Technical Support Analyst- Ottawa

The Technical Support Analyst is responsible for providing technical and operational leadership and is part of the ICS Support Analysts team. This role acts as the single point of contact for all first and second level escalations of ICS technology issues and support. This role will be reporting into the Area Director with a dotted line to the Sr. Manger of Support Services and the Manager, IT Branch Support and Experience.

You will have the opportunity to solve complex incident escalations and be involved with a variety of projects and tasks that contribute directly to your regional branches’ growth. This role will onsite, based at our Ottawa location, with travel as needed to the Kingston area.

Duties And Responsibilities
- Responsible for the day-to-day patient, staff and stakeholder technical support within the building and not limited to televisions, phones, call bells and other unit devices.
- Manage the lifecycle of IT equipment (laptops, phones, desktops, peripherals, printers, servers etc.) from procurement to disposal in compliance with Bayshore’s IT asset management processes.
- Follow documentation for technical procedures, policies and standard processes related to IT Operations.
- Configure, test, distribute, maintain, and troubleshoot desktop/laptop equipment, smartphones, tablets, printers, software, and peripherals.
- Identify technical issues with accounts and reports to Manager for resolution.
- Ensure Service Level Agreements (SLAs) are being met by investigating and monitoring incidents and requests to completion via the ticketing tool (Service Now).
- Assess system configuration needs based on technical trends and user feedback and report to manager for review. Recommends laptop & smartphone image enhancements to simplify and enhance field staff experience.
- Maintains awareness of evolving technical and business capabilities and needs.
- Work with PD&UX and ADs to plan implementation and integration of new technologies.
- Act as the main point of contact for all escalations of IT issues across the ICS and resolve in a timely manner.
- Provide exceptional care to all employees, ensuring that the highest level of customer satisfaction is achieved.
- Build strong relationships with Area Directors and ICS employees to ensure IT processes and capabilities are well integrated and remain agile with branches’ growth plans.
- Adheres to defined Bayshore IT Service Management processes - change, incident, knowledge, problem, request, and service level management.
- Participate in ongoing internal and/or external continuing education activities.
- Adhere to Bayshore Policies and Procedures.
- Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns.
- Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.
- Additional duties as assigned by Sr Manager Support service in partnership with Manager, IT Branch Experience

Job Qualification

Education
- Completion of a college diploma/degree in Information Technology/Computer Science or a related field - or a combination of education, training and experience deemed equivalent.
- Microsoft technical certifications preferred (A+, Network+, MCSA, MCSE etc.)
- ITIL v3/v4 Foundation certificate preferred.

Experience
- Minimum 2-3 years experience with IT Infrastructure and Desktop Support Services.
- Active Directory Knowledge, structure, and management of user accounts throughout employee’s lifecycle.
- Knowledge and experience working with Citrix to assist and support Citrix users.
- Experience with ticket management tools such as Remedy, Service Now etc.
- Technical knowledge and ability to support all end user hardware and software such as printing devices, mobile hardware (iPhones, Android etc.) and laptop/desktop hardware.
- Office 365 knowledge and administration.
- Understanding of VoIP, analog phone lines, end user security malware and anti-virus solutions.
- Demonstrated understanding of operating systems, network technologies, firewalls, and routers.

Other Skills and Abilities
- Possess a passion/ great enthusiasm for the delivery of exceptional customer service, exceptional telephone etiquette skills and the ability to support end users face to face and remotely with varying levels of computer skills. A genuine desire and commitment to helping/supporting others.
- Exceptional verbal and written communication skills.
- Exceptional interpersonal skills and ability to work independently and as part of a team.
- Exceptional organizational and administrative skills with a commitment to meeting timelines and client expectations.
- Outstanding analytical, critical thinking and troubleshooting skills.
- Self motivated individual with a strong attention to detail.
- Strong commitment to continued learning and development.
- Strategic, and brings a high-performance c