Technical Support Analyst

About Bayshore HealthCare 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.

Person-and family-centered care (PFCC) is an approach to care that recognizes the importance of family in a patient’s life and the importance of their active involvement in planning and making decisions on health care, services and treatment, and health system reform. This approach to care provides respectful, compassionate, culturally safe, and responsive care that meets the needs, values, beliefs, and preferences of the patient, their family, and others identified as significant to their life from diverse backgrounds and settings.

Position Overview This is a contract position requiring employees to work onsite three days per week at our Markham office. The Technical Support Analyst is responsible for providing technical and operational leadership and is part of theICS Support Analysts team. This role acts as the single point of contact for all first and second level escalations ofICS technology issues and support.

Duties and Responsibilities Responsible for the day-to-day patient, staff and stakeholder technical support within the building and not limited to televisions, phones, call bells and other unit devices

Responsible for the ongoing operation, administration, and support of computer systems, desktop software, and enterprise applications across your assigned portfolio

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 documentation for technical procedures, policies and standard processes related to ITOperations

Configure, test, distribute, maintain, and troubleshoot desktop/laptop equipment, smartphones, tablets, printers, software, and peripherals

Identify technical issues with accounts and reports to Manager for resolution

Ensure Service Level Agreements (SLAs)are being met by investigating and monitoring incidents and requests to completion via the ticketing tool (Service Now)

Assess system configuration needs based on technical trends and 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 business capabilities and needs.

Work with PD&UX and ADs to plan implementation and integration of new technologies

Act as the main point of contact for all escalations of IT issues across theICS andresolve in a timely manner

Provide exceptional care to all employees, ensuring that the highest level of customer satisfaction is achieved

Build strong relationships with Area Directors andICS employees to ensure IT processes and capabilities are well integrated and remain agile with branches’ growth plans

Adheres to definedBayshore IT Service Management processes – change, incident, knowledge, problem, request, and service level management

Participate in ongoing internal and/or external continuing education activities.

Adhere to Bayshore Policies and Procedures

Participates 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 discussessame only with appropriate Bayshore personnel

Additional dutiesas assigned by Sr Manager Support service in partnership with Manager, ITBranch Experience

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

Experience Minimum 2-3 years experiencewith IT Infrastructure and Desktop Support Service

Active Directory Knowledge, structure, and management of user accounts throughout employee’s lifecycle

Knowledge and experience working with Citrix to assist and support Citrix user

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.

Office 365 knowledge and administration

Understanding of VoIP, analog phone lines, end user security malware and anti-virus solutions

Demonstrated understanding of operating systems, network technologies, firewalls, and routers

Other Requirements and Conditions Bayshore is committed to a high quality and safe environment for both our staff and clients/patients. Dependent upon Provincial government regulations, and the position being applied for, new hires may be required to provide proof of vaccination against illnesses such as COVID-19, Hepatitis, Seasonal Flu etc. Please speak with the recruiter for Provincial and/or position specific requirements. Medical exemptions or any other kinds of requested exemptions based upon Human Rights Code will be considered on a case‑by‑case basis.

At Bayshore Healthcare, our commitment to Equity, Diversity & Inclusion is our strength. This is how we bringour vision of being the difference in thelivesof those we care for, work withandinourcommunities.We have a great senseof pride in creating a culture of belonging, where individual differences are embraced and celebrated, through programs, resources and policies that supporteachindividual's purpose, potential and wellbeing. Bayshore operates in accordance with the Accessibility for Ontarians with Disabilities Act, and applicable Provincial Human Rights Codes.

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