IT Support Coordinator

EHN Canada is the country’s largest provider of mental health and addiction services, with inpatient operations in most provinces and an in-person and virtual outpatient program. It has tripled in size over the past four years as it adds new locations and programs. It now helps over 2000 patients and their families each year and works with governments and employers across Canada.

EHN Canada is a company with a purpose. It believes that every Canadian has the right to mental health and addiction services that are accessible (i.e. little/no wait times); affordable (i.e. paid for by your government or employer) and excellent (i.e. using outcomes measurement and evidenced based practices). If it does not do this, nobody else will.

**Job Function and Duties**:

- Coordinate IT Support across the country with contractors, vendors, and co-workers
- Analyze and resolve complex performance problems and outages to software products and systems support, escalating to and working with vendors as required.
- Identify function and provide 2nd & 3rd level support with additional knowledge of escalation channels.
- Manage relationships with third-party service desks and coordinate their on-site visits.
- Work directly with MDMs and external vendors to ensure seamless IT service delivery.
- Evaluate and install computer hardware, networking software, and operating system software.
- Perform daily monitoring of the environment to address incidents proactively and reactively in the production environment.
- Provide inventory control and lifecycle asset management for end-user computing devices.
- Create and maintain comprehensive documentation for IT processes, systems, and incident resolution, to ensure the capability of the team to restart services and troubleshoot front-end issues.

**Requirements**:

- Experience supporting a corporate, multi-site, technology-based environment.
- Experience with ticketing systems
- Strong administration and organizational skills with an ability to handle confidential materials in a professional manner.
- Demonstrates a strong attention to detail and a willingness to work under tight deadlines as required.
- Proven ability to communicate effectively in English, written and verbal.
- Excellent customer service skills, including follow-through.
- Results oriented with a sense of urgency and high standards for quality production and performance.
- Willingness to learn and take on challenges.
- Polite, courteous, professional demeanor
- Must be eligible to work in Canada.
- Ability to communicate in French and English preferred.

**Nice to haves**
- Knowledge of/Experience with Service Now and Jira Service Management
- Microsoft, Apple, or any other certificates are preferred.
- ITIL (Information Technology Infrastructure Library) Foundation certification

**Qualifications**:

- Post-secondary diploma/degree or certificate from an accredited college or university in IT related
- Experience with MDM technologies
- Background with Exchange, Office 365, Microsoft Azure
- Troubleshooting skills with mobile and desktop technologies
- Working knowledge of software, hardware, and other equipment
- 4+ Years providing IT Support Services

**Working Conditions**:

- Usually work regular business hours but may require evenings and weekends to complete projects or maintenance on systems.
- Work in offices, facilities, environmentally controlled server rooms
- May require travel to remote sites, conferences and/or seminars.
- Access to vehicle for site visits
- Lifting items up to 22 pounds may be routinely required.

**External applicants**:
It is a condition of employment that new employees provide proof that they are vaccinated against COVID-19 prior to the start date of employment. Therefore, all new hires must obtain and submit proof of all required doses of the vaccine approved and recommended by Health Canada. Applicants who have appropriate written proof of a medical reason or a reason pursuant to the British Columbia Human Rights Code, for not being fully vaccinated against COVID-19 may provide such documentation to the Human Resources department. Such situations will be considered on a case-by-case basis in compliance with Edgewood’s/EHN Canada’s legal obligations.

**_ Edgewood/EHN Canada is an employment equity employer. If you should require accommodation during the interview process, please contact Human Resources._**

**Employee Benefits and Perks**:

- Comprehensive benefits package, including a yearly allowance of $1,500 for mental health and addiction services, as well as $500 per service for various paramedical services, such as massage and physiotherapy
- 24/7 Employee Assistance Program through LifeWorks
- Competitive paid time off policies, including a paid day off on your birthday
- Access to in-house fitness facilities where applicable or discounted external gym memberships
- Remote or hybrid work models for eligible employees
- Perks and discounts with Perkopolis - entertai