Job Description
As a Level 1 IT Service Desk Analyst, you’ll play a crucial role in our company’s IT operations. You’ll spend your day on the phone coordinating, diagnosing, and troubleshooting incoming employee calls for various reasons. You’ll be the first point of contact for all technical support service requests, providing support for technical/IT issues related to desktop and laptop application software or network services. We’re looking for a candidate with prior experience in IT support, as this role is responsible for answering phone calls, being part of an onsite support roster, and providing in-person hardware and software support to our Head Office/Corporate staff. You’ll also need to be available for rotational shifts, including weekends and on-call, to ensure our IT systems are always running smoothly.
Under the supervision of the Manager, IT Services, the duties and responsibilities of the IT Service Desk Analyst include but are not limited to, the following.

Job Description and Responsibilities:

• Provide first-level technical support to end-users, troubleshooting hardware and software issues, resolving technical problems, and escalating complex issues to higher-level support teams when necessary.
• Diagnose and troubleshoot end-user desktop application issues and provide appropriate solution
• Provide timely resolution of problems or escalation on behalf of customers and ensure their satisfaction
• Provide case status updates to management and end-users per service level guidelines
• Support and maintain effective relationships with users
• Develop, document, and implement standard operating procedures and customer service guidelines relating to remote IT support
• Provide support for PCs, laptops, printers, cell phones, tablets etc.
• Support end-users in their use of applications such as Microsoft Office, VPN, Citrix, and MDM (mobile device management)
• Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions and perform password resets).
• Communicate with customers with varying levels of technical and non-technical skills
• Follow all standard operating procedures through the effective use of knowledge management.
• Ensure the management team has clarity on the scope and level of service required of them to achieve service level targets defined in OLAs containing KPIs linked to SLAs.
• Be available to work rotating schedules, which may include evenings, weekends, and holidays.
• Complete all other duties as assigned.

Qualifications:

• Minimum of two years prior work experience in an IT Helpdesk/Service Desk environment.
• CompTIA A+ certification and signaling expertise in IT operational roles and technical support are preferred.
• Other Certifications such as MS 900, AZ 900, and CompTIA Network+ are highly desired.
• Strong written and verbal communication skills
• Strong analytical skills with a focus on troubleshooting and the translation of system issues to business impact
• Ability to troubleshoot commercial off-the-shelf products.
• Ability to troubleshoot mobile devices (smartphone, cell phones, tablets)
• Ability to work independently as well as within a team environment.
• Ability to work in a fast-paced environment
• Minimum two years of experience supporting Windows 10
• Minimum 2 years of experience supporting various MS Office productivity suites (2016, 2019, O365 etc.)
• Knowledge of Microsoft 365 Teams, SharePoint and OneDrive is an asset
• Knowledge and experience with ITIL framework (certification a plus)
• Minimum 2 years’ experience supporting various MDM platforms (Workspace One, Airwatch, Citrix, Blackberry UEM etc.)

What Extendicare has to offer:

At Extendicare, we believe that working as a team creates an environment that allows us to reach our potential. We value each employee, encourage equal opportunity for growth and recognize achievement. As a valued member of our team, you can expect:

• Continuous mentorship, support for life-long learning and growth opportunities
• Opportunities for advancement and career growth within the organization
• A rewarding and meaningful work experience where you can enrich your life and the lives of others through your work.
• Employee Family Assistance Program.
• Robust benefits package.

Extendicare is a leading provider of care and services for seniors throughout Canada. Through our network of more than 100 operated senior care and living centres, as well as our home health care operations, we are committed to delivering care throughout the health care continuum to meet the needs of a growing seniors’ population in Canada. Our qualified and highly trained workforce of more than 20,000 individuals are united by a dedication to quality care and by our vision of being the best provider of senior care and services in Canada.

Hybrid

ExtendicareIT

Time Type:
Full time
When you choose to build your career with Extendicare, you’re joining a team dedicated to making a difference. By focusing our energy on enriching the lives of our residents every day, we transform both the quality of their lives and the quality of our own work experiences.
If you have a passion for caring, turn it into a rewarding career with Extendicare!
Extendicare and affiliated organizations including our partner homes in Extendicare Assist, accommodate the needs of job applicants throughout its recruitment and selection processes upon request

• Provide first-level technical support to end-users, troubleshooting hardware and software issues, resolving technical problems, and escalating complex issues to higher-level support teams when necessary.
• Diagnose and troubleshoot end-user desktop application issues and provide appropriate solution
• Provide timely resolution of problems or escalation on behalf of customers and ensure their satisfaction
• Provide case status updates to management and end-users per service level guidelines
• Support and maintain effective relationships with users
• Develop, document, and implement standard operating procedures and customer service guidelines relating to remote IT support
• Provide support for PCs, laptops, printers, cell phones, tablets etc.
• Support end-users in their use of applications such as Microsoft Office, VPN, Citrix, and MDM (mobile device management)
• Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions and perform password resets).
• Communicate with customers with varying levels of technical and non-technical skills
• Follow all standard operating procedures through the effective use of knowledge management.
• Ensure the management team has clarity on the scope and level of service required of them to achieve service level targets defined in OLAs containing KPIs linked to SLAs.
• Be available to work rotating schedules, which may include evenings, weekends, and holidays.
• Complete all other duties as assigned