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Position Summary:

The IT Helpdesk Analyst will serve as primary source of first level technical advice, guidance, support, and solutions to internal clients in the utilization of applications and technical resources. Works independently and with the IT & Infrastructure teams to resolve or coordinate resolution of day-to-day & complex technical problems.

Primary Responsibilities:

• Be fluent with Windows Server, desktop operating systems and other server technologies
• Provide IT support services to our internal customers by clarifying their needs, determining a resolution in a timely manner, and following up with them
• Maintain service logs in the IT Helpdesk Management software
• Involved in all internal support activities including provision of day-to-day support for QHR staff, both in the office and at remote sites, such as answering usage questions, troubleshooting Office Productivity Applications, Windows, and networking and connectivity problems
• Install, configure, upgrade, provision all employee based computing equipment, office productivity applications, operating systems
• Asset management and tracking of computer hardware and software
• Participate in the investigation & deployment of new technologies & IT systems
• Involved in the continual improvement of the IT support services, materials and best practices
• Participate in other duties and IT projects as assigned
• Overtime is an expectation in this role, as required

Additional Duties and Expectations:

• Promote QHR’s “Blue Culture” framework to foster a collaborative, positive and efficient workplace,
• Contribute to the organization’s positive image both internally and externally,
• Perform other duties consistent with the position, as reasonably directed by your manager.

Qualifications, Education and Experience Requirements:

• Technical or Networking Diploma with 1 – 3 years of experience
• Good technical understanding of PC’s, networking, Windows Server and Desktop operating systems and other Microsoft server technologies
• Strong Microsoft Active Directory and Microsoft environment knowledge is required
• Working knowledge of networking concepts is essential
• Previous experience working in a IT helpdesk or technical customer support an asset
• Strong knowledge in Microsoft Office Suite an asset
• Experience in VMWare and Hyper-V an asset
• Knowledge in UNIX/Linux/RHEL operating systems an asset
• Strong problem-solving skills and the ability to work in a fast-paced environment
• Clinical healthcare experience and/or experience with Accuro an asset

Compensation and Logistics:

• Base salary, variable bonus established at the corporate level, competitive benefits package
• Full-time, permanent
• No travel required

QHR is a dynamic, high-growth Canadian technology company and division of Loblaw Companies Limited. Our mission is to unite Canadian Healthcare, connecting Providers and their Patients to information and each other.