About The Ottawa Hospital

The Ottawa Hospital (TOH) is one of Canada's largest learning and research multi-campus hospitals. With more than 1,400 beds and approximately 17,000 staff, physicians, residents and volunteers, we deliver specialized care to the Eastern Ontario, Western Quebec and Eastern Nunavut regions. At The Ottawa Hospital, we don't just serve our community, we belong to the community. That insight is at the heart of our ambitious plan to reshape the future of healthcare for our community.

From the compassion of our people to the relentless pursuit of new discoveries, The Ottawa Hospital never stops seeking innovative solutions to the most complex health care challenges while continually engaging with the community to support our vision to provide each patient with the kind of care and compassion we would want for our loved ones.

Working together with its research institute, the University of Ottawa, and other partners, the hospital is continually gaining national and international recognition for high-quality patient care, teaching and research, while striving to meet the needs of the culturally diverse community we serve.

Position Information

Technical Support Analyst I is accountable for delivering efficient and timely first tier technical support to employees across various hardware and software systems. This role involves engaging with users to diagnose and resolve issues, including troubleshooting, fault rectification, and proper escalation of complex problems. 

Additionally, the position ensures prompt resolution of user incidents, requests, and problems, while also assisting in evaluating hardware/software and recommending enhancements or upgrades to the IT infrastructure.

This position will be across all three campuses.

Rotation/Shifts

Days, 8 hour shifts.

*For information purposes only - The Hospital reserves the right to change.

What you will do

The Technical Support Analyst I is accountable for delivering efficient and timely first tier technical support to employees across various hardware and software systems. This role involves engaging with users to diagnose and resolve issues, including troubleshooting, fault rectification, and proper escalation of complex problems. Additionally, the position ensures prompt resolution of user incidents, requests, and problems, while also assisting in evaluating hardware/software and recommending enhancements or upgrades to the IT infrastructure.

Basic Requirements

• College diploma or equivalent experience in a related field;
• Three (3) years experience in a computer technical environment;
• Excellent customer service skills including patience and diplomacy;
• Knowledgeable in HelpDesk best practices;
• Team player with demonstrated commitment to service excellence;
• Knowledge of Microsoft's Windows operating system environment;
• Experience in computer hardware support services, technology and network communications;
• Strong analytical and problem-solving skills;
• Strong interpersonal skills;
• Excellent organizational and time management skills;
• Ability to work independently with minimal or no supervision;
• Eligible to work in Canada.

Preferred Qualifications

• Microsoft certifications, such as Microsoft 365 Certified: Modern Desktop Administrator or Microsoft 365 Certified: Security Administrator, demonstrating expertise in Office 365 and ensuring up-to-date knowledge of the platform.
• Technical Proficiency: In-depth knowledge of the Microsoft Office 365 suite, including proficiency in configuring, troubleshooting, and optimizing various Office 365 applications, such as Outlook, Teams, SharePoint, and OneDrive.
• Security and Compliance Expertise: Understanding of Office 365 security features and compliance requirements.
• User Training and Support Skills: The ability to provide effective training and support to healthcare staff on how to use Office 365 tools efficiently. Strong communication and problem-solving skills to address user questions and issues. 
• Experience with ServiceNow, Office 365, EPIC;
• Experience with powershell scripting and understanding of API's.
  

What you can expect from us

Interested? Apply today!

If you are passionate about what you do, motivated by improving the health of the community, excited by leading-edge medical technology, and as committed to excellence, quality and patient safety as we are, we would like to hear from you. Please submit an on-line application for the position you are interested in. We thank all those who apply but only those selected for further consideration will be contacted.

The Ottawa Hospital is an equal opportunity employer and is committed to providing an inclusive work environment. Candidates are encouraged to request accommodations throughout all stages of the recruitment process. These accommodation requests will be kept confidential. To request an accommodation or if you have any questions regarding accessibility, please contact ***@toh.ca 🔒 Premium.