%3Cdiv class=%22block__cell block__field--wide-rich-text%22 style=%22-webkit-text-stroke-width%5C:0px;background-color%5C:rgb(255, 255, 255);box-sizing%5C:border-box;color%5C:rgb(0, 0, 0);flex%5C:0 1 100%;font-family%5C:%26quot;Open Sans%26quot;, %26quot;Segoe UI%26quot;, Frutiger, %26quot;Frutiger Linotype%26quot;, %26quot;Dejavu Sans%26quot;, %26quot;Helvetica Neue%26quot;, Arial, sans-serif;font-size%5C:13.02px;font-style%5C:normal;font-variant-caps%5C:normal;font-variant-ligatures%5C:normal;font-weight%5C:400;letter-spacing%5C:normal;margin%5C:10px 0px 0px;orphans%5C:2;padding%5C:0px 25px 0px 0px;text-align%5C:start;text-decoration-color%5C:initial;text-decoration-style%5C:initial;text-decoration-thickness%5C:initial;text-indent%5C:0px;text-transform%5C:none;white-space%5C:normal;widows%5C:2;width%5C:802.333px;word-spacing%5C:0px;%22 data-bind=%22css%5C: %24component.getBlockCellCss(%24data, 0)%22%3E%3Cdiv class=%22block__field--wide-rich-text%22 style=%22flex-basis%5C:100%;%22 data-bind=%22attr%5C: {id%5C: %24data.name + %27-container%27,%0A class%5C:(%0A %24data.displayType === %27InputTextArea%27) ? %27block__field--full-width%27 %5C: %0A (%24data.displayType === %27InputRichText%27 %7C%7C %24data.name === %27descriptionExt%27 %7C%7C %24data.name === %27qualificationExt%27 %7C%7C%0A %24data.name === %27descriptionInt%27 %7C%7C %24data.name === %27qualificationInt%27) ? %27block__field--wide-rich-text%27 %5C:%0A %27block__field--edit%27}%22 id=%22descriptionExt-container%22%3E%3Coj-label class=%22block__field-label oj-label oj-component oj-complete%22 style=%22color%5C:black;display%5C:block;font-size%5C:0.929rem;font-weight%5C:normal;margin-bottom%5C:0.25em;overflow-wrap%5C:break-word;word-break%5C:break-word;%22 data-bind=%22attr%5C: {for%5C: %24data.name + %27-value%27, style %5C: %24data.labelStyle }%22 for=%22descriptionExt-value%22 id=%22ui-id-150%22%3E%3Cdiv class=%22oj-label-group%22 style=%22display%5C:inline-block;vertical-align%5C:bottom;%22%3E%3Clabel class=%22oj-component-initnode%22 data-oj-internal=%22%22 id=%22ui-id-150%7Clabel%22 for=%22descriptionExt-value%22%3E%3Cspan style=%22color%5C:rgb(0, 0, 0);font-family%5C:%26quot;helvetica neue%26quot;, arial, verdana, sans-serif;font-size%5C:0.929rem;font-style%5C:normal;font-weight%5C:bold;text-decoration%5C:none;%22 data-bind=%22html%5C: %24component.getLabel(%24data)%22%3EDescription - External%3C/span%3E%3C/label%3E%3C/div%3E%3C/oj-label%3E%3Cdiv class=%22oj-form-control block__field-rtfValue %22 style=%22margin-bottom%5C:5px;padding-bottom%5C:5px;vertical-align%5C:middle;%22 data-bind=%22attr%5C: {id%5C: %24data.name + %27-value%27, formFieldId%5C: %24data.name},%0A html%5C: %24component.getFieldValue(%24data)%22 id=%22descriptionExt-value%22 formfieldid=%22descriptionExt%22%3E%3Cp class=%22CM5%22 style=%22margin%5C:0px 0px 12px;text-align%5C:center;%22%3E%26nbsp;%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height%5C:15.624px;margin%5C:0px 0px 0in;%22%3E%3Cspan style=%22background-color%5C:rgb(255,255,255);color%5C:rgb(0,0,0);font-family%5C:Arial, Helvetica, sans-serif;font-size%5C:14px;%22%3E%3Cspan style=%22-webkit-text-stroke-width%5C:0px;display%5C:inline !important;float%5C:none;font-style%5C:normal;font-variant-caps%5C:normal;font-variant-ligatures%5C:normal;font-weight%5C:400;letter-spacing%5C:normal;orphans%5C:2;text-align%5C:start;text-decoration-color%5C:initial;text-decoration-style%5C:initial;text-decoration-thickness%5C:initial;text-indent%5C:0px;text-transform%5C:none;white-space%5C:normal;widows%5C:2;word-spacing%5C:0px;%22%3EBayshore HealthCare is one of the Canada’s leading providers of home and community health care services and is a privately owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada’s Best Managed Companies Program every year since 2006. In 2015, Bayshore achieved the designation for Best Practice Spotlight Organization from the Registered Nurses’ Association of Ontario. Bayshore Healthcare is also recognized as Canada’s Best Employers in Forbes 2023 list.