Technical Support Analyst

2 weeks ago

Richmond Hill, Ontario, Canada Mackenzie Health Full time

Job Summary

Mackenzie Health is seeking a highly skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be the first point of contact for end-user support across the organization, providing technical assistance and resolving issues related to software, hardware, and mobile services.

Key Responsibilities

  • Provide timely and effective support to end-users, addressing IT issues and troubleshooting technical problems via phone, incoming tickets, and email.
  • Receive, prioritize, and resolve support tickets within established service level agreements (SLAs).
  • Document all interactions and resolutions in ServiceNow ticketing system for future reference and continuous improvement.
  • Escalate unresolved or complex issues to other relevant IT teams.
  • Collaborate with team members to find effective solutions to escalated problems.
  • Perform account administration tasks, including user account creation, modification, and deactivation.
  • Handle access permission changes and ensure compliance with security policies.

Requirements

  • College diploma in Information Technology or equivalent combination of education and experience, required.
  • Minimum 1 to 2 years experience of working in a fast-paced 24/7 Service Desk team is required preferably in a Health Care environment.
  • Minimum 1 to 2 years experience with Microsoft Windows 10 configuration, support, and troubleshooting.
  • Minimum 1 to 2 years experience with setting up and troubleshooting Office 365, Outlook, Teams, OneDrive, SharePoint issues for end users.
  • Minimum 1 to 2 years experience with Citrix/VMWare end user support.
  • Minimum 1 to 2 years experience with Active Directory and Azure account management.
  • Minimum 1 to 2 years experience with troubleshooting issues related to Android and Apple mobile devices.
  • Intermediate experience with Service Now or comparable Information Technology Service Management (ITSM) ticketing systems.
  • Good understanding of various computer networking technologies.
  • Have valid Ontario Driver's License and access to a vehicle, as travel to any MH site may be required.
  • Must be able to help facilitate computer placements, equipment movement, and complete all computer installations and associated tasks on an individual basis.

Preferred Qualifications

  • ITIL v4, A+ and any other entry level IT certifications are highly desirable and will be considered an asset.

What We Offer

  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive compensation package.

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