Technical Support Analyst

Bayshore HealthCare is one of the Canada’s leading providers of home and community health care services and is a privately owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada’s Best Managed Companies Program every year since 2006. In 2015, Bayshore achieved the designation for Best Practice Spotlight Organization from the Registered Nurses’ Association of Ontario. Bayshore Healthcare is also recognized as Canada’s Best Employers in Forbes 2023 list.

Person-and family-centered care (PFCC) is an approach to care that recognizes the importance of family in a patient’s life and the importance of their active involvement in planning and making decisions on health care, services and treatment, and health system reform. This approach to care provides respectful, compassionate, culturally safe, and responsive care that meets the needs, values, beliefs, and preferences of the patient, their family, and others identified as significant to their life from diverse backgrounds and settings.

This is a contract position requiring employees to work onsite three days per week at our Markham office.

The Technical Support Analyst is responsible for providing technical and operational leadership and is part of the ICS Support Analysts team. This role acts as the single point of contact for all first and second level escalations of ICS technology issues and support.

Duties And Responsibilities

-Responsible for the day-to-day patient, staff and stakeholder technical support within the building and not limited to televisions, phones, call bells and other unit devices
-Responsible for the ongoing operation, administration, and support of computer systems, desktop software, and enterprise applications across your assigned portfolio
-Manage the lifecycle of IT equipment (laptops, phones, desktops, peripherals, printers, servers etc.) from procurement to disposal in compliance with Bayshore’s IT asset management processes
-Follow documentation for technical procedures, policies and standard processes related to IT Operations
-Configure, test, distribute, maintain, and troubleshoot desktop/laptop equipment, smartphones, tablets, printers, software, and peripherals
-Identify technical issues with accounts and reports to Manager for resolution
-Ensure Service Level Agreements (SLAs) are being met by investigating and monitoring incidents and requests to completion via the ticketing tool (Service Now)
-Assess system configuration needs based on technical trends and user feedback and report to manager for review. Recommends laptop & smartphone image enhancements to simplify and enhance field staff experience
-Maintains awareness of evolving technical and business capabilities and needs.
-Work with PD&UX and ADs to plan implementation and integration of new technologies
-Act as the main point of contact for all escalations of IT issues across the ICS and resolve in a timely manner
-Provide exceptional care to all employees, ensuring that the highest level of customer satisfaction is achieved
-Build strong relationships with Area Directors and ICS employees to ensure IT processes and capabilities are well integrated and remain agile with branches’ growth plans
-Adheres to defined Bayshore IT Service Management processes – change, incident, knowledge, problem, request, and service level management
-Participate in ongoing internal and/or external continuing education activities.
-Adhere to Bayshore Policies and Procedures
-Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns
-Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel
-Additional duties as assigned by Sr Manager Support service in partnership with Manager, IT Branch Experience