%3C/span%3E%3C/span%3E%3Cbr%3E%26nbsp;%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height%5C:15.624px;margin%5C:0px 0px 0in;%22%3E%3Cspan style=%22background-color%5C:rgb(255,255,255);color%5C:rgb(0,0,0);font-family%5C:Arial, Helvetica, sans-serif;font-size%5C:14px;%22%3E%3Cspan style=%22-webkit-text-stroke-width%5C:0px;display%5C:inline !important;float%5C:none;font-style%5C:normal;font-variant-caps%5C:normal;font-variant-ligatures%5C:normal;font-weight%5C:400;letter-spacing%5C:normal;orphans%5C:2;text-align%5C:start;text-decoration-color%5C:initial;text-decoration-style%5C:initial;text-decoration-thickness%5C:initial;text-indent%5C:0px;text-transform%5C:none;white-space%5C:normal;widows%5C:2;word-spacing%5C:0px;%22%3E%3Cstrong%3EPosition Summary%5C:%3C/strong%3E%3C/span%3E%3C/span%3E%3Cbr%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3EThe Technical Support Analyst is responsible for providing technical and operational IT leadership at the local branch level within the BHCS division. This role acts as the first point of contact for all first and second level escalations of branch technology issues and support. %26nbsp;%3C/span%3E%3C/p%3E%3Cp style=%22margin%5C:0px 0px 12px;%22%3E%3Cspan style=%22color%5C:black;%22%3EThis role will collaborate with the ISSU/TSA Manager, Manager Branch Support and NSC IT to ensure all issues are tracked and resolved, and if appropriate, escalated within a timely manner. %26nbsp;In addition, they will work with their Area Directors to identify roadblocks within their branches for a swift resolution.%3C/span%3E%3C/p%3E%3Cp style=%22margin%5C:0px 0px 12px;%22%3E%3Cspan style=%22color%5C:black;%22%3EThe individual will have the opportunity to solve complex incident escalations and be involved with a variety of projects and tasks that contribute directly to the BHCS branch’s growth. This position will work in the office 5 days a week in the Vaughan office.%3C/span%3E%3C/p%3E%3Cp style=%22margin%5C:0px 0px 12px;%22%3E%3Cspan style=%22color%5C:black;%22%3E%3Cstrong%3EDuties And Responsibilities%3C/strong%3E%3C/span%3E%3C/p%3E%3Cp style=%22margin%5C:0px 0px 12px;%22%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Responsible for the ongoing operation, administration, and support of computer systems, desktop software, and enterprise applications across your assigned branches.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Manage the lifecycle of IT equipment (laptops, phones, desktops, peripherals, printers, servers etc.) from procurement to disposal in compliance with Bayshore’s IT asset management processes.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Follow enterprise documented technical procedures, policies and standard processes related to IT Operations.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Configure, test, distribute, maintain, and troubleshoot desktop/laptop equipment, smartphones, printers, software, and peripherals.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Identify technical issues with accounts and escalate issues, if required, and/or report to TSA/ISSU Manager and Manager, Branch Support for resolution.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Ensure Service Level Agreements (SLAs) are being met by investigating and monitoring incidents and requests to be completed via the ticketing tool (Service Now).%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Assess system configuration needs based on technical trends and branch user feedback and report to manager for review. Recommends laptop %26amp; smartphone image enhancements to simplify and enhance field staff experience.