Technical Support Analyst 1

6 months ago

Ottawa, Canada The Ottawa Hospital Full time

**About The Ottawa Hospital**:

- Inspired by research and driven by compassionThe Ottawa Hospital (TOH) is one of Canada’s largest learning and research multi-campus hospitals. With more than 1,100 beds and approximately 12,000 staff members, we deliver specialized care to the Eastern Ontario region.From the compassion of our people to the relentless pursuit of new discoveries, The Ottawa Hospital never stops seeking solutions to the most complex health-care challenges while continually engaging with the community to support our vision for better patient care.Working together with its research institute, the University of Ottawa, and other partners, the hospital is continually gaining national and international recognition for high-quality patient care, teaching and research, while striving to meet the needs of the culturally diverse community we serve.**Position Information**:
Technical Support Analyst I is accountable for delivering efficient and timely first tier 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.

Additionally, the position ensures prompt resolution of user incidents, requests, and problems, while also assisting in evaluating hardware/software and recommending enhancements or upgrades to the IT infrastructure.

**Rotation/Shifts**:
Days, 8 hour shifts.

**What you will do**:

- Grant access to the end-users for connectivity while respecting the principle of least privilege;
- Monitor security alerts of potential malicious activity detected by security systems such as: Intrusion Detection & Prevention Systems, Log Monitoring and SIEM;
- Determine and classify the severity of alerts and assess potential impacts;
- Report and investigate potential security incidents;
- Troubleshoot problems and explain IT related concepts clearly to non-technical clients;
- Participate in the creation and ongoing maintenance of a knowledge base on technical issues.The

**What you will bring**:

- College diploma or equivalent experience in a related field;
- Minimum of three (3) years experience in a computer technical environment;
- Excellent customer service skills including patience and diplomacy;
- Proven Ability/understanding in IAM (Identity and access management) and concepts;
- Strong analytical and problem-solving skills;
- Strong interpersonal skills;
- Excellent organizational and time management skills;
- Ability to work independently with mínimal or no supervision;
- Eligible to work in Canada.

**You will stand out with**:

- PowerShell scripting capabilities;
- Experience with ServiceNow, Office 365, EPIC.

**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 the world-class care, exceptional service and compassion we would want for our loved ones.We offer an attractive and equitable compensation package including a comprehensive benefits package, a Defined Benefit Pension (DBP) plan, and insurance protection. We also offer discounts from choice providers on a variety of products and services.The Ottawa Hospital provides various Health and Wellness resources as well as opportunities for personal and professional development opportunities from our in-house Learning and Leadership Development team to help align your goals with your career objectives.The Ottawa Hospital is an equal opportunity employer. Upon request, accommodations due to a disability are available throughout the recruitment process.

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