IT Service Desk Analyst

**ABOUT OUR CLINIC**

Alzheimer's disease (AD) is the most common type of dementia, making up approximately 70% of all cases. Those over the age of 65 are at a higher risk to develop AD. It diminishes cognitive, verbal, and physical abilities by destroying brain cells. This in turn affects our ability to think, to learn new things, and to remember. Many scientific experts are working to ameliorate our understanding of this devastating disease, thus searching to find more effective treatments.

Our clinics partner with pharmaceutical companies to conduct Phase II and III clinical trials for Alzheimer's Disease. Our unique contribution will revolutionize the fight against the disease. We provide care to patients, generate knowledge for the scientific community, continue to improve support, and access to clinical research.

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Working under general direction of the IT Services Lead, the IT Service Desk Analyst is responsible for troubleshooting, diagnosing, and resolving IT issues, fulfilling service requests, and assisting the organization’s employees with information technology in a timely and respectful manner. Reporting to the IT Services Lead, the IT Service Desk Analyst will also assist in the implementation and improvement of IT Service Desk processes as we insource and mature our IT service delivery.

**DUTIES AND RESPONSIBILITIES**
- **_User Support: _**_act as first-line IT contact for our end-users, supporting employees through troubleshooting and resolving software, hardware, and/or network issues._
- **_ITSM Systems: _**_create, improve, and maintain technical documentation and tickets_
- **_IT Projects: _**_Assists with the rollout of IT service improvement projects in cloud infrastructure, networking, desktop hardware, and security_
- _Performs work in accordance with the provisions of the Occupational Health and Safety Act and Regulations and all company policies and procedures_
- _Performs other related duties as assigned._

**SKILLS, QUALIFICATIONS AND EXPERIENCE**
- 3-5 years in IT support/service desk roles.
- Proficient in both English and French (written and oral).
- Bachelor's degree/diploma/advanced courses in computer science or a related discipline, OR a combination of relevant work experience and certifications.
- Certification areas: Microsoft (AZ-, MS-, and SC-), networking (especially Fortinet), IT security, ITIL Foundations, AWS
- In-depth knowledge of using and supporting Windows operating systems and Microsoft cloud solutions.
- Strong technical documentation skills.
- Excellent customer service and communication skills.
- A strong sense of organization, problem-solving, and ability to work independently.

**CORE COMPETENCIES**
- Accountable - Is accountable for their actions.
- Adaptability - Can adapt to change, is flexible and can work in a fast-paced environment.
- Commitment to Excellence - Proven commitment to quality and excellence.
- Compassion - Shows compassion and patience towards others.
- Communication - Excellent communication skills in French and English.
- Decision Making - Has good judgement and decision-making skills.
- Innovation - Is innovative and looks for ways to improve.
- Integrity - Has Integrity, is ethical and professional.
- Teamwork - Positively interacts with others and promotes teamwork.
- Patient Focused - Has the patient needs in mind and is committed to the industry.**AU SUJET DE LA CLINIQUE**

La maladie d'Alzheimer (MA) est le type de démence le plus courant, représentant environ 70 % de tous les cas. Les personnes âgées de plus de 65 ans courent un risque plus élevé de développer la MA. Elle diminue les capacités cognitives, verbales et physiques en détruisant les cellules du cerveau. Cela affecte à son tour notre capacité à penser, à apprendre de nouvelles choses et à nous souvenir. De nombreux experts scientifiques s'efforcent d'améliorer notre compréhension de cette maladie dévastatrice et cherchent ainsi à trouver des traitements plus efficaces.

Nos cliniques s'associent à des sociétés pharmaceutiques pour mener des essais cliniques de phase II et III sur la maladie d'Alzheimer. Notre contribution unique va révolutionner la lutte contre la maladie. Nous fournissons des soins aux patients, générons des connaissances pour la communauté scientifique, continuons à améliorer le soutien et l'accès à la recherche clinique.

**SOMMAIRE DU POSTE**

Travaillant sous la direction générale du IT services Lead, le Analyste TI est responsable du dépistage, diagnostique et de la résolution de problèmes en IT. Il/Elle s’occupe également de la gestion des identités et accès des usagers, et offre du soutien aux employés de l’Organisation avec l’IT de façon respectueuse et dans un délai raisonnable. Le technicien support en IT est aussi responsable d’assister le Spécialiste en IT avec l’entretient et le développement de l’infrastructure informatique de l’Organisation.

**TÂCHES ET RESPONSABILIT