IT Service Desk Analyst

IT Service Desk Analyst
**Job Number**:INF0100MM )

**Primary Location **: CA-ON-Mississauga

**Description**:
**Value Proposition**

As a leading partner in healthcare, Medline Canada's sole purpose is Together Improving Lives - this means being deeply committed to the health and well-being of our customers, employees, partners and our communities. We employ a diverse group of top talent focused on growing and making a difference in the lives of Canadians, coast-to-coast.

Compensation is only one part of the Employee Value Proposition that Medline Canada offers our employees. As part of our mission, we offer one of the most competitive and engaging employee experience programs in Canada, which includes:

- Collaborative work environment with highly engaged employees
- Market competitive compensation and benefits plan, including LTD & Insurance
- DPSP match program
- Annual Employee Appreciation Week
- Paid vacation and personal days
- Lifeworks® Employee Assistance Program (EAP) Resources supporting mental, physical, family and financial well-being
- Career growth and training programs
- Open communication with Senior Leaders
- Tailored incentives for eligible employee groups, such as home office reimbursement and Sylvan Learning Centre credit
- Employee referral program
- Education support programs
- Fitness subsidy
- Recognition programs
- Social activities
- And much more

**JOB SUMMARY**

Reporting to the Sr. Manager, IT Infrastructure, the IT Service Desk Analyst helps enable the right capabilities in Mississauga and sites across Canada. The individual configures, installs, monitors, and maintains client-side hardware and software. This individual supports Medline’s mobile workforce, provides consultation to end users for all aspects of end-user computing, provides technical support and guidance through Tier 2 support, and works with vendors to resolve Tier 3 issues.

**CORE JOB RESPONSIBILITIES**
- Provide 2nd and 3rd level support via phone and desk-side visits to help resolve escalated issues and ensure the timely completion of tickets.
- Create and/or present clear and concise written and verbal instruction to end users of all levels throughout the organization.
- Interact with other support groups within the organization to resolve cross team technical issues as well as participate in cross team projects.
- Configure, install, and support PC hardware, software, printers, label printers, and mobile devices in a large-scale network.
- Diagnose and troubleshoot issues with both Windows 10 and Windows 11 operating systems.
- Document work completed and any technical solutions in our ticketing system.
- Follow established processes for IT asset deployment and recovery, including tracking serial numbers, asset tags, and any other information as needed.
- Participate in hardware and software projects, implementations, and or upgrades.
- Partner with all areas of the business to drive aligned timelines and SLAs.

**Qualifications**:
**QUALIFICATIONS**
- Bachelor’s Degree in Computer Science, Information Systems, or related field, or equivalent work experience.
- 3+ years of IT work experience in supporting desktop software and hardware products and problem solving/troubleshooting strongly preferred.
- Advanced knowledge and troubleshooting of Windows 10 and Windows 11
- Demonstrated excellent customer service and communication skills.
- Great verbal and written communication skills.
- Strong interpersonal skills - ability to interface with both technical and non-technical personnel at all levels of the organization.
- Demonstrated ability to react to changing situations with an appropriate sense of urgency and problem ownership.
- Must be able to: follow documented procedures, work on a team as well as independently and complete assigned duties quickly and efficiently.
- Ability to lift and maneuver up to 50 lbs.
- Occasional overnight travel (up to 5%) may be required.

**About Medline Canada**

Medline Canada stands at the forefront of healthcare, providing expertise and a breadth of solutions for every care setting. With 550+ employees, including 100 dedicated sales and clinical professionals and eight distribution centres located coast-to-coast, Medline Canada is proud to serve the entire continuum of care.

**Our Commitment to Diversity and Inclusivity**

**Our commitment to Accessibility