IT Support Analyst

5 months ago

Mississauga, Canada Diploma Healthcare Group Full time

The Company is part of the Diploma Healthcare Group (DHG) which is a group of specialized medical device distribution companies operating in Canada, Australia, New Zealand and Ireland. DHG is owned by Diploma PLC, a public company traded on the London Stock Exchange with a market cap in excess of £1.1B.

**Somagen Diagnostics Inc.** was founded +30 years ago in Edmonton and has grown steadily to become Canada’s largest independent provider of medical diagnostic technology to laboratories, hospitals and clinics. Somagen is the exclusive Canadian distributor for many of the world’s most respected diagnostic product suppliers such as Polymedco, Phadia, and Sakura. We pride ourselves on being a highly technical sales organization providing leading support solutions to our clinical customers. Our proven business model has consistently achieved sustained growth even through challenging economic times.

**Vantage Endoscopy and AMT Surgical** are leading sales focused distribution organizations specializing in high tech niche diagnostic and therapeutic medical products focused on Endoscopy/GI Suite, GI Clinics and Hospital Operating Rooms across Canada.

Representing suppliers of innovative diagnostic and therapeutic products devices from around the world, we are a leader in medical product and device distribution in Canada.

The Position

As an **IT Support Analyst**, you will play a crucial role in ensuring the smooth operation of the organization's information technology systems. Through the monitoring of the IT Helpdesk, your primary responsibility will be to provide Tier I technical assistance and support to internal users, addressing hardware and software issues, troubleshooting problems, and maintaining overall system functionality. The role requires a combination of technical expertise, customer service skills, and the ability to work collaboratively with other high performing IT professionals.

In this role, a great deal of your time is spent monitoring the IT Helpdesk and addressing issues in order of priority. You will also assist in the handling of day-to-day operations of the department, supporting the IT Director, working on firmware upgrades for printers and hardware, performing hotfixes for tertiary programs, or troubleshooting network issues.

What you’ll do:
This role is responsible for a variety of functions that include, but are not limited to:
1. End User Support:

- Triage incoming tickets to the appropriate support Tier (I, II, III) and load balance against all available IT Support Analysts.
- Diagnose and resolve hardware, software, and network issues for desktops, laptops, printers, audio/video equipment, and other peripherals.
- Install, configure, and administer desktop hardware and software systems which provide appropriate network functionality and security for employees to ensure optimal performance.
- Perform Adds/Moves/Changes in applicable ERP, CRM, Active Directory/Entra, Mobile, and land line systems.
- Provides solutions to End Users by identifying issues, researching answers, and guiding through corrective procedures.

2. Troubleshooting:

- Identify and troubleshoot technical problems using diagnostic tools and remote support technologies.
- Collaborate with other IT professionals to resolve complex issues and escalate problems as needed.

3. System Maintenance:

- Perform routine maintenance tasks such as system updates, patches, and Tier I data restores.
- Monitor system performance and ensure the security and integrity of data.
- Microsoft 365 - administer Office licensing, security group creation and user delegation.
- Active Directory - administer user creation, security group creation and delegation, user updates, and general maintenance.
- SharePoint - administer site creation and layout, security and access, general maintenance, and inquiries.
- Exchange Online - administer shared mailbox creation and user delegation, mailbox forwarding, and mobile quarantine releasing.

4. Documentation:

- Create and maintain documentation for IT procedures, system configurations, and user guides.
- Maintain accurate records of equipment allocation and reports on inventories of IT equipment, mobile phones, and software assets.
- Leverage the IT Planner tool to document and manage tasks, projects, and other collaborative initiatives.

5. User Training:

- Provide guidance on best practices for computer usage and data security.

6. Collaboration:

- Work closely with other IT team members to address complex issues and contribute to ongoing projects as assigned by the IT Director.
- Collaborate with vendors to resolve hardware and software issues.
- Acts as back-up for assigned team members during absences and leaves.
- Work with Operations Management to facilitate security FOB assignments and programming.

7. Procurement:

- Order and maintain inventories of IT equipment (e.g., laptops, docking stations, monitors, peripherals) with approved Company vendors as required.

8. Securi

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