Support Analyst-FT-Information Tech.

Thunder Bay Regional Health Sciences Centre; Northwestern Ontario; On-site; CAD 37,000 - 45,000; Full time

Job summary

A regional health organization in Northwestern Ontario is seeking an IT Support Analyst to provide Tier 1 and Tier 2 support, troubleshooting software and hardware issues for staff and physicians. The position requires strong technical knowledge, customer service skills, and the ability to manage competing priorities. A relevant diploma or degree is required along with 2 years of experience. Salary range is $37,846 to $44,526.

Qualifications

• 2 years equivalent work experience.
• Desirable Certifications: ITIL Foundations, CompTIA N+.
• Knowledge of data privacy practices and laws.

Responsibilities

• Deliver first and second level IT support for hardware, software, and applications.
• Provide in-person desktop support.
• Participate in IT related projects.

Skills

Technical knowledge of network and device operating systems

Strong analytical skills

Excellent communication skills

Customer-focused attitude

Education

College diploma or university degree in computer science

Tools

Meditech software

Job description

Overview

Reporting to the IT Support Coordinators and working collaboratively with staff, the IT Support Analyst will deliver first and second level support, innovative customer focused service by prioritizing, analyzing, troubleshooting and resolving computer hardware / software and application related issues to staff, physicians and regional users in an efficient and courteous manner. The individual may also give in-person, hands-on help at the desktop level. This role includes Tier 1 and Tier 2 support as well as involvement in IT related projects.

Responsibilities

• Deliver first and second level IT support for hardware, software and applications.
• Prioritize, analyze, troubleshoot and resolve issues for staff, physicians and regional users in a courteous manner.
• Provide in-person, hands-on desktop support as needed.
• Participate in IT related projects.

Qualifications

• College diploma or university degree in computer science and 2 years equivalent work experience
• Desirable Certifications: ITIL Foundations, CompTIA N+
• Strong technical knowledge of network and device operating systems including Windows, iOS, UNIX and Linux
• Technical knowledge of current network hardware, server configuration, protocols and standards including IP networks, switches, routers and firewalls
• Strong analytical skills to assess hardware / software problems, diagnose source / cause and resolve
• A highly developed customer‑first, team‑orientated, positive attitude
• Knowledge of applicable data privacy practices and laws
• Strong understanding of project management principles
• Excellent written and oral communication skills
• Demonstrated ability to manage competing priorities in a time critical environment
• Ability to conduct and direct research into IT issues and products as required
• Highly self-motivated with a keen attention to detail
• Optional: Experience with Meditech software is an asset

Requirements

• The position rotates on a 24-hour on-call basis and requires some extended work days.
• Weekday / Weekend work required on a rotating schedule.
• Access to a vehicle is required. Must have a valid Ontario driver’s license and current vehicle insurance.
• Travel to sites / offices within Thunder Bay.
• Lifting and transporting of moderately heavy objects weighing up to 30kg, such as computers and peripherals.
• Some travel to regional hospital sites in Northwestern Ontario.

Salary

Salary Range: $37,846 to $44,526

Equity, Diversity and Accessibility

The Health Sciences Centre strives to ensure the safety and security of patients, visitors, employees and assets. All offers of employment to external candidates shall be conditional upon a satisfactory Criminal Records Check (CRC) where indicated, and proof of full vaccination of all required doses of a COVID-19 vaccine approved by Health Canada to Occupational Health & Safety. Candidates will have demonstrated adherence to the Hospital's Code of Conduct. Regular attendance at work is imperative; therefore, all applicants will have to demonstrate a good attendance record to be considered for this position. We are committed to fostering an inclusive, equitable, and accessible environment supporting diversity in our work environment to provide quality care where all feel valued, respected, and supported. We are dedicated to building a workforce reflective of the communities in which we live and serve and encourage Indigenous people, visible minorities, and persons with disabilities to apply and self‑identify. Upon request, accommodations due to a disability are available throughout the selection process. We are identified as an English / French speaking health sciences centre and encourage bilingual candidates to apply. If there are no qualified applicants for the above position, the Hospital may, at its discretion, train unqualified individuals.