Technical Support Analyst- Ottawa

7 months ago

Ottawa, Canada Bayshore HealthCare Full time

The Technical Support Analyst is responsible for providing technical and operational leadership and is part of the ICS Support Analysts team. This role acts as the single point of contact for all first and second level escalations of ICS technology issues and support. This role will be reporting into the Area Director with a dotted line to the Sr. Manger of Support Services and the Manager, IT Branch Support and Experience.

You will have the opportunity to solve complex incident escalations and be involved with a variety of projects and tasks that contribute directly to your regional branches’ growth. This role will onsite, based at our Ottawa location, with travel as needed to the Kingston area.

Duties And Responsibilities
- Responsible for the day-to-day patient, staff and stakeholder technical support within the building and not limited to televisions, phones, call bells and other unit devices.
- Manage the lifecycle of IT equipment (laptops, phones, desktops, peripherals, printers, servers etc.) from procurement to disposal in compliance with Bayshore’s IT asset management processes.
- Follow documentation for technical procedures, policies and standard processes related to IT Operations.
- Configure, test, distribute, maintain, and troubleshoot desktop/laptop equipment, smartphones, tablets, printers, software, and peripherals.
- Identify technical issues with accounts and reports to Manager for resolution.
- Ensure Service Level Agreements (SLAs) are being met by investigating and monitoring incidents and requests to completion via the ticketing tool (Service Now).
- Assess system configuration needs based on technical trends and user feedback and report to manager for review. Recommends laptop & smartphone image enhancements to simplify and enhance field staff experience.
- Maintains awareness of evolving technical and business capabilities and needs.
- Work with PD&UX and ADs to plan implementation and integration of new technologies.
- Act as the main point of contact for all escalations of IT issues across the ICS and resolve in a timely manner.
- Provide exceptional care to all employees, ensuring that the highest level of customer satisfaction is achieved.
- Build strong relationships with Area Directors and ICS employees to ensure IT processes and capabilities are well integrated and remain agile with branches’ growth plans.
- Adheres to defined Bayshore IT Service Management processes - change, incident, knowledge, problem, request, and service level management.
- Participate in ongoing internal and/or external continuing education activities.
- Adhere to Bayshore Policies and Procedures.
- Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns.
- Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.
- Additional duties as assigned by Sr Manager Support service in partnership with Manager, IT Branch Experience

Job Qualification

Education
- Completion of a college diploma/degree in Information Technology/Computer Science or a related field - or a combination of education, training and experience deemed equivalent.
- Microsoft technical certifications preferred (A+, Network+, MCSA, MCSE etc.)
- ITIL v3/v4 Foundation certificate preferred.

Experience
- Minimum 2-3 years experience with IT Infrastructure and Desktop Support Services.
- Active Directory Knowledge, structure, and management of user accounts throughout employee’s lifecycle.
- Knowledge and experience working with Citrix to assist and support Citrix users.
- Experience with ticket management tools such as Remedy, Service Now etc.
- Technical knowledge and ability to support all end user hardware and software such as printing devices, mobile hardware (iPhones, Android etc.) and laptop/desktop hardware.
- Office 365 knowledge and administration.
- Understanding of VoIP, analog phone lines, end user security malware and anti-virus solutions.
- Demonstrated understanding of operating systems, network technologies, firewalls, and routers.

Other Skills and Abilities
- Possess a passion/ great enthusiasm for the delivery of exceptional customer service, exceptional telephone etiquette skills and the ability to support end users face to face and remotely with varying levels of computer skills. A genuine desire and commitment to helping/supporting others.
- Exceptional verbal and written communication skills.
- Exceptional interpersonal skills and ability to work independently and as part of a team.
- Exceptional organizational and administrative skills with a commitment to meeting timelines and client expectations.
- Outstanding analytical, critical thinking and troubleshooting skills.
- Self motivated individual with a strong attention to detail.
- Strong commitment to continued learning and development.
- Strategic, and brings a high-performance c

  • Technical Support Analyst 1

    6 months ago

    Ottawa, Canada The Ottawa Hospital Full time

    **About The Ottawa Hospital**: - Inspired by research and driven by compassion!- The 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...

  • Technical Support Analyst 1

    6 months ago

    Ottawa, Canada The Ottawa Hospital Full time

    **About The Ottawa Hospital**: - Inspired by research and driven by compassion!The 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...

  • Technical Support Analyst 1

    6 months ago

    Ottawa, Canada The Ottawa Hospital Full time

    **About The Ottawa Hospital**: - Inspired by research and driven by compassion!- The 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...

  • Personal Support Worker

    4 months ago

    Ottawa, Canada Ottawa West Community Support Full time

    **Do you have a passion for helping people?** **Are you committed in to enhancing the lives of seniors in your community?** **We would love to hear from YOU!** Ottawa West Community Support is a community support agency that provides services to seniors living in their own homes in **Ottawa West area. **We are currently seeking qualified staff to visit...

