Network Support Analyst (SRI) - Network Support Analyst - Regular Full-time

at  Sunnybrook Health Sciences Centre

JOB SUMMARY AND QUALIFICATIONS:

Job Title: Network Support Analyst
Department: Sunnybrook Research Institute (On-site)
Reports to: Manager, Research Computing
Overview: As a Network Support Analyst, your pivotal role involves providing Level 1 & 2 technical support across diverse channels such as phone, email, and in-person interactions. Your duties include swiftly resolving issues, proficiently managing software/hardware installations, and addressing computer and network-related concerns. Emphasizing strict adherence to escalation procedures, your dynamic responsibilities extend to system monitoring, active participation in network support, and collaborative engagement with the Sunnybrook IT team.

QUALIFICATIONS/SKILLS

• Significant recent related customer support experience in a healthcare teleconferencing or videoconferencing environment required
• Bachelor’s degree or college diploma in Computer Science, Information Technology, or related field
• Excellent troubleshooting skills
• Extensive current-related experience supporting Apple products such as MAC, iPads and iPhones
• College/University or industry professional designation in a related technical field;
• Demonstrated mastery of the technologies behind PCs, IP networking, videoconferencing
• Able to work independently and efficiently to meet deadlines
• Self-motivated, detail-oriented and organized
• Excellent people skills and time management skills
• Comfortable in a patient care setting
• Excellent knowledge of Windows-based technical support environment
• Good understanding of TCP/IP network architecture
• Excellent knowledge of Microsoft Office 2003, 2010, 2016, and 2019
• Excellent knowledge of Microsoft Exchange
• Excellent knowledge of iOS and Apple certified (OS X, ACMT or ACSP)
• CompTIA A+ or CCNA or CompTIA Network + certifications.

• Provide technical & user support at Levels 1 & 2.
• Deliver prompt responses via phone, electronic channels, remote sessions, and in-person interactions.
• Effectively troubleshoots time-sensitive calls, resolving technical hardware and software issues.
• Conduct software and hardware installations/repairs with precision.
• Utilize research skills to address queries using available information resources.
• Follow escalation protocols/procedures to ensure efficient problem resolution.
• Identify and mitigate risks associated with technical support processes.
• Log support calls, create tickets, generate reports, and maintain comprehensive documentation.
• Log all incidents and requests utilizing the ticketing system.
• Prepare, update and generate support documentation, staying current with system information, policies, changes, and updates.
• Install and configure research instruments such as microscopes and other relevant equipment.
• Provide professional troubleshooting and support services for users who bring their own devices into our environment.
• Assess user complexity and analyze various use cases to provide tailored technical support solutions.
• Serve as a liaison between SRI staff and hospital support staff as required.
• Provide support for cabling/connectivity, data jacks, LAN, paging/cell phones, and telecom issues.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Analyzes and resolves incidents and requests regarding the use of application software and hardware, specific to program, and clinical systems.
• Being familiar with switches and hubs, demonstrating proficiency in troubleshooting network devices, and contributing to a comprehensive and well-rounded approach to network support.
• Maintain and manage AD lists, assisting in the creation and alteration of AD accounts for all SRI users.
• Set up and ensure compliance of phone/laptop/desktop/printer/medical devices.
• Contribute to network/system monitoring (NOC) with triage, escalation, and timely updates.
• Offer LAN, and wireless support, covering connectivity, setup, and troubleshooting.
• Monitor the SRI service desk queue efficiently.
• Perform production system tasks and manage offsite backup rotation inventory.
• Actively participate as a valuable member of SRI IT support.
• Physically move and redeploy hardware as required.
• Provide technical & user support at Level 3 as necessary.
• Perform light lifting to 25 lbs as necessary.
• Be adaptable to perform other duties as required, recognizing that responsibilities may evolve over time.