IT Service Desk Analyst

at  The Memory Clinic

ABOUT OUR CLINIC

Alzheimer’s disease (AD) is the most common type of dementia, making up approximately 70% of all cases. Those over the age of 65 are at a higher risk to develop AD. It diminishes cognitive, verbal, and physical abilities by destroying brain cells. This in turn affects our ability to think, to learn new things, and to remember. Many scientific experts are working to ameliorate our understanding of this devastating disease, thus searching to find more effective treatments.
Our clinics partner with pharmaceutical companies to conduct Phase II and III clinical trials for Alzheimer’s Disease. Our unique contribution will revolutionize the fight against the disease. We provide care to patients, generate knowledge for the scientific community, continue to improve support, and access to clinical research.

POSITION SUMMARY

Working under general direction of the IT Services Lead, the IT Service Desk Analyst is responsible for troubleshooting, diagnosing, and resolving IT issues, fulfilling service requests, and assisting the organization’s employees with information technology in a timely and respectful manner. Reporting to the IT Services Lead, the IT Service Desk Analyst will also assist in the implementation and improvement of IT Service Desk processes as we insource and mature our IT service delivery.

SKILLS, QUALIFICATIONS AND EXPERIENCE

• 3-5 years in IT support/service desk roles.
• Proficient in both English and French (written and oral).
• Bachelor’s degree/diploma/advanced courses in computer science or a related discipline, OR a combination of relevant work experience and certifications.
• Certification areas: Microsoft (AZ-, MS-, and SC-), networking (especially Fortinet), IT security, ITIL Foundations, AWS
• In-depth knowledge of using and supporting Windows operating systems and Microsoft cloud solutions.
• Strong technical documentation skills.
• Excellent customer service and communication skills.
• A strong sense of organization, problem-solving, and ability to work independently.

COMPÉTENCES, QUALIFICATIONS ET EXPÉRIENCE

• 3 à 5 ans d’expérience dans le support informatique/service d’assistance.
• Maîtrise de l’anglais et du français (à l’écrit et à l’oral).
• Baccalauréat/diplôme/cours avancés en informatique ou dans une autre discipline, OU une combinaison d’expérience professionnelle et de certifications pertinentes.
• Domaines de certification: Microsoft (AZ-, MS- et SC-), réseau (en particulier Fortinet), sécurité informatique, ITIL Foundations, AWS
• Connaissance approfondie de l’utilisation et l’assistance des systèmes d’exploitation Windows et des solutions cloud du Microsoft.
• Fortes compétences en matière de documentation technique.
• Excellentes compétences en matière de service à la clientèle et de communication.
• Un sens aigu de l’organisation, de résolution de problème et une capacité à travailler de manière indépendante.

• User Support: act as first-line IT contact for our end-users, supporting employees through troubleshooting and resolving software, hardware, and/or network issues.
• Azure/365 Administration: Manage and support Azure/MS365 users, groups, devices, and applications
• ITSM Systems: create, improve, and maintain technical documentation and tickets
• IT Projects: Assists with the rollout of IT service improvement projects in cloud infrastructure, networking, desktop hardware, and security
• Performs work in accordance with the provisions of the Occupational Health and Safety Act and Regulations and all company policies and procedures
• Performs other related duties as assigned.