%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Maintains awareness of evolving technical and branch business capabilities and needs.%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Work with Operations Team, Transformation Team, Branch Leadership and NSC IT to plan implementation and integration of new technologies when necessary.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Responsible for documenting processes and following SOPs.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Act as the main point of contact for all escalations of IT issues across the branches and resolve in a timely manner.%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Provide exceptional customer service to all employees, ensuring that the highest level of customer satisfaction is achieved.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Build strong relationships with Area Directors and branch employees to ensure IT processes and capabilities are well integrated and remain agile with branches’ growth plans.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Adheres to defined Bayshore IT Service Management processes – change, incident, knowledge, problem, request, and service level management.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Collaborates with Operations %26amp; Transformation Teams, Area Directors and IT Business Office on key projects, and ensures alignment of activities, field staff experience and technical approach.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Participate in ongoing internal and/or external continuing education activities.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Adhere to Bayshore Policies and Procedures.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Participate in proactive Health %26amp; Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health %26amp; Safety risks or concerns.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Additional duties as assigned by TSA/ISSU Manager and/or Area Director as assigned.%3C/span%3E%3C/p%3E%3Cp style=%22margin%5C:0px 0px 12px;%22%3E%3Cspan style=%22color%5C:black;%22%3EOther Responsibilities%5C:%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Must be willing to travel to various locations within the branch geography for IT support or project support as required.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Complete other tasks as requested.%3C/span%3E%3C/p%3E%3Cp style=%22margin%5C:0px 0px 12px;%22%3E%3Cspan style=%22color%5C:black;%22%3E%3Cstrong%3EREPORTING RELATIONSHIP%26nbsp;%3C/strong%3E%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3EThe Branch Technical Support Analyst reports to the Local Area Director with a strong dotted line reporting relationship to the TSA/ISSU Manager.%3C/span%3E%3Cbr%3E%26nbsp;%3C/p%3E%3C/div%3E%3C/div%3E%3C/div%3E%3Cdiv class=%22block__field--line-break%22 style=%22-webkit-text-stroke-width%5C:0px;background-color%5C:rgb(255, 255, 255);color%5C:rgb(0, 0, 0);flex-basis%5C:100%;font-family%5C:%26quot;Open Sans%26quot;, %26quot;Segoe UI%26quot;, Frutiger, %26quot;Frutiger Linotype%26quot;, %26quot;Dejavu Sans%26quot;, %26quot;Helvetica Neue%26quot;, Arial, sans-serif;font-size%5C:13.02px;font-style%5C:normal;font-variant-caps%5C:normal;font-variant-ligatures%5C:normal;font-weight%5C:400;height%5C:0px;letter-spacing%5C:normal;orphans%5C:2;text-align%5C:start;text-decoration-color%5C:initial;text-decoration-style%5C:initial;text-decoration-thickness%5C:initial;text-indent%5C:0px;text-transform%5C:none;white-space%5C:normal;widows%5C:2;word-spacing%5C:0px;%22%3E%26nbsp;%3C/div%3E%3Cdiv class=%22block__cell block__field--wide-rich-text%22 style=%22-webkit-text-stroke-width%5C:0px;background-color%5C:rgb(255, 255, 255);box-sizing%5C:border-box;color%5C:rgb(0, 0, 0);flex%5C:0 1 100%;font-family%5C:%26quot;Open