On Site Service Desk Analyst (33039)

FunctionAbility is one of Ontario's leading providers of multidisciplinary rehabilitation services. We provide expert assessment and treatment services province wide to people who suffered traumatic and acquired neurological injuries and severe orthopedic injuries.

FunctionAbility is currently seeking an On Site Service Desk Analyst to join our team!

The On Site Service Desk Analyst is responsible for providing courteous, accurate and prompt support to our internal customers. The position functions include face-to-face desk-side support and training, utilizing technical troubleshooting skills to solve technical incidents, requests and problems, assisting with system adds, moves, or changes, coordinating with IT and 3rd party resources who need to be on site, and systematically answering phone calls, voicemail, responding to email, and conducting online chat. The position provides clear documentation on each customer interaction while working within various computer applications and supports a work environment focused on continuously improving the overall success of the department. The On-Site Service Desk Analyst serves as a site liaison to provide feedback on the end user experience to IT Management.

ESSENTIAL JOB FUNCTIONS

• Respond to requests for help from customers on site or remotely
• Provide training and support to end users on site
• Troubleshoot and resolve difficult technical issues effectively and efficiently.
• Prioritize, evaluate, resolve and escalate calls as required.
• Provide appropriately detailed and timely follow-up support with customers.
• Submit accurate and well-documented solutions consistently for inclusion in the knowledge base.
• Record every interaction with customer into the service management system.
• Instruct customers in the use of hardware, software and manuals.
• Configure and distribute hardware and software to customers in a timely manner.
• Install hardware and peripheral components such as monitors, keyboards, printers and disk drives on customers’ machines.
• Load specified software packages such as operating systems, word processing and all proprietary software programs into personal computers.
• Configure and troubleshoot network hardware and communication equipment, operating systems and personal computers.
• Interact with Active Directory for Moves, Additions, and Changes.
• Configure and maintain VDI pools and troubleshooting issues with VDI.
• Enter commands and observe system functions to verify correct system operation.
• Recommend or perform minor remedial actions to correct problems identified.
• Provide updates, status and completion information to the Service Desk Manager through voicemail, e-mail, or in-person communication.
• Monitor new technologies and/or updates required to support the various systems currently in operation.
• Self-assign and monitor progress of work, report progress to the Service Desk Manager on a regular basis.
• Maintain medical confidentiality.
• Perform all other duties as assigned by management.
• Perform project work as needed.
• Responsible for printer and hardware installs.
• Monitor the queue and alert management when assistance needed.
• Available to be on call for after-hours coverage as listed on a rotation schedule or as needed.
• Ability to communicate end user experience issues to IT Management
• Perform other duties as assigned by management.