  • Technical Support Analyst 1

    6 months ago

    Ottawa, Canada The Ottawa Hospital Full time

    **About The Ottawa Hospital**: - Inspired by research and driven by compassion!- The 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...

  • Technical Support Analyst 1

    6 months ago

    Ottawa, Canada The Ottawa Hospital Full time

    **About The Ottawa Hospital**: - Inspired by research and driven by compassion!- The 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...

  • Personal Support Worker for Homecare

    6 months ago

    Ottawa, Canada Ottawa West Community Support Full time

    **Do you have a passion for helping people?** **Are you committed in to enhancing the lives of seniors in your community?** **We would love to hear from YOU!** Ottawa West Community Support is a community support agency that provides services to seniors living in their own homes in **Ottawa West area. **We are currently seeking qualified staff to visit...

  • Senior Finance System Analyst, University of Ottawa

    4 weeks ago

    Ottawa, Ontario, Canada University of Ottawa Full time

    Company Overview:The University of Ottawa is a vibrant and diverse institution that seeks to attract exceptional talent to support its mission. As a Senior Finance System Analyst, you will play a critical role in shaping the financial management systems that underpin our operations.Salary:The estimated salary range for this position is $87,272 - $110,239 per...

  • Business Analyst

    6 months ago

    Ottawa, Canada Ottawa Community Housing Full time

    **Who we are**: Ottawa Community Housing Corporation (OCHC) is the largest community housing provider in Ottawa and the second largest in Ontario. We are a non-profit organization providing social and affordable housing to more than 32,000 tenants within various communities. We aim to be a leader at providing safe and affordable homes to tenants in our...

  • Technical Support Analyst

    6 months ago

    Ottawa, Canada BGIS Full time

    **Who We Are** **We are looking to have a bilingual (French/English) **Technical Support Analyst join our team! This position will involve working on-site at our Ottawa office location.** **SUMMARY** The Technical Support Analyst is responsible for providing technical assistance and support to end users, ensuring prompt resolution of a wide range of...

  • Dmi Systems Support Analyst

    7 months ago

    Ottawa, Canada The Ottawa Hospital Full time

    **About The Ottawa Hospital**: - Inspired by research and driven by compassion!- The 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...

  • Junior Financial Analyst

    6 months ago

    Ottawa, Canada The Ottawa Hospital Full time

    **About The Ottawa Hospital**: - Inspired by research and driven by compassion!The 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...

  • Systems Analyst Student

    6 months ago

    Ottawa, Canada Ottawa Community Housing Full time

    **Who we are**: Ottawa Community Housing Corporation (OCHC) is the largest community housing provider in Ottawa and the second largest in Ontario. We are a non-profit organization providing social and affordable housing to more than 32,000 tenants within various communities. We aim to be a leader at providing safe and affordable homes to tenants in our...

  • Support Team Analyst

    7 months ago

    Ottawa, Canada The Ottawa Hospital Full time

    **About The Ottawa Hospital**: - Inspired by research and driven by compassion!The 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...

  • Behaviour Analyst

    3 months ago

    Ottawa, Canada Ottawa Catholic School Board Full time

    Special Education and Student Services Department COMP # 3835655 Non-Affiliated Under the direction of the Applied Behaviour Analytic (ABA) Lead, the Behaviour Analyst will act as a member of the Special Education and Student Services department to provide ABA support and services to school teams and students. This includes conducting Functional Behaviour...

  • Analyst, Radiation Safety

    7 months ago

    Ottawa, Canada The Ottawa Hospital Full time

    **About The Ottawa Hospital**: - Inspired by research and driven by compassion!The 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...

  • Business Analyst

    6 months ago

    Ottawa, Canada RealDecoy Full time

    **Summary** As a Business Analyst (for technical and software solutions supporting strategic decision making), you will be responsible for gathering, analyzing, and documenting business requirements and translating them into technical solutions. You will work closely with client stakeholders, consultants, and software developers to ensure that the developed...

  • Business Analyst

    7 months ago

    Ottawa, Canada RealDecoy Full time

    **Summary** As a Business Analyst (for technical and software solutions supporting strategic decision making), you will be responsible for gathering, analyzing, and documenting business requirements and translating them into technical solutions. You will work closely with client stakeholders, consultants, and software developers to ensure that the developed...

  • Business Analyst

    7 months ago

    Ottawa, Canada RealDecoy Full time

    Salary: **Summary** As a Business Analyst (for technical and software solutions supporting strategic decision making), you will be responsible for gathering, analyzing, and documenting business requirements and translating them into technical solutions. You will work closely with client stakeholders, consultants, and software developers to ensure that the...

  • Vault Maintenance Technical Specialist

    6 months ago

    Ottawa, Canada Hydro Ottawa Full time

    Without you, we’d be in the dark. You enjoy working outside with your hands, on a team that collaborates to get things done. You love the changing and challenging problem-solving work of a Vault Maintenance Technical Specialist. Through your education and recent experience, you’ve developed the insight to see how a job will unfold and the best way to...