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IT Support Analyst

7 months ago

Toronto, Canada Swift Medical Full time

**Who We Are**

Swift Medical is the global leader in digital wound care. We are a remote first organization headquartered in Toronto, with team members located across the U.S. and Canada. Our vision is to
**enable clinicians to provide better care to more patients in need **with a mission
**to improve the standard of patient care by transforming personal devices into medical grade technologies**.

We are the trusted wound technology partner of more than 4,000 healthcare facilities in North America across the continuum of care. Our solutions empower healthcare providers to deliver standardized, accessible and equitable wound care for every patient - with advanced, high-precision imaging, compliant documentation, clinical analytics and remote care.

Learn more about our journey and where we are headed.

In addition to the impact we are making in the healthcare industry and in the lives of patients, the best thing about Swift Medical is our exceptional people and our culture. Certified as a Great Place to Work®, what we do is not only inspiring, but we we are also a collaborative team working in an empathetic, energetic, and positive environment.

**Our Values**

Our values guide us on our mission to transform patient care. We embrace them, and strive to embody them in all that we do. They are:

- Patient First_
- Trusted Execution_
- Intentional Urgency_
- Collective Impact_

**We are seeking an IT Support Analyst to join our team
In this role, you will be delivering high-quality technical support to our internal teams, ensuring efficient resolution of all queries, and maintaining a high level of customer satisfaction.

**Who You Are**

You have at least two years of experience providing technical support to end users and possess a deep understanding of Microsoft 365, Windows, and Mac environments.

**How You Will Make An Impact**:

- Troubleshooting Windows and Mac desktop issues.
- Respond to support tickets in a timely manner, ensuring each ticket is prioritized according to severity and impact, and escalated as required.
- Onboard new employees by creating user accounts, configuring necessary hardware and software, and providing them with the necessary access permissions and credentials.
- Maintain a record of issues and resolutions in the company's knowledge base.
- Assist in the testing and implementation of new software and updates to ensure compatibility and mínimal disruption to users.
- Follow security protocols to safeguard company's and customer's data, report any potential security breaches.
- Work closely with other IT staff, developers, and vendors to resolve more complex IT issues.

**What You Bring To The Table**:

- At least two years experience in a similar technical role
- At least one of the following Microsoft Certifications**:a)** Microsoft 365 Certified: Modern Desktop Administrator Associate; **b)** Microsoft 365 Certified: Teams Support Engineer Associate; **c)** Microsoft 365 Certified: Enterprise Administrator Expert; or **d)** Microsoft Certified: Azure Administrator Associate
- Proficiency in troubleshooting and resolving issues in Windows and Mac OS
- Exceptional customer service skills, including the ability to communicate complex technical issues to non-technical users
- Excellent written and verbal communication skills
- Problem-solving skills, and the ability to troubleshoot and resolve issues efficiently
- Ability work collaboratively in a team, and handle multiple tasks simultaneously

**It's Great If You Have...**:

- Additional certifications in desktop support, such as **a) **CompTIA A+ (for general desktop support); **b)** Apple Certified Support Professional (ACSP) or **c) **Apple Certified Associate - Mac Integration Basics (for Mac support)
- Additional certifications such as**:a)** Microsoft 365 Certified: Security Administrator Associate; **b)** Microsoft 365 Certified: Messaging Administrator Associate; **c)** CompTIA Network+ (for advanced network troubleshooting); **d)** CompTIA Security+ (for enhanced IT security skills)
- Good understanding of networking concepts and protocols

**Why Choose Swift**
- Unlimited Vacation Program_
- 100% Paid Health, Vision, and Dental Benefits_
- Mental Health and Wellbeing Program_
- Continuous Growth Budget_
- Employee Stock Option Plan_
- Company Laptop & Work From Home Budget_
- Parental Leave Top Up Program_
- Mentoring and Development Opportunities_
- Remote-First Work (in Canada and the US)_
- The opportunity to transform patient care and be part of a world-class team_
- We celebrate diversity, and are dedicated to identifying and eliminating any barriers that may exist within our own hiring process, programs, and practices. Should you require accommodation throughout any stage of the interview process, please specify your requirements to _
- Please note: We are a remote team, and as such, all interviews will be conducted using Zoom._
- _
- We thank and appreciate all applicants for their interest. Only those sele