time Client Support Analyst III **join our dynamic **IT Infrastructure, Operations and Delivery** team.

The **IT Infrastructure Operations & Delivery** team is responsible for managing and maintaining Canadian Blood Services’ IT infrastructure to ensure the smooth and efficient operation of its technology systems.

In this role, you'll specialize in providing IT support, ensuring exceptional service for customers by addressing their technical issues with sincerity and a commitment to exceptional assistance. As part of the Service Desk team, your role will directly report to the Team Lead, contributing significantly to Canadian Blood Services' mission by leveraging your expertise to support our operational goals.

**Formula for success**
- Leveraging your SharePoint administration skills, you will ensure the operational health of the SharePoint online environment, focusing on security, availability, performance, and reliability. You will provide administration, support, and configuration for MS Office O365 used by staff.
- Utilizing your Office 365 administration expertise, you will ensure the functionality of OneDrive, including the restoration of lost or deleted files and you will manage access to other users' OneDrive accounts when an employee departs from the organization.
- Drawing on your Exchange administration proficiency, you will create, modify, and delete user and resource mailboxes as required. You will execute procedures to recover deleted items within a user's mailbox.
- Utilizing your expertise in Print and File Share Management, including Print Logic, Zebra printers, DNS, and DHCP Administration, you will conduct deployment activities within the print logic environment. You will also modify Active Directory settings as necessary to maintain an updated printing environment.
- Leveraging your skills in ITSM Support (Avanti ITSM), you will analyze and troubleshoot ITSM incidents effectively. You will assist in fulfilling ITSM Service Requests as required.
- Capitalizing on your coordination and critical thinking skills, you will coordinate both planned and unplanned critical IT outages that impact business operations and you will assess and provide guidance on outage sequences and durations.

**Desired education and skills**
- Minimum three years of related experience with some experience in a senior technical support role, including Service Desk, troubleshooting software, and printing access.
- M365 Fundamentals certification and A+ Certification is desirable.
- Strong customer service skills and communication skills in English are essential.
- Solid knowledge of Windows, Servers, Microsoft Office, Office 365 Azure and general network and Internet principles is mandatory.
- Ability and desire to learn new IT skills and ability to set own work priorities is essential and work with mínimal supervision.

**What we offer you**
- 4 weeks' vacation.
- Annual performance award up to 5%.
- Comprehensive group health, dental and vision benefits for you and your family.
- Defined benefit pension plan.
- Employee discounts, wellness program, professional resources.

**What you can expect**
- This role will work in a hybrid environment with requirements to be onsite at a Canadian Blood Services location 40% of the time/2 days of the week.
- You will work Monday to Friday, 37.5 hours per week, 7.5 hours per day.

Diversity and inclusion play a vital role in ensuring health equity for patients across Canada. We are committed to reflecting Canada’s population in our organization and fostering an environment where all employees can be their authentic selves, with equal opportunities to succeed and contribute.We thank all applicants for their interest. However, only those considered for an interview or those invited to participate in an assessment will be cont

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