IT Help Desk Specialist

3 weeks ago

Ottawa, Ontario, Canada OMS Royal Drugs Full time

Job Title: IT Help Desk Specialist

Job Summary:

Ontario Medical Supply (OMS) and Royal Drugs are seeking a highly skilled IT Help Desk Specialist to join their team. As a key member of the IT department, you will provide technical support and assistance to end-users, ensuring seamless operation of hardware, software, and network systems.

Key Responsibilities:

  • Provide Tier 1 and Tier 2 technical support to end-users, troubleshooting hardware, software, and connectivity issues.
  • Install, modify, and troubleshoot hardware and software, contacting vendors for repairs as needed.
  • Process incoming support tickets through the ticketing application, assigning tickets to the correct queues and categorizing them as incidents, change requests, or service requests.
  • Plan, prioritize, and resolve technical issues either remotely, in person, over the phone, or by email.
  • Work with escalation teams and end-users to ensure issues are resolved, escalating when necessary.
  • Maintain IT company asset information and provide ongoing support for IT equipment used by internal and external customers.

Requirements:

  • Minimum of 3 years of experience in IT support and networking roles.
  • Microsoft certification would be an asset.
  • Networking certifications from industry providers - Cisco, Aruba, HP, Fortinet, etc. would be an asset.
  • Windows Desktop and Server environment support is an asset.

Skills:

  • Proven experience in helpdesk support: expertise in troubleshooting hardware, software, and networking.
  • Client-facing IT support: strong communication skills, both verbal and written, to provide clear and positive support to users and peers.
  • Technical proficiency: hands-on experience with a variety of devices such as desktops, laptops, tablets, phones, and printers.
  • Problem-solving and analytical skills: the ability to troubleshoot and solve issues efficiently, combined with attention to detail.
  • Task prioritization: being able to prioritize tasks with minimal supervision for the smooth operation and timely handling of urgent support tickets.
  • Advanced network infrastructure management: strong experience in configuring, deploying, and managing modern network infrastructures, including LAN, WAN, SD-WAN, VPNs, VLANs. This includes setting up and maintaining network equipment such as routers, switches, firewalls, load balancers, and wireless networks.
  • Network security expertise: deep understanding of network security protocols and best practices, including configuring firewalls (e.g., SonicWall, Fortinet, Palo Alto, Cisco ASA), managing intrusion detection/prevention systems (IDS/IPS), and implementing encryption, multi-factor authentication, and VPNs. Staying up to date with the latest security threats and maintaining compliance with cybersecurity standards (e.g., NIST, ISO, GDPR).
  • Troubleshooting and incident response: strong problem-solving skills with the ability to rapidly diagnose and resolve network issues, including connectivity failures, performance degradation, and security breaches. Experience with root cause analysis and developing robust solutions to prevent recurring issues.

Assets:

  • Automation and documentation: experience with network automation tools and scripting (e.g., Ansible, Python, PowerShell) to streamline network tasks, deployments, and updates. Additionally, maintaining thorough technical documentation for configurations, network topologies, and incident reports is essential for effective knowledge sharing and operational continuity.
  • Network monitoring and optimization: proficiency in using network monitoring tools (e.g., SolarWinds, Nagios, Zabbix) to track performance, identify bottlenecks, and ensure high availability. Expertise in network traffic analysis and the ability to optimize network performance by implementing QoS and load balancing strategies.

Company Overview:

Ontario Medical Supply (OMS) and Royal Drugs are a leading distributor of medical equipment, supplies, and services for healthcare organizations and home healthcare clients across Ontario. We specialize in long-term care, assisted living, retirement, and home health care. Our partnership with Royal Drugs enables us to provide specialty pharmacy, infusion therapy, and retail pharmacy services, supporting optimal health outcomes and better quality of life.

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