IT Support Specialist

Ready to help lead a dynamic team that is reshaping health care shared services and how they are delivered?

Mohawk Medbuy Corporation (MMC) is a national not for profit shared service organization trusted by Canadian hospitals and other health care providers to deliver exceptional value, innovation, and support in raising the standard of patient care. Working as an extension of our Member organizations, we provide end-to-end supply chain, clinical and back-office services driven by collaboration and operational excellence. Through our clinical expertise and strategic data analysis, we source and deliver insights and solutions that address the challenges faced by health care providers - yielding efficiencies and cost savings that allow them to invest in and focus on improving the patient experience across the continuum of care.

MMC is currently recruiting for a **full-time IT Support Specialist** (Level 1-2 support) to support our IT division. This role will be primarily located out of our corporate office in Burlington, ON.

**Job Summary**:
The IT Support Specialist role is to ensure proper operation of technology and software systems so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of remote diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the workstation.

**Key Responsibilities Include**:

- Build rapport and elicit problem details from service desk customers
- Prioritize incidents and service requests according to defined processes to meet defined SLAs
- Record, track, and document steps to resolve incidents in the service desk tools, including all successful and unsuccessful decisions made and actions taken, through to final resolution
- Use remote tools and diagnostic utilities to aid in troubleshooting
- Act as an escalation point for advanced or difficult help requests
- Research solutions through internal and external knowledgebase as needed
- Learn appropriate software and hardware used and supported by the organization
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
- Perform post-resolution follow-ups with customers and other technicians as required
- Record and track locations and assignments of IT assets in the asset management database
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
- Test fixes to ensure an incident has been adequately resolved
- Provide training to end users for supported software and hardware
- Contribute to Service Desk knowledge base and cross train other team members
- Reinforce SLAs to manage end-user expectations
- Provide suggestions for continual improvement

**Qualifications**:

- Computer University Degree or College Graduate or related certifications with related IT job experience
- 2+ years of experience in a similar role
- Exceptional written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills
- Knowledge of endpoint, server, and network hardware
- Experience with Microsoft desktop and server operating systems
- Application support experience with O365 including Outlook, Excel, PowerPoint, SharePoint, Teams, Power Platform (Automate, BI, Pivot)
- Strong documentation skills
- Fluent English

**Personal Attributes**
- Ability to conduct research into a wide range of computing issues is required
- Ability to absorb and retain information quickly
- Ability to present ideas in user-friendly, business-friendly, and technical language
- Highly self-motivated and directed
- Keen attention to detail
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation
- Experience working in a team-oriented, collaborative environment.

**Travel**
- Travel between Mohawk Medbuy Corporation Hamilton, Burlington, London, and Brantford sites will be required occasionally.

**Competitive Offer**:
Mohawk Medbuy Corporation is a HOOPP employer offering a competitive salary and comprehensive benefits package.

We thank all applicants for their interest; however, only those selected for an interview will be contacted. If contacted for an interview, please inform us should any accommodation be required. Mohawk Medbuy is committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA).

**Posting #: MMC2277**

**Benefits**:

- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care