Technical Support Analyst 1

at  The Ottawa Hospital

ABOUT THE OTTAWA HOSPITAL

Inspired by research and driven by compassion!
The Ottawa Hospital (TOH) is one of Canada’s largest learning and research multi-campus hospitals. With more than 1,100 beds and approximately 12,000 staff members, we deliver specialized care to the Eastern Ontario region.
From the compassion of our people to the relentless pursuit of new discoveries, The Ottawa Hospital never stops seeking solutions to the most complex health-care challenges while continually engaging with the community to support our vision for better patient care.
Working together with its research institute, the University of Ottawa, and other partners, the hospital is continually gaining national and international recognition for high-quality patient care, teaching and research, while striving to meet the needs of the culturally diverse community we serve.

BASIC REQUIREMENTS

• College diploma or equivalent experience in a related field;
• Experience in IT supply chain procedures and processes;
• Three (3) years experience in a computer technical environment;
• Excellent customer service skills including patience and diplomacy;
• Knowledgeable in HelpDesk best practices;
• Team player with demonstrated commitment to service excellence;
• Knowledge of Microsoft’s Windows operating system environment;
• Experience in supporting clients in a field technician role;
• Experience in computer hardware support services, technology and network communications;
• Strong analytical and problem-solving skills;
• Strong interpersonal skills;
• Excellent organizational and time management skills;
• Ability to work independently with minimal or no supervision;
• Eligible to work in Canada.

PREFERRED QUALIFICATIONS

• Microsoft certifications, such as Microsoft 365 Certified: Modern Desktop Administrator or Microsoft 365 Certified: Security Administrator, demonstrating expertise in Office 365 and ensuring up-to-date knowledge of the platform.
• Technical Proficiency: In-depth knowledge of the Microsoft Office 365 suite, including proficiency in configuring, troubleshooting, and optimizing various Office 365 applications, such as Outlook, Teams, SharePoint, and OneDrive.
• Security and Compliance Expertise: Understanding of Office 365 security features and compliance requirements.
• User Training and Support Skills: The ability to provide effective training and support to healthcare staff on how to use Office 365 tools efficiently. Strong communication and problem-solving skills to address user questions and issues.
• Experience with ServiceNow, Office 365, EPIC;
• Experience with powershell scripting and understanding of API’s.

The Technical Support Analyst I is accountable for delivering efficient and timely first tier technical support to employees across various hardware and software systems. This role involves engaging with users to diagnose and resolve issues, including troubleshooting, fault rectification, and proper escalation of complex problems. Additionally, the position ensures prompt resolution of user incidents, requests, and problems, while also assisting in evaluating hardware/software and recommending enhancements or upgrades to the IT infrastructure.