Job Description

IT SUPPORT ANALYST

Status:

Regular full-time (1.0 FTE)

Reporting To:

IT Manager

Date Available:

Negotiable

Hours of Work:

7.75 hours per day, 38.75 hours per week

Exempt/Non-Exempt:

Non-Exempt

Shift Pattern:

Days/On Call

Program:

Corporate Services or Clinic Operational Services

Classification:

Program Specialist Level I

Salary:

$31.15- $41.02 per hour

Closing Date:

August 18, 2025

About Us

Mosaic Primary Care Network (PCN) provides a wide range of primary health care services in the northeast and southeast Calgary communities in partnership with a group of family doctors. Our talented interdisciplinary health care teams work together to provide services that best support patient needs.



We want YOU to bring your expertise to our growing team as we continue to develop solutions to meet the needs of our local community. If you have initiative, are resourceful, engage easily in teamwork, and most importantly, want to make a difference in healthcare, we want to hear from you!

Position Summary

The IT Support Analyst reports to the IT Manager and is integral to the operations and efficiencies of the MPCN. The IT Service Desk Analyst position's primary responsibility is to provide support and training to Mosaic Primary Care Network staff members and occasionally to physicians of member clinics. Additionally, this position performs routine network systems maintenance. Work items range from desktop support to routine network administration.



The IT Support Analyst will provide systematic reporting to upper management to make sure the portfolio is operating at its highest efficiency level.

Responsibilities

Key Responsibilities


IT support relating to technical issues involving core business applications and operating systems Support of disaster recovery solutions Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security Basic remote access solution implementation and support: VPN, Terminal Services, SSLVPN, etc. Monitor and manage system alerts and notifications, and respond accordingly through service tickets System documentation maintenance and review in different systems and locations Communication with staff/stakeholders as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages Deliver application training to Mosaic staff

Support Queue


Be the gateway for all the incoming tickets Assign cases from the support queue and escalate as needed Remotely assist clients with support needs Clearly communicate status on problems as well as resolution Exceed SLA guarantees to MPCN clients Clearly document all tasks Maintain high customer satisfaction Analyze tickets and provide reporting on systematic issues

Systems Maintenance


Virus/Malware removal Network scanning/printers Desktop application and operating system management Installation, configuration and troubleshooting Network connectivity Wired Wireless DHCP/DNS Smartphone management Active sync Meraki MDM iPhone, iPad, Android systems End user email management Email bounce back troubleshooting SPAM services Webmail User management Microsoft Active Directory/Exchange/O365 Add/Update/Delete Network file permissions Create and manage distribution lists Security Group concepts Backups Management of customer backup software Restore files including VSS previous version restores

Additional Duties and Responsibilities


Improve and maintain a high level of customer service, perception, and satisfaction Ability to work in a team and communicate effectively Work with the IT Infrastructure Analyst to ensure requests are routed to the proper resource to be resolved quickly and efficiently Escalate service requests that require engineer level support Enter all work as service tickets into the ticketing system

Qualifications & Requirements

Education and Experience


Degree in Computer Science or related field plus three (3) years of computer experience working within an enterprise support role; a diploma or certificate in computer science or related field plus five (5) years experience; or any equivalent combination of education, certification and experience. Minimum one year relevant experience working as an outside support resource or two years relevant experience working as an internal support resource 2-3 years of experience working within an IT Service Desk role. Experience within a professional services environment is considered an asset Experience working with Windows based systems, Microsoft Office, Office 365 and EMR systems. Experience working with networks, VPN solutions, Active Directory, cloud infrastructure and enterprise systems in general. Ability to troubleshoot and repair hardware and software issues

Skills


Positive attitude, excellent communications skills, and the ability to work in a fast paced and professional team-based environment Strong customer service background Ability to follow directions and work collaboratively Ability to prioritize and execute on a dynamic list of objectives Strong verbal and written communication skills Team player who can work with minimal supervision Ability to work a flexible schedule, which sometimes may include evening and or weekend hours as needed Possibility of travel (local only between Mosaic sites) Interpersonal skills: such as telephone skills, communication skills, active listening and customer-care Diagnosis skills of technical issues Ability to multi-task and adapt to changes quickly Technical awareness: ability to match resources to technical issues appropriately Service awareness of all organization's key IT services for which support is being provided Understanding of support tools, techniques, and how technology is used to provide IT services Self-motivated with the ability to work in a fast moving environment Basic understanding of networking principles: + Client Server networking
+ TCP/IP (Routing, DNS, DHCP)
+ Switching
Basic knowledge of wireless security and wireless client configuration Basic knowledge of Active Directory/Azure Active Directory; ability to perform basic user account administration Basic understanding of network firewalling/security technology General knowledge of server maintenance tasks: Backup software monitoring and troubleshooting Disk defragmentation Event log review Hardware monitoring tool review Corporate antivirus software experience Spyware removal experience Troubleshooting fundamentals; ability to break problems down and use a logical process of elimination Firm understanding of desktop hardware + Ability to diagnose hardware problems.
+ Familiarity with desktop hardware diagnostic tools
+ Understanding of RAID
Firm understanding of mobile device configurations and support Ability to follow complex detailed instructions to accomplish more complex tasks. Example: Desktop Deployment Guide

Assets

CompTIA A+ certification Cisco CCNA certifications are a plus Office 365 considered an asset

C

ompetencies

Practice Communication Excellence (Communication)


Plan and deliver oral and written communications respectfully and tactfully to make an impact and persuade an intended audience.

Build Community-Feeling (Teamwork)


Able to share due credit with coworkers, display enthusiasm, and team spirit and promote a friendly group working environment.

Advocate for Patient/Client (Patient/Client-Centricity)


Able to demonstrate a high level of patient/client service delivery in a respectful and caring manner.

Understand Values of Change (Adaptability)


Openness to different and new ways of doing things; willingness to modify one's preferred way of doing things with a positive attitude.

Embrace Culture and Diversity (Cultural Competency)


Developing positive attitudes towards diverse populations; gaining knowledge of different life practices and world views.

Act with Professionalism (Personal Effectiveness)


Takes personal responsibility for the quality and timeless or work and achieves results with little oversight.

Problem Solving


Ensures decisions are made based on policies, rules and organizational directives and solves the emerging problems.

Nurture and Practice Innovation (Innovation and Initiative)


Able to bring about great results from ordinary circumstances and able to challenge conventional practices playing with concepts and ideas to create novel solutions to problems.

Why Mosaic PCN

We provide a competitive benefits package for eligible employees including: comprehensive health and dental coverage, Health Care Spending Account (HCSA) / Taxable Spending Account (TSA), a group RRSP matching program, professional development opportunities, generous vacation and other paid time off, and more!

Conditions of Employment

Successful applicants must provide proof of qualifications and a current police information check (PIC) including vulnerable search at the applicant's expense. The results of the PIC may alter or revoke any offer made by Mosaic PCN.



We would like to thank all applicants for their interest and resumes. Please note, only those candidates chosen to proceed through the selection process will be contacted. No phone calls please.

This position is part of the bargaining unit covered by a collective agreement with Health Sciences Association of Alberta (HSAA).