IT Technical Analyst

Job Summary

The IT Technical Analyst Level 1 provides a single point of contact and first entry point for all IT Support

requests from all Bayshore employees. Provides exceptional client care through support and maintenance of

Bayshore’s network, desktop, laptop, telecommunication and mobile environments. Support will be required

via the various channels: email, telephone, remote and/ or onsite. Responsibilities include all aspects of IT

support affiliated with break / fix issues or service requests related to network and communications, desktops/

laptops, applications or systems, print support, Citrix and information security. This position will be based at

our Mississauga Head office.

Duties And Responsibilities

Operations

• Provides Support for all our National Pharmacies and Clinics across Canada, including the Markham
  
  

location.

• Owns the issue through to resolution including escalations, as well as follow up communication with the end
  
  

user.

• Provide exceptional client care to employees and vendors for issues or requests logged.
• Process and /or investigate service requests or incidents created via the ticketing tool Service Now)
  
  

according to established service level agreements (SLA)

• Support mobile devices including set up, maintenance and any troubleshooting
• Overall end user hardware and or software installations, additions, changes, configuration, testing,
  
  

maintenance, monitoring, and troubleshooting.

• Identify and escalate priority issues in a timely manner
• Provide end user troubleshooting and support for software applications
• System/Application account creation/deletion/change/general maintenance.
• Organize daily workload and efficiently manage requests and issues logged
• Looks for opportunities to improve levels of service recognizing the needs and expectations of clients.
• Demonstrates a commitment to the philosophy and objectives of IS within Bayshore.
• Maintains professional standards.
• Complies with all Bayshore Policies and Procedures.
• Complies with all Canadian provincial and federal privacy legislation.
• A general understand about ITIL practices
• Performs other duties or projects as assigned
  
  

Qualifications

Education

• College diploma or university degree in the field of computer science and/or 2 years equivalent work
  
  

experience.

• A+ Certification
  
  

Experience

• Technical knowledge and ability to support desktop/laptop hardware and software
• Technical knowledge and ability to support printing devices (Printers, MFPs, Scanners)
• Ability to support mobile devices hardware and applications (IPhone, Android)
• Technical knowledge and experience to support and troubleshoot network connectivity issues.
• Knowledge of and experience supporting Microsoft Desktop OS and applications, Active Directory, anti –
  
  

virus and malware.

• Knowledge of and experience working with Citrix Director and XenApp to assist and support Citrix users.
• Strong knowledge in asset management (preferable in SNow)
• Technical knowledge using and supporting Office 365
  
  

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 (English/French)
• 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 and problem solving skills.
• Log calls and assign them a ticket number based on specific criteria and assigned staff
• Strong commitment to continual learning
• Able to handle a high demanding environment
• Strong knowledge in SCCM
• Knowledge in VPN , BES and Exchange, knowing the difference between Cloud and on prem services.
• Log calls and assign them a ticket number based on specific criteria and assigned staff
  
  

STANDARDS OF PERFORMANCE

The IT Technical Analyst must demonstrate ongoing competency 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 review at the end of the three month probationary period

and subsequently, on at least an annual basis. Input will be sought from employee, Supervisor, Branch Office and

Field employees, and in addition from National Development Centre departments as applicable, will be based on

ongoing client feedback and the extent to which performance meets expectations

Primary Location

ON-Markham