Sans%26quot;, %26quot;Segoe UI%26quot;, Frutiger, %26quot;Frutiger Linotype%26quot;, %26quot;Dejavu Sans%26quot;, %26quot;Helvetica Neue%26quot;, Arial, sans-serif;font-size%5C:13.02px;font-style%5C:normal;font-variant-caps%5C:normal;font-variant-ligatures%5C:normal;font-weight%5C:400;letter-spacing%5C:normal;margin%5C:10px 0px 0px;orphans%5C:2;padding%5C:0px 25px 0px 0px;text-align%5C:start;text-decoration-color%5C:initial;text-decoration-style%5C:initial;text-decoration-thickness%5C:initial;text-indent%5C:0px;text-transform%5C:none;white-space%5C:normal;widows%5C:2;width%5C:802.333px;word-spacing%5C:0px;%22 data-bind=%22css%5C: %24component.getBlockCellCss(%24data, 0)%22%3E%3Cdiv class=%22block__field--wide-rich-text%22 style=%22flex-basis%5C:100%;%22 data-bind=%22attr%5C: {id%5C: %24data.name + %27-container%27,%0A class%5C:(%0A %24data.displayType === %27InputTextArea%27) ? %27block__field--full-width%27 %5C: %0A (%24data.displayType === %27InputRichText%27 %7C%7C %24data.name === %27descriptionExt%27 %7C%7C %24data.name === %27qualificationExt%27 %7C%7C%0A %24data.name === %27descriptionInt%27 %7C%7C %24data.name === %27qualificationInt%27) ? %27block__field--wide-rich-text%27 %5C:%0A %27block__field--edit%27}%22 id=%22qualificationExt-container%22%3E%3Coj-label class=%22block__field-label oj-label oj-component oj-complete%22 style=%22color%5C:black;display%5C:block;font-size%5C:0.929rem;font-weight%5C:normal;margin-bottom%5C:0.25em;overflow-wrap%5C:break-word;word-break%5C:break-word;%22 data-bind=%22attr%5C: {for%5C: %24data.name + %27-value%27, style %5C: %24data.labelStyle }%22 for=%22qualificationExt-value%22 id=%22ui-id-151%22%3E%3Cdiv class=%22oj-label-group%22 style=%22display%5C:inline-block;vertical-align%5C:bottom;%22%3E%3Clabel class=%22oj-component-initnode%22 data-oj-internal=%22%22 id=%22ui-id-151%7Clabel%22 for=%22qualificationExt-value%22%3E%3Cspan style=%22color%5C:rgb(0, 0, 0);font-family%5C:%26quot;helvetica neue%26quot;, arial, verdana, sans-serif;font-size%5C:0.929rem;font-style%5C:normal;font-weight%5C:bold;text-decoration%5C:none;%22 data-bind=%22html%5C: %24component.getLabel(%24data)%22%3EQualifications - External%3C/span%3E%3C/label%3E%3C/div%3E%3C/oj-label%3E%3Cdiv class=%22oj-form-control block__field-rtfValue %22 style=%22margin-bottom%5C:5px;padding-bottom%5C:5px;vertical-align%5C:middle;%22 data-bind=%22attr%5C: {id%5C: %24data.name + %27-value%27, formFieldId%5C: %24data.name},%0A html%5C: %24component.getFieldValue(%24data)%22 id=%22qualificationExt-value%22 formfieldid=%22qualificationExt%22%3E%3Cp style=%22margin%5C:0px 0px 12px;%22%3E%26nbsp;%3C/p%3E%3C/div%3E%3C/div%3E%3C/div%3E %3Cdiv class=%22block__cell block__field--wide-rich-text%22 style=%22-webkit-text-stroke-width%5C:0px;background-color%5C:rgb(255, 255, 255);box-sizing%5C:border-box;color%5C:rgb(0, 0, 0);flex%5C:0 1 100%;font-family%5C:%26quot;Open Sans%26quot;, %26quot;Segoe UI%26quot;, Frutiger, %26quot;Frutiger Linotype%26quot;, %26quot;Dejavu Sans%26quot;, %26quot;Helvetica Neue%26quot;, Arial, sans-serif;font-size%5C:13.02px;font-style%5C:normal;font-variant-caps%5C:normal;font-variant-ligatures%5C:normal;font-weight%5C:400;letter-spacing%5C:normal;margin%5C:10px 0px 0px;orphans%5C:2;padding%5C:0px 25px 0px 0px;text-align%5C:start;text-decoration-color%5C:initial;text-decoration-style%5C:initial;text-decoration-thickness%5C:initial;text-indent%5C:0px;text-transform%5C:none;white-space%5C:normal;widows%5C:2;width%5C:802.333px;word-spacing%5C:0px;%22 data-bind=%22css%5C: %24component.getBlockCellCss(%24data, 0)%22%3E%3Cdiv class=%22block__field--wide-rich-text%22 style=%22flex-basis%5C:100%;%22 data-bind=%22attr%5C: {id%5C: %24data.name + %27-container%27,%0A class%5C:(%0A %24data.displayType === %27InputTextArea%27) ? %27block__field--full-width%27 %5C: %0A (%24data.displayType === %27InputRichText%27 %7C%7C %24data.name === %27descriptionExt%27 %7C%7C %24data.name === %27qualificationExt%27 %7C%7C%0A %24data.name === %27descriptionInt%27 %7C%7C %24data.name === %27qualificationInt%27) ? %27block__field--wide-rich-text%27 %5C:%0A %27block__field--edit%27}%22 id=%22descriptionExt-container%22%3E%3Coj-label class=%22block__field-label oj-label oj-component oj-complete%22 style=%22color%5C:black;display%5C:block;font-size%5C:0.929rem;font-weight%5C:normal;margin-bottom%5C:0.25em;overflow-wrap%5C:break-word;word-break%5C:break-word;%22 data-bind=%22attr%5C: {for%5C: %24data.name + %27-value%27, style %5C: %24data.labelStyle }%22 for=%22descriptionExt-value%22 id=%22ui-id-150%22%3E%3Cdiv class=%22oj-label-group%22 style=%22display%5C:inline-block;vertical-align%5C:bottom;%22%3E%3Clabel class=%22oj-component-initnode%22 data-oj-internal=%22%22 id=%22ui-id-150%7Clabel%22 for=%22descriptionExt-value%22%3E%3Cspan style=%22color%5C:rgb(0, 0, 0);font-family%5C:%26quot;helvetica neue%26quot;, arial, verdana, sans-serif;font-size%5C:0.929rem;font-style%5C:normal;font-weight%5C:bold;text-decoration%5C:none;%22 data-bind=%22html%5C: %24component.getLabel(%24data)%22%3EDescription - External%3C/span%3E%3C/label%3E%3C/div%3E%3C/oj-label%3E%3Cdiv class=%22oj-form-control block__field-rtfValue %22 style=%22margin-bottom%5C:5px;padding-bottom%5C:5px;vertical-align%5C:middle;%22 data-bind=%22attr%5C: {id%5C: %24data.name + %27-value%27, formFieldId%5C: %24data.name},%0A html%5C: %24component.getFieldValue(%24data)%22 id=%22descriptionExt-value%22 formfieldid=%22descriptionExt%22%3E%3Cp class=%22CM5%22 style=%22margin%5C:0px 0px 12px;text-align%5C:center;%22%3E%26nbsp;%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height%5C:15.624px;margin%5C:0px 0px 0in;%22%3E%3Cspan style=%22background-color%5C:rgb(255,255,255);color%5C:rgb(0,0,0);font-family%5C:Arial, Helvetica, sans-serif;font-size%5C:14px;%22%3E%3Cspan style=%22-webkit-text-stroke-width%5C:0px;display%5C:inline !important;float%5C:none;font-style%5C:normal;font-variant-caps%5C:normal;font-variant-ligatures%5C:normal;font-weight%5C:400;letter-spacing%5C:normal;orphans%5C:2;text-align%5C:start;text-decoration-color%5C:initial;text-decoration-style%5C:initial;text-decoration-thickness%5C:initial;text-indent%5C:0px;text-transform%5C:none;white-space%5C:normal;widows%5C:2;word-spacing%5C:0px;%22%3EBayshore HealthCare is one of the Canada’s leading providers of home and community health care services and is a privately owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada’s Best Managed Companies Program every year since 2006. In 2015, Bayshore achieved the designation for Best Practice Spotlight Organization from the Registered Nurses’ Association of Ontario. Bayshore Healthcare is also recognized as Canada’s Best Employers in Forbes 2023 list.%3C/span%3E%3C/span%3E%3Cbr%3E%26nbsp;%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height%5C:15.624px;margin%5C:0px 0px 0in;%22%3E%3Cspan style=%22background-color%5C:rgb(255,255,255);color%5C:rgb(0,0,0);font-family%5C:Arial, Helvetica, sans-serif;font-size%5C:14px;%22%3E%3Cspan style=%22-webkit-text-stroke-width%5C:0px;display%5C:inline !important;float%5C:none;font-style%5C:normal;font-variant-caps%5C:normal;font-variant-ligatures%5C:normal;font-weight%5C:400;letter-spacing%5C:normal;orphans%5C:2;text-align%5C:start;text-decoration-color%5C:initial;text-decoration-style%5C:initial;text-decoration-thickness%5C:initial;text-indent%5C:0px;text-transform%5C:none;white-space%5C:normal;widows%5C:2;word-spacing%5C:0px;%22%3E%3Cstrong%3EPosition Summary%5C:%3C/strong%3E%3C/span%3E%3C/span%3E%3Cbr%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3EThe Technical Support Analyst is responsible for providing technical and operational