Job Description

Job Summary:
In accordance with the Mission, Vision and Values, and strategic directions of PHSA safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA\xe2\x80\x99s Agencies/Divisions/Services, and as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

The IT Analyst, Service Operations, provides technical tier 2 analysis of system issues and outages utilizing considerable knowledge of a networked computer environment and customer technologies through the analysis and diagnosis of problems and outages, and formulation of solutions to technical problems, and ensures assigned equipment and software, including security equipment, is operational to a defined standard. Verifies incidents are logged, documents mitigation strategies, prioritizes and escalates according to established procedures. The IT Analyst performs system administration tasks such as formulating solutions requiring considerable knowledge of the network/system, patching operating systems and applications, and executing various scripts.

Duties/Accountabilities:
1. Monitors infrastructure components and systems related to network, telephony, servers, storage, Microsoft Exchange, Server Operating Systems, Microsoft Active Directory, print, and security using management tools, including both formulating solutions and using vendor utilities; identifies issues (faults/exceptions), makes or recommends adjustments, and escalates issues or potential issues as required. Verifies all incidences are logged by methods such as reviewing system automated alerts for priority assignment, logs incidents and resolves or assigns to another team.

2. Responds to system incidents and other tickets via the service desk by performing tasks such as gathering information and feedback from user department, investigating and prioritizing incidents and tickets according to potential impact, analyzing and diagnosing problems and formulating solutions, escalating unresolved incidents and tickets as required, and communicating progress on tickets to the service desk, customers, and/or technical teams.

3. Analyzes intermediate technology problems and works with multidisciplinary specialists to resolve if required on more advanced issues.

4. Adapts existing, or creates new reports from data repositories for purpose of trending and analysis or inventory needs.

5. Develops system monitoring notifications by methods such as building, testing and implementing system alerts, utilizing technology vendor tools and knowledge of environmental conditions and how different technology components interact.

6. Documents all operations tasks in accordance with established procedures for the Technology Services team. Performs record keeping functions surrounding hardware such as inventories, equipment locations and other asset management information.

7. Develops and maintains technical support procedures in areas such as hardware and technical software operations and monitoring and issue remediation.

8. Provides training to users and technical advice and participates in planning for the installation of new/revised application systems, and provides work plans relating to the installation of hardware and software specific to systems implementations.

9. Participates in working groups for process improvement and projects.

10. Performs other related duties as required.

Qualifications:
Education, Training and Experience

• Grade 12, graduation from a recognized two (2) year computer systems technology diploma program plus three (3) years\xe2\x80\x99 recent related experience or an equivalent combination of education, training, and experience.

• Ability to type.
• Ability to communicate effectively both verbally and in writing.
• Ability to deal with others effectively.
• Ability to organize work.
• Ability to operate related equipment.
• Physical ability to carry out the duties of the position.