Job Description

Are you an experienced Systems Analyst seeking a rewarding career that cares for others, in an organization that cares for you? You\xe2\x80\x99re looking in the right place.

As a Systems Analyst, you will be responsible for providing techincal support by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues and tracking to completion. You will provide end-user, network and telecommunciation support. By applying your information technology experience \xe2\x80\x93 you will have the opportunity to play a key role in providing connected, accessible, patient-centred care \xe2\x80\x93 and be supported by our collaborative team that includes over 8,000 regulated health care and other professionals.

As a valued team member, your mission will be to help our patients be healthier at home, while you benefit from our supports for professional growth, personal wellness and work-life balance.

What will you do?

• Provide system support and escalation support for the helpdesk
• Receiving customer service requests for all network services, VoiP phones(Mitel) and supported desktop/laptop users via telephone, e-mail, voice mail, or walk-ins
• Resolving customer service requests over the telephone, through desktop consultation with users, and/or by using remote management software
• Provides incident and problem management support in accordance to established Technical Support SLA
• Lead investigations; perform root-cause analysis on IT problems; provide solutions using specific product knowledge, system utilities, and operating environment.
• Closing service requests with detailed information of the resolution documented in the SMA system
• Resolve issues related to workstation operating system, network connectivity, application errors and user login
• Build and configure PC and laptop workstations. Re-image workstations and use disk utility software for wiping disks.
• Perform Active Directory administrative tasks i.e. user, group and computer management.
• Facilitate, manage and initiate interactions between vendors, Ontario Health Digital Excellence and UHN Digital support teams on provincial applications such as CHRIS, HPG, PCC \xe2\x80\x93 RAI, WAN connectivity.
• When required, escalate problems and issues to product vendors and management, including services that exceed response time, repair time, lack of parts, or any other issue that could impact customer satisfaction
• Liaise with the Business Solutions team to provide technical or subject matter expertise on projects.
• Act as a technical lead where assigned on projects; implement system and application upgrades
• Manages Request for Change (RFC) preparation
• Supporting the following:

• LAN\\WAN networks.
• Mitel Voice-Over-IP telephone system. SIP Trunking Routing, call center, voice VLAN, programing Mitel phones and softphones.
• Dell laptops, desktops, servers, SAN, printers and networking hardware.
• Wired and Wireless LAN connectivity in the main offices and WWAN air cards in the community.
• Xerox Docushare document management systems.
• Windows-based servers including SQL, IIS, and Azure.
• Microsoft based client applications especially M365 including MS Teams and OneDrive
• Server backup systems.
• Azure active directory and cloud services.

What must you have?

• At minimum, completion of a 3 year community College program in a computer related field or recognized equivalent is required
• Minimum of three (3) years experience working in a support environment, managing medium to large scale environments (

500 systems) * Solid knowledge of networking, TCP/IP, patching with switches telecommunication operations, electronics and general maintenance, troubleshooting and repair of telecommunication equipment

• Experience with network design, configuration, and management
• Working knowledge of Microsoft Azure and/or other cloud-based technologies
• Ability to work varying shifts and On Call

What would give you the edge?

• Possess working knowledge of Information Technology Infrastructure Library (ITIL) principals / ITIL Foundation Required / ITIL Practitioner
• Microsoft certifications in Azure and Microsoft 365
• Proficiency working in a windows environment using Microsoft Office applications including Word, Outlook and the Internet. Experience with client databases or other applications used by Home and Community Care Support Services

What do we offer?

We know wellness is supported with work-life balance. In an inclusive culture committed to support your passion for continuous learning, growth and innovation, we offer:

• Attractive comprehensive compensation packages and benefits
• Valuable development opportunities
• Membership in a world class defined benefit pension plan

Who we are

We are Home and Community Care Support Services, ready to serve every person in Ontario. We partner with patients and caregivers, primary care providers, hospitals, long-term care and retirement homes, service providers and Ontario Health Teams, to deliver responsive, accessible, integrated, patient-centred care.

If you\xe2\x80\x99re interested in driving excellence in care and service delivery, and seeking an unparalleled opportunity to lead and learn, partner and connect, care and be cared for, this is your home.

Equity, Inclusion, Diversity and Anti-Racism Commitment

Home and Community Care Support Services is committed to a culture of equity, inclusion, diversity and anti-racism. We are committed to attracting, engaging and developing a workforce that reflects the diverse communities we serve. We welcome and encourage applications from all qualified applicants. Accommodations for persons with disabilities required during the recruitment process are available upon request.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

LHIN