IT leadership at the local branch level within the BHCS division. This role acts as the first point of contact for all first and second level escalations of branch technology issues and support. %26nbsp;%3C/span%3E%3C/p%3E%3Cp style=%22margin%5C:0px 0px 12px;%22%3E%3Cspan style=%22color%5C:black;%22%3EThis role will collaborate with the ISSU/TSA Manager, Manager Branch Support and NSC IT to ensure all issues are tracked and resolved, and if appropriate, escalated within a timely manner. %26nbsp;In addition, they will work with their Area Directors to identify roadblocks within their branches for a swift resolution.%3C/span%3E%3C/p%3E%3Cp style=%22margin%5C:0px 0px 12px;%22%3E%3Cspan style=%22color%5C:black;%22%3EThe individual will have the opportunity to solve complex incident escalations and be involved with a variety of projects and tasks that contribute directly to the BHCS branch’s growth. This position will work in the office 5 days a week in the Vaughan office.%3C/span%3E%3C/p%3E%3Cp style=%22margin%5C:0px 0px 12px;%22%3E%3Cspan style=%22color%5C:black;%22%3E%3Cstrong%3EDuties And Responsibilities%3C/strong%3E%3C/span%3E%3C/p%3E%3Cp style=%22margin%5C:0px 0px 12px;%22%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Responsible for the ongoing operation, administration, and support of computer systems, desktop software, and enterprise applications across your assigned branches.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Manage the lifecycle of IT equipment (laptops, phones, desktops, peripherals, printers, servers etc.) from procurement to disposal in compliance with Bayshore’s IT asset management processes.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Follow enterprise documented technical procedures, policies and standard processes related to IT Operations.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Configure, test, distribute, maintain, and troubleshoot desktop/laptop equipment, smartphones, printers, software, and peripherals.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Identify technical issues with accounts and escalate issues, if required, and/or report to TSA/ISSU Manager and Manager, Branch Support for resolution.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Ensure Service Level Agreements (SLAs) are being met by investigating and monitoring incidents and requests to be completed via the ticketing tool (Service Now).%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Assess system configuration needs based on technical trends and branch user feedback and report to manager for review. Recommends laptop %26amp; smartphone image enhancements to simplify and enhance field staff experience.%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Maintains awareness of evolving technical and branch business capabilities and needs.%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Work with Operations Team, Transformation Team, Branch Leadership and NSC IT to plan implementation and integration of new technologies when necessary.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Responsible for documenting processes and following SOPs.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Act as the main point of contact for all escalations of IT issues across the branches and resolve in a timely manner.%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Provide exceptional customer service to all employees, ensuring that the highest level of customer satisfaction is achieved.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Build strong relationships with Area Directors and branch employees to ensure IT processes and capabilities are well integrated and remain agile with branches’ growth plans.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Adheres to defined Bayshore IT Service Management processes – change, incident, knowledge, problem, request, and service level management.