Technical Services Analyst

MediSolution; Ottawa; On-site; CAD 60,000 - 80,000; Full time

Job summary

A healthcare technology company is seeking a Technical Service Analyst in Ottawa, Canada. The ideal candidate will support users with technical problems regarding desktop, laptop, or network services, requiring bilingual proficiency in French and English. This role offers competitive benefits including vacation time, comprehensive medical coverage, and professional development support.

Benefits

Three weeks' vacation (increases with tenure)

Comprehensive Medical, Dental, and Vision coverage

Financial and professional development support

Employee stock ownership and RRSP matching

Lifestyle rewards program

Flexible work options

Qualifications

• 2-3 years of relevant experience in technical support.
• Experience in troubleshooting desktop, laptop, and network issues.
• Ability to provide user support in both English and French.

Responsibilities

• Coordinate and troubleshoot incoming employee technical calls.
• Ensure timely resolution or escalate issues to technical personnel.
• Develop and implement standard operating procedures for IT support.

Skills

Bilingual (French / English)

Technical troubleshooting

Customer service skills

Problem analysis

Education

Bachelor's degree or equivalent experience

Tools

Microsoft O365 Suite

VPN-Remote Connectivity

Mobile Device Management

Active Directory

Job description

Technical Service Analyst

We are seeking a Technical Service Analyst with a Bachelor's degree or 2-3 years of relevant experience. The role involves providing support services to employees facing technical problems and IT issues related to desktop, laptop, or network services. This support can be from local personnel or remote employees accessing the network.

The key responsibilities include :

• Coordinating, diagnosing, and troubleshooting incoming employee calls to resolve technical issues.
• Ensuring timely resolution of problems or escalating them to appropriate technical personnel.
• Providing case status updates to management and end-users.
• Supporting and maintaining effective relationships with users.
• Developing, documenting, and implementing standard operating procedures and customer service guidelines for remote IT support.
• Handling problems of moderate scope, analyzing situations or data to identify factors.
• Using judgment within defined procedures to determine appropriate actions.
• Providing face-to-face support to a corporate customer base.
• Bilingual (French / English) required, both oral and written.

The ideal candidate will have experience supporting :

Microsoft O365 Suite

VPN-Remote Connectivity

Mobile Device Management

Active Directory

What We Offer :

Three weeks' vacation (four weeks after three years, five weeks after seven years) plus five personal days.

Comprehensive Medical, Dental, and Vision coverage from day one.

Financial and professional development support for CPA candidates and members.

Employee stock ownership and RRSP matching programs.

Lifestyle rewards program.

Flexible work options.

A performance-driven organization with many opportunities for advancement.

And more!

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