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Senior Technical Support Analyst - Full-time (Information Technology)



Department / Unit:

Systems Support

Position Type:

Full Time

Bargaining Unit:


Posting Date:

2023-05-19 12:00

Headwaters Health Care Centre. One Community, Caring Together.

We are a dedicated team of professionals focused on providing the best care possible for our patients, families, and caregivers. We work together to care for the whole person from hospital to home.

We are looking for a Senior Technical Support Analyst to work with our Information Technology Department to help us continue in our mission to serve our community with Kindness, Passion, Courage, and Teamwork.

Position Responsibilities:

The Senior Technical Support Analyst is the first line contact for all staff within the organization who require assistance with any computer or computer related equipment. Reporting to the Manager, IT/IM the Senior Technical Support Analyst will provide Level 1 and Level 2 support for user workstations, faxes, printers, scanners, telephones, and enterprise applications including those located in the cloud (SaaS). The Senior Technical Support Analyst will help mentor and train the Technical Support Analyst team to achieve a high level of support required for the Hospital and Community Partners.


  • Escalates issues internally and/or with external vendors when required to ensure timely resolution.
  • Acts as the central point of contact for new projects and initiatives for our Supported Community Partners.
  • Models expected behaviors, supporting a service excellence culture:
  • Seeing everything through the lens of the customer.
  • Pays attention to the physical environment because everything speaks.
  • Providing service delivery that will create service wows.
  • Independently prioritizes and executes work, using the IT ticket system and team objectives, and proactively tracks and reports on activities and projects.
  • Strives to ensure highest level of secured operational condition and availability, in a proactive manner, in all the following areas:
  • Investigate options and provide solutions to user issues.
  • Provide support for personal computers, personal computer software and peripheral devices.
  • Prepare new or re-deployed PCs for installation with appropriate hardware, software, network and peripheral components.
  • Assist with the implementation of the Microsoft Modern Desktop using technologies such as System Center Configuration Manager (SCCM) and Microsoft Intune
  • Assist in determining personal computer/hardware and software needs of the hospital.
  • Install and configure PC Client software to allow users to access the appropriate server-based systems.
  • Assist with onboarding and setup of new users.
  • Manage thin client setup and deployment for new employees using standard hardware images and software.
  • Support hardware and software for remote access applications such as VDI and VPN.
  • Perform, maintain and monitor backup activities for all servers including operating system and application software.
  • Assist with problem determination and recovery of all server-based systems.
  • Assist with installation, implementation and support if server hardware and software for Client/Server applications as assigned.
  • To reduce security risks and increase overall stability on our IT systems, ensures regular patching across the end user devices fleet, including patch evaluation, severity ranking, risk analysis, prioritization, deployment and follow-up.
  • Set up and maintain shared access to network peripheral devices where appropriate and maintain procedures for configuring these devices.
  • Assist with the installation and support of LAN/WAN communication hardware and software.
  • Co-ordinate and plan moves, adds and changes to the physical space of computer workstations.
  • Provide support to users of the hospitals standard Office Suite of tools.
  • Managing SSO technologies such as Imprivata.




  • Post-Secondary Degree or Diploma in Computer Information Systems with 5 years of relevant experience, preferably with formal training and/or education with Microsoft Windows systems security and data networking MCSE (Microsoft Certified Systems Engineer) or CCNA or equivalent experience.
  • Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, or VMware VCP.
  • Experience configuring and troubleshooting a variety of virtualization products such as VMWare VSphere and Horizon View VDI.
  • Experienced in organizing and overseeing the installation of data communications hardware and software.
  • Support services for Microsoft related technologies: O365, SharePoint, Teams, AzureAD.
  • IT Support relating to issues with the internal systems and network infrastructure.
  • Technical experience with Windows Server including roles/features such as IIS, Active Directory, DNS, DHCP
  • Remote access solution support: VPN and VDI.
  • Act as escalation point in troubleshooting and resolving Backup and DR technology such as Veeam Backup and Replication
  • Document maintenance for all computer systems infrastructure.
  • IT related project execution support
  • Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
  • Support disaster recovery solutions.
  • Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
  • Be on-call rotation.
  • Strong written and oral communications skills.



Hours of Work: 37.5 hours per week; 7:00am-3:00pm or 8:00am-4:00pm.

Hiring Salary Range: Compensation is commensurate with experience.
  • Eligible for HOOPP Pension
  • 100% Employer Cost Benefits
Why Headwaters?
Our values are more than words, they are what define and connect us. They determine how we work, how we behave, and how we relate to our patients, their families, and caregivers as well as to everyone who is part of the Headwaters community.

We offer a wide range of employee perks, for information on our comprehensive benefits package, please visit Headwaters Health Care Centre - Careers at Headwaters .

Extra Information

We thank all those who apply but only those individuals selected for further consideration will be contacted.

Headwaters Health Care Centre is an inclusive and equal opportunity employer and supports the compliance of the Accessibility for Ontarians with Disabilities Act (AODA). If you have a need for an accommodation, please contact Human Resources so that appropriate arrangements can be made.

Headwaters Health Care Centre is a smoke free facility. Smoking is not permitted on hospital properties. We thank everyone who works at or visits our hospitals for respecting this healthy initiative. We are also a scent-free environment for all employees and visitors.

All job offers will require compliance with our COVID-19 Vaccination Policy for proof of full vaccination unless provided with a medical exemption or an accommodation under the Ontario Human Rights Code.

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