Systems Analyst
LHIN
- Toronto, ON
- Temporary
- Full-time
- Provide system support and escalation support for the helpdesk
- Receiving customer service requests for all network services, VoiP phones(Mitel) and supported desktop/laptop users via telephone, e-mail, voice mail, or walk-ins
- Resolving customer service requests over the telephone, through desktop consultation with users, and/or by using remote management software
- Provides incident and problem management support in accordance to established Technical Support SLA
- Lead investigations; perform root-cause analysis on IT problems; provide solutions using specific product knowledge, system utilities, and operating environment.
- Closing service requests with detailed information of the resolution documented in the SMA system
- Resolve issues related to workstation operating system, network connectivity, application errors and user login
- Build and configure PC and laptop workstations. Re-image workstations and use disk utility software for wiping disks.
- Perform Active Directory administrative tasks i.e. user, group and computer management.
- Facilitate, manage and initiate interactions between vendors, Ontario Health Digital Excellence and UHN Digital support teams on provincial applications such as CHRIS, HPG, PCC – RAI, WAN connectivity.
- When required, 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
- Liaise with the Business Solutions team to provide technical or subject matter expertise on projects.
- Act as a technical lead where assigned on projects; implement system and application upgrades
- Manages Request for Change (RFC) preparation
- Supporting the following:
- LAN\WAN networks.
- Mitel Voice-Over-IP telephone system. SIP Trunking Routing, call center, voice VLAN, programing Mitel phones and softphones.
- Dell laptops, desktops, servers, SAN, printers and networking hardware.
- Wired and Wireless LAN connectivity in the main offices and WWAN air cards in the community.
- Xerox Docushare document management systems.
- Windows-based servers including SQL, IIS, and Azure.
- Microsoft based client applications especially M365 including MS Teams and OneDrive
- Server backup systems.
- Azure active directory and cloud services.
- At minimum, completion of a 3 year community College program in a computer related field or recognized equivalent is required
- Minimum of three (3) years experience working in a support environment, managing medium to large scale environments (
- Experience with network design, configuration, and management
- Working knowledge of Microsoft Azure and/or other cloud-based technologies
- Ability to work varying shifts and On Call
- Possess working knowledge of Information Technology Infrastructure Library (ITIL) principals / ITIL Foundation Required / ITIL Practitioner
- Microsoft certifications in Azure and Microsoft 365
- Proficiency working in a windows environment using Microsoft Office applications including Word, Outlook and the Internet. Experience with client databases or other applications used by Home and Community Care Support Services
- Attractive comprehensive compensation packages and benefits
- Valuable development opportunities
- Membership in a world class defined benefit pension plan