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Collaborates with Operations %26amp; Transformation Teams, Area Directors and IT Business Office on key projects, and ensures alignment of activities, field staff experience and technical approach.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Participate in ongoing internal and/or external continuing education activities.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Adhere to Bayshore Policies and Procedures.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Participate in proactive Health %26amp; Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health %26amp; Safety risks or concerns.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Additional duties as assigned by TSA/ISSU Manager and/or Area Director as assigned.%3C/span%3E%3C/p%3E%3Cp style=%22margin%5C:0px 0px 12px;%22%3E%3Cspan style=%22color%5C:black;%22%3EOther Responsibilities%5C:%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Must be willing to travel to various locations within the branch geography for IT support or project support as required.%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Complete other tasks as requested.%3C/span%3E%3C/p%3E%3Cp style=%22margin%5C:0px 0px 12px;%22%3E%3Cspan style=%22color%5C:black;%22%3E%3Cstrong%3EREPORTING RELATIONSHIP%26nbsp;%3C/strong%3E%3C/span%3E%3Cbr%3E%3Cspan style=%22color%5C:black;%22%3EThe Branch Technical Support Analyst reports to the Local Area Director with a strong dotted line reporting relationship to the TSA/ISSU Manager.%3C/span%3E%3Cbr%3E%26nbsp;%3C/p%3E%3C/div%3E%3C/div%3E%3C/div%3E%3Cdiv class=%22block__field--line-break%22 style=%22-webkit-text-stroke-width%5C:0px;background-color%5C:rgb(255, 255, 255);color%5C:rgb(0, 0, 0);flex-basis%5C:100%;font-family%5C:%26quot;Open Sans%26quot;, %26quot;Segoe UI%26quot;, Frutiger, %26quot;Frutiger Linotype%26quot;, %26quot;Dejavu Sans%26quot;, %26quot;Helvetica Neue%26quot;, Arial, sans-serif;font-size%5C:13.02px;font-style%5C:normal;font-variant-caps%5C:normal;font-variant-ligatures%5C:normal;font-weight%5C:400;height%5C:0px;letter-spacing%5C:normal;orphans%5C:2;text-align%5C:start;text-decoration-color%5C:initial;text-decoration-style%5C:initial;text-decoration-thickness%5C:initial;text-indent%5C:0px;text-transform%5C:none;white-space%5C:normal;widows%5C:2;word-spacing%5C:0px;%22%3E%26nbsp;%3C/div%3E%3Cdiv class=%22block__cell block__field--wide-rich-text%22 style=%22-webkit-text-stroke-width%5C:0px;background-color%5C:rgb(255, 255, 255);box-sizing%5C:border-box;color%5C:rgb(0, 0, 0);flex%5C:0 1 100%;font-family%5C:%26quot;Open Sans%26quot;, %26quot;Segoe UI%26quot;, Frutiger, %26quot;Frutiger Linotype%26quot;, %26quot;Dejavu Sans%26quot;, %26quot;Helvetica Neue%26quot;, Arial, sans-serif;font-size%5C:13.02px;font-style%5C:normal;font-variant-caps%5C:normal;font-variant-ligatures%5C:normal;font-weight%5C:400;letter-spacing%5C:normal;margin%5C:10px 0px 0px;orphans%5C:2;padding%5C:0px 25px 0px 0px;text-align%5C:start;text-decoration-color%5C:initial;text-decoration-style%5C:initial;text-decoration-thickness%5C:initial;text-indent%5C:0px;text-transform%5C:none;white-space%5C:normal;widows%5C:2;width%5C:802.333px;word-spacing%5C:0px;%22 data-bind=%22css%5C: %24component.getBlockCellCss(%24data, 0)%22%3E%3Cdiv class=%22block__field--wide-rich-text%22 style=%22flex-basis%5C:100%;%22 data-bind=%22attr%5C: {id%5C: %24data.name + %27-container%27,%0A class%5C:(%0A %24data.displayType === %27InputTextArea%27) ? 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QUALIFICATIONS
Education
• Completion of a college diploma/degree in Information Technology/Computer Science or a related field – or a combination of education, training and experience deemed equivalent.
