IT Support Analyst - Health Care Customer Onsite

Welcome to Simnet Inc., a dynamic and rapidly growing technology company that is revolutionizing the way businesses operate. We are currently seeking talented individuals to join our team and help us continue our mission of creating innovative solutions that make a real difference in our client’s lives.

The Level I IT Support Analyst’s role is to ensure proper computer operation, so that end users, in a health care environment can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

Key Responsibilities

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Deploy pre-packaged software using distribution tools and processes as requested by end users.
• Use remote tools and diagnostic utilities to aid in troubleshooting and perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Understanding of basic VoIP principles.
• Conduct operating system patches and upgrades.

Benefits

• Extended health and dental care: We provide extended health and dental care benefits, helping employees save money on medical expenses and promote good health practices.
• Group RRSP matching program: Simnet offers a group RRSP matching program, helping employees plan for their financial future.
• Health spending account: Access to a health spending account to choose how you spend your health care dollars and it can help cover expenses not covered by traditional health benefits.
• Continuing education opportunities: We offer opportunities for professional development, such as training programs or tuition reimbursement, we encourage employees to grow their skills and advance their careers.
• Work-from-home options: Flexibility of being able to work from home, especially during times when commuting or in-person interactions may not be ideal.
• On-site parking: On-site parking provided, helping to reduce stress and save time!
• Casual dress code: Ditching the stuffy business attire. Employees can wear comfortable clothing creating a more relaxed and enjoyable work environment.
• Free snacks and drinks: Who doesn't love free food and drinks? We provide an array of snacks and beverages to keep you energized and motivated throughout the day.
• Company events and outings: We have multiple company-sponsored events throughout the year, such as holiday parties or team-building activities!

If you are a highly motivated individual with a passion for leading and managing operations, and possess the skills and experience we are looking for, we encourage you to apply for this exciting opportunity and consider joining us at Simnet Inc.

We believe providing excellent service and creating happy customers is the way to create a valuable, enduring company that people love. Let's work together to build a better future!