IT Support Analyst

Mosaic Primary Care Network - Calgary, AB (30+ days ago)

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Location: NE/SE Calgary
Employee Class: Full-time (1.0 FTE) Contract until March 2020
Date Available: ASAP

Posting will be taken down July 31, 2019

About Us

Mosaic Primary Care Network (PCN) provides a wide range of primary health care services in the northeast and southeast Calgary communities in partnership with a group of family doctors. Our talented interdisciplinary health care teams work together to provide services that best support patient needs.

We want YOU to bring your expertise to our growing team as we continue to develop solutions to meet the needs of our local community. If you have initiative, are resourceful, engage easily in teamwork, and most importantly, want to make a difference in healthcare, we want to hear from you!

Position Summary

The IT Support Analyst reports to the IT Manager and is integral to the operations and efficiencies of the MPCN. This role is responsible for providing technical support, problem resolution and training to end-users on the different MPCN locations and other remote clinics as well as helping to document IMIT knowledge base and processes and procedures. The technical support provided include, but is not limited to, resolving username and password problems, uninstalling/reinstalling software applications, verifying proper hardware and software set up, virus removal, assisting with desktop applications, troubleshooting email and network issues, troubleshooting remote access as well as mobile devices. Support will be provided by clearly communicating technical solutions in a user-friendly and professional manner.

Key Responsibilities

Key aspects of the position may include, but are not limited to:

Setup desktop and laptop computers using Microsoft Windows Operating system
Installs, configures and supports printers, scanners, mobile phones and other computing devices
Tests newly documented procedures for the IT team
Responds to desk side & remote support requests (calls/emails) and updates the Ticketing system
Assists monitoring and maintaining network in optimal condition
Assists documenting network, servers, desktops, laptops, printers and other computing devices
Follows policies and procedures for computer systems operations
Ensures that internal service level agreements objectives are met
Assists with the orientation and training sessions for the staff of various departments
Assists on the rollout of new equipment, software and IT related projects
Assists developing processes and documentation for the helpdesk
Serves as Subject Matter Expert for desktop applications
Other related duties as required



Post-secondary education in a computer related discipline.
A+, Network+, MCP, and other industry certifications are desirable
Knowledge, Skills and Abilities

Exceptional customer service skills
Excellent interpersonal skills
Strong organizational skills
Excellent communication skills, verbal & written
Strong analytical and problem-solving skills.
Explains problems and solutions clearly to non-technical users in a professional and courteous manner
Computer hardware and software
Computer troubleshooting
Ability to work well in a team environment and independently
Ability to work well under pressure, multi-task and work well with others
Ability to lift equipment weighing up to 50 pounds

Server Systems (Windows Server 2012/ 2016/2019, Active Directory, Microsoft Exchange, Terminal Servers, Hyper-V, Backup, SQL, Office365)
Networking fundamentals (switches, routers, firewalls, wireless, VPN)

Conditions of Employment

The successful applicant will be required to complete at his / her expense a Police Information Check(s). Offer of employment may be amended or revoked upon receipt of the PIC(s).
Applicants must possess and maintain a valid driver's license and access to a reliable vehicle throughout the duration of employment.
Candidates may be required to work occasional evenings or weekends. Notice would be provided in advance of such circumstances and work week would be flexed to accommodate for those hours.

We would like to thank all applicants in advance for submitting their résumés. Please note, only those candidates chosen to proceed through the application process will be contacted. No phone calls please.

Mosaic PCN has recently been certified by the Health Sciences Association of Alberta (HSAA) and is in the process of negotiating its first collective agreement.