• Microsoft technical certifications preferred (A+, Network+, MCSA, MCSE etc.)
• ITIL v3/v4 Foundation certificate preferred.
Experience
• Minimum 2-3 years’ experience with IT Infrastructure and Desktop Support Services.
• Active Directory Knowledge, structure, and management of user accounts throughout employee’s lifecycle.
• Knowledge and experience working with VDI such as Citrix.
• Experience with ticket management tools such as Remedy, Service Now etc.
• Proficiency in Procura, and other healthcare business applications is an asset.
• Technical knowledge and ability to support all end user hardware and software such as printing devices, mobile hardware (iPhones, Android etc.) and laptop/desktop hardware.
• Experience in using MDM services such as Intune.
• Office 365 knowledge and administration.
• Understanding of VoIP, analog phone lines, VPN, and end user security
• Demonstrated understanding of operating systems, network technologies, firewalls, and routers.
STANDARDS OF PERFORMANCE
The Branch Technical Support Analyst must demonstrate ongoing competencies in completing all expected tasks and duties as detailed in this job description as well as specific goals and objectives that are agreed to.
PERFORMANCE REVIEW
Performance will be reviewed on an ongoing basis with a formal review by the end of the three-month probationary period and subsequently, on at least an annual basis Input will be sought from the employee, Supervisor, and the National Service Centre and, in addition, will be based on ongoing client feedback and the extent to which performance meets expectations.
QUALIFICATIONS
Education
• Completion of a college diploma/degree in Information Technology/Computer Science or a related field – or a combination of education, training and experience deemed equivalent.
• Microsoft technical certifications preferred (A+, Network+, MCSA, MCSE etc.)
• ITIL v3/v4 Foundation certificate preferred.
Experience
• Minimum 2-3 years’ experience with IT Infrastructure and Desktop Support Services.
• Active Directory Knowledge, structure, and management of user accounts throughout employee’s lifecycle.
• Knowledge and experience working with VDI such as Citrix.
• Experience with ticket management tools such as Remedy, Service Now etc.
• Proficiency in Procura, and other healthcare business applications is an asset.
• Technical knowledge and ability to support all end user hardware and software such as printing devices, mobile hardware (iPhones, Android etc.) and laptop/desktop hardware.
• Experience in using MDM services such as Intune.
• Office 365 knowledge and administration.
• Understanding of VoIP, analog phone lines, VPN, and end user security
• Demonstrated understanding of operating systems, network technologies, firewalls, and routers.
STANDARDS OF PERFORMANCE
The Branch Technical Support Analyst must demonstrate ongoing competencies in completing all expected tasks and duties as detailed in this job description as well as specific goals and objectives that are agreed to.
PERFORMANCE REVIEW
Performance will be reviewed on an ongoing basis with a formal review by the end of the three-month probationary period and subsequently, on at least an annual basis Input will be sought from the employee, Supervisor, and the National Service Centre and, in addition, will be based on ongoing client feedback and the extent to which performance meets expectations.
