IT Support Analyst

IT Support Analyst

Mohawk Medbuy Corporation (MMC) is a national, not-for-profit, shared services organization that supports hundreds of health care providers across Canada, as well as child welfare agencies and other public sector organizations. MMC provides value-driven contracting and procurement solutions for medical/surgical supplies, pharmaceutical products, local sourcing, capital (equipment, FF&E and redevelopment) and nutrition solutions. Other services include data analytics, in-hospital support, warehousing/logistics, technology, procure-to-pay, and accounts payable.

MMC is actively supporting the creation of a resilient value chain that incorporates environmental social, and economic wellbeing – and fosters the participation of Indigenous businesses. Based in Burlington, ON, MMC operates regional hubs in Toronto, Thunder Bay, Kingston, Brantford and London as well as a hub and distribution centre in Oakville.

We are currently recruiting for a full-time IT Support Analyst to support our IT team. This is a hybrid role with 3 days in the office at Burlington MMC office location.

Position Overview

Key Responsibilities

• Be the first point of contact on any IT issues by responding to telephone calls, emails, and voicemails for technical support and “how to” support in a timely manner.
• Document, log and track all IT issues and requests using ticketing application.
• Managing escalations and retaining problem ownership (track call, remote control, and research and update knowledgebase).
• Identifying, researching, troubleshooting and resolving technical problems on any related application or hardware; Install, configure, maintain, test and support new applications
• Keep users informed on the status and progress of their IT issues and provide timely communications and follow up
• Troubleshoot desktop and system problems, diagnose and solve hardware or software/ problems; Provide solution(s)/work around(s) to incidents and problems.
• Working with vendors as necessary on purchases, RMA’s and to resolve application and hardware error issues.
• Install, configure, maintain, test and support new applications
• Deployment and setup of various IT devices (PCs/laptops/mobile phones/printers/wireless printers).
• Contribute to polices, processes and procedures.
• Work with a variety of business and technical teams to enhance service.
• Providing one-on-one knowledge transfer to team members for specific hardware and software issues.
• Escalating and liaising with other IT teams to resolve problems.
• Trend analysis - looking for common problem issues and developing tools to resolve
• Directing end users to appropriate self-support tools and/or handouts.
• Providing remote access support.
• Coordinating equipment moves including new hires and departures i.e. removing old equipment and performing data migration to new machines.
• Keep up to date with advancements in technology.
• Basic Windows System Administration Level 1 & 2; Microsoft Active Directory administration and Support; Email Administration on Microsoft Exchange in Office365; Microsoft Teams, OneDrive, and SharePoint Support.

Qualifications and Skills

• Minimum of 3 years of related experience preferably in a professional services environment
• Experience within IT service delivery/support
• Exceptional Customer Service skills
• College diploma in Computer Systems, Systems Administration, or related technical discipline;
• Proven analytical problem solving skills; ability to troubleshoot and resolve application problems
• Excellent interpersonal skills and telephone manners; ability to correspond with staff as well as create end user documentation
• Ability to transfer knowledge in an efficient, pleasant, and effective way using a variety of techniques
• Patience, flexibility and an ability to deal with and manage difficult situations.
• Capacity to adapt to different work schedules (week, weekends and statutory holidays).
• Willingness to learn new software applications.
• High Standard of Incident and Problem management
• Past experience using helpdesk applications
• Experience in Incident Trending and analysis
• Strong Windows desktop operating systems support experience
• Apple operating system and hardware (IOS)
• Develop a strong support knowledge of corporate defined applications
• Microsoft Office 365 Support Experience (Office, Outlook, Teams, OneDrive, SharePoint)
• Active Directory Support Experience
• Mobile Device Management (MDM) administration
• Networking Support Experience (trouble shooting, TCP/IP and general WAN/ LAN trouble shooting)
• Understanding of ITIL processes (ITIL Certified)
• Excellent troubleshooting and problem-solving skills

Travel

• Ability to travel to Mohawk Medbuy offices if required.

As a condition of employment, you are required to submit proof of full COVID-19 vaccination to Human Resources.

Mohawk Medbuy is a HOOPP employer offering a competitive salary, comprehensive benefits package and flexible remote work policy.

Qualified candidates with a desire to join our innovative team are invited to submit their application.

We thank all applicants for their interest; however, only those selected for an interview will be contacted. If contacted for an interview, please inform us should any accommodation be required. Mohawk Medbuy is committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA).