Technical Support Analyst

Description - External

Bayshore HealthCare is one of the Canada’s leading providers of home and community health care services and is a privately owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada’s Best Managed Companies Program every year since 2006. In 2015, Bayshore achieved the designation for Best Practice Spotlight Organization from the Registered Nurses’ Association of Ontario. Bayshore Healthcare is also recognized as Canada’s Best Employers in Forbes 2023 list.

Position Summary

The Technical Support Analyst is responsible for providing technical and operational IT leadership at the local branch level within the BHCS division. This role acts as the first point of contact for all first and second level escalations of branch technology issues and support. This role will collaborate with the ISSU/TSA Manager, Manager Branch Support and NSC IT to ensure all issues are tracked and resolved, and if appropriate, escalated within a timely manner. In addition, they will work with their Area Directors to identify roadblocks within their branches for a swift resolution. The individual will have the opportunity to solve complex incident escalations and be involved with a variety of projects and tasks that contribute directly to the BHCS branch’s growth. This position will work in the office 5 days a week in the Vaughan office.

Duties And Responsibilities

• Responsible for the ongoing operation, administration, and support of computer systems, desktop software, and enterprise applications across your assigned branches.
• 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 enterprise documented technical procedures, policies and standard processes related to IT Operations.
• Configure, test, distribute, maintain, and troubleshoot desktop/laptop equipment, smartphones, printers, software, and peripherals.
• Identify technical issues with accounts and escalated issues, if required, and/or report to TSA/ISSU Manager and Manager, Branch Support for resolution.
• Ensure Service Level Agreements (SLAs) are being met by investigating and monitoring incidents and requests to be completed via the ticketing tool (Service Now).
• Assess system configuration needs based on technical trends and branch 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 branch business capabilities and needs.
• Work with Operations Team, Transformation Team, Branch Leadership and NSC IT to plan implementation and integration of new technologies when necessary.
• Responsible for documenting processes and following SOPs.
• Act as the main point of contact for all escalations of IT issues across the branches and resolve in a timely manner.
• Provide exceptional customer service to all employees, ensuring that the highest level of customer satisfaction is achieved.
• Build strong relationships with Area Directors and branch 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.
• Collaborates with Operations & Transformation Teams, Area Directors and IT Business Office on key projects, and ensures alignment of activities, field staff experience and technical approach.
• Participate in ongoing internal and/or external continuing education activities.
• Adhere to Bayshore Policies and Procedures.
• Participate 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 TSA/ISSU Manager and/or Area Director as assigned.

Other Responsibilities

• Must be willing to travel to various locations within the branch geography for IT support or project support as required.
• Complete other tasks as requested.

REPORTING RELATIONSHIP

The Branch Technical Support Analyst reports to the Local Area Director with a strong dotted line reporting relationship to the TSA/ISSU Manager.

Qualifications - External

QUALIFICATIONS 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.

QUALIFICATIONS 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 VDI such as Citrix.
• Experience with ticket management tools such as Remedy, Service Now etc.
• Proficiency in Procura, and other healthcare business applications is an asset.
• 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.
• Experience in using MDM services such as Intune.
• Office 365 knowledge and administration.
• Understanding of VoIP, analog phone lines, VPN, and end user security
• Demonstrated understanding of operating systems, network technologies, firewalls, and routers.

STANDARDS OF PERFORMANCE

The Branch Technical Support Analyst must demonstrate ongoing competencies in completing all expected tasks and duties as detailed in this job description as well as specific goals and objectives that are agreed to.

PERFORMANCE REVIEW

Performance will be reviewed on an ongoing basis with a formal review by the end of the three-month probationary period and subsequently, on at least an annual basis Input will be sought from the employee, Supervisor, and the National Service Centre and, in addition, will be based on ongoing client feedback and the extent to which performance meets expectations.