Job Posting: #913824
Position: IT Support Analyst
Salary: $29.37 – $35.46 per hour
The Michener Institute is Canada’s only post-secondary institution devoted exclusively to the applied health sciences professions. In January 2016 the Michener Institute integrated with University Health Network and has become the Michener Institute of Education at UHN. Offering full-time, part-time, and continuing education programs, The Michener Institute is committed to providing its students with Best Experience, Best Education. Through an innovative healthcare curriculum and an engaging learning environment, The Michener Institute prepares learners to become competent and highly skilled allied health professionals.
The Information Management, Digital Solutions Team has a spot to fill on their service desk and is looking for a IT Support Analyst who has great customer service skills, is enthusiastic about computers and devices, and is eager to grow and learn with our team.
The successful candidate is just starting their career or has 3-5 years of experience working on an IT Service Desk or support role in IT Operations. The IT Support Analyst will provide service desk and technical support to staff, faculty, and students This role involves responding to support calls in person, on the phone, via email, and using a chat tool.
Provide technical assistance to incoming queries and issues through calls and tickets.
Take accountability to solve issues from start to finish.
Answer helpdesk direct line and ticketing system, log related help requests, and route calls to appropriate team member.
Set up and configure equipment for use and perform proper installation of equipment, cables, operating system, and software.
Management and maintenance of existing service desk tools such as image building and deployment for PCs, application packaging and deployment, mobile device management, automated account creation, VoIP phone system, printing system management
Responsible for deployment of site-wide user facing security patches, OS updates, firmware & driver updates.
Perform Tier 1/basic troubleshooting on network switch ports configuration to check for possible misconfiguration and possibly minor changes to configuration
Serve as the 2nd tier escalation point of contact, providing excellent customer service to individuals seeking technical assistance with end user devices, software and peripherals.
Perform advanced troubleshooting, with the ability to analyze and diagnose problems and requests escalated by the Michener Service Desk Tier 1 support related to computer systems, software, and hardware.
Assist in planning, scheduling and monitor deployment of bulk PC installations in coordination with business leads to maximize efficiency and ensure adherence to established timelines
Create, maintain, and update technical knowledge base and technical documentation related to support tickets, and ensure that process documentation is maintained
Manage and maintain inventory of user-facing IT systems and equipment
Provide telephone, live-chat, email and in-person support to end users
Acts as the subject matter expert in Technical Support products and services
Perform investigations and root-cause analysis on IT problems; provide solutions using specific product knowledge, system utilities, and operating environment
Escalate problems and issues to product vendors and management, including services that exceed response time, repair time, lack of parts, or any other issue that could impact customer satisfaction
Perform minor physical configuration and troubleshooting on end user devices and technologies i.e. add RAM to PCs and/or install OS
Perform installs, moves, add, changes and decommission of computer equipment
Document and report on all work performed in the UHN Digital incident and problem management ticketing system
May be asked to occasionally work outside of normal working hours (i.e., weekends, evenings)
Will be required to lift, unpack, and move equipment (i.e., desktop computers, monitors)
May be asked from time to time backfill and resolve tickets pertaining to AV equipment
Satisfactory Canadian Police Clearance document required upon hire.
Customer service oriented
Excellent troubleshooting and problem-solving skills
Strong verbal/written communication skills
Proven ability to work independently
Able to work cooperatively and collaborate with other team members
Good understanding of computer systems and mobile devices
Ability to troubleshoot and resolve basic technical issues
Familiarity with Windows Operating Systems, Microsoft Office, and Active Directory
Basic network skills, switches, cabling setup, TCP/IP, and LAN/WAN
Familiarity with application deployment, patch management, device imaging, mobile device management.
Familiarity and comfort with Apple operating systems including macOS, iOS, iPadOS.
Good understanding of associated peripherals such as smartphones, printers, faxes, scanners, Audio/Video hardware
Working knowledge of Internet-based technologies and security
College diploma computer networking and technical support, computer programming, or a related field, or equivalent combination of education, certification, and experience
Certifications in ITIL, Microsoft, VMware, MS Azure, Cyber Security considered an asset
3-5 years of relevant help desk/service desk experience or in an IT support role
Understanding of current public cloud technologies, preferably in Microsoft Azure is an asset
Vaccines (COVID-19) are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Code
Qualified applicants are invited to submit a detailed resume and cover letter.
Closing Date: February 14, 2023
For further information on The Michener Institute, please visit our website at www.michener.ca.
The Michener Institute is publicly funded by the Ministry of Health and is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity and equal opportunity.
Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the Bona-fide requirements for the open position. Applicants need to make their requirements known when contacted.
While we thank all applicants, only those selected for an interview will be contacted.
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