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Support Analyst

The Evangelical Lutheran Good Samaritan Society

This is a Contract position in Toronto, ON posted August 8, 2022.

Support Analyst Closing Date: Open until suitable candidate recruited.

Good Samaritan ,Corporate Office ,8861 75 Street, Edmonton, AB The world could use more good samaritans.

If you are interested in a diverse and rewarding career within a dynamic organization, then choose a career where people matter; where you are valued, appreciated for your hard work, and supported.

Join a team that empowers you to live up to your potential so that you can feel part of something bigger and make a difference in the lives of others.

The Opportunity Employment Type: Permanent Full Time 1 FTE Hours of Work: 0800-1600 Wages: $46,200
– $64, 179 commensurate on education and experience DUTIES Based in our Head Office in Edmonton, Alberta, the Support Analyst will provide technical expertise and leadership to the Good Samaritan Society IT Operations team.

Reporting to the Manager, Technology Services, the Support Analyst works in close collaboration with other IT Operations staff and with other internal and external stakeholders to ensure consistent and effective delivery of programs and services in support of the mission, vision and values of The Good Samaritan Society (GSS).

Using your extensive experience in IT Operations across data center operations, networking, telecom operations and IT security operations, you will be a key resource in a critical support team that together provides excellent customer service to the rest of the organization.

Responsibilities include: Performs moderate problem solving and assistance on diverse software applications and hardware systems to Executive, Management, staff and ITeam.

Provides in-depth individual and/or group instruction and training to Executive, Management, staff and ITeam on new or updated technologies.

Install and maintain corporate database and network servers and recommend changes to improve functionality and performance May supervise or provide functional direction to lower graded staff and/or student employees performing the same or similar type of work.

Performs diverse technical assistance, documents findings and performs maintenance duties that may encompass a variety of user support needs.

Maintains, updates and audits record keeping systems; documents projects, writes and maintains user instructions.

Oversees, maintains, and inputs applicable records such as, but not limited to, network users, security, and tracking inventory levels of equipment and materials.

May input, reconcile and audit billing information from a record keeping system.

Performs technological systems support, maintenance, and testing for proper upkeep of systems; troubleshoots and resolves system hardware, software, and network failures and conflicts.

Participates in and/or leads the review, evaluation and recommendation of solutions relating to hardware and software acquisitions and/or network updates.

Participates in and/or leads research and development initiatives and provides assistance in the implementation of new technologies.

Serves as a primary project member on technology projects with large scope and impact; may lead and integrate the work of other staff.

Oversees and performs the installation, configuration and maintenance of computers, networks, workstations, printers, phones, nurse call systems and/or other related equipment and devices.

Maintains currency of knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems.

Provide remote support for escalated issues on a daily basis.

Respond and assist with Priority 1 escalations.

Provide product training to Tier 1 and Tier 2 Technical Support Engineers and act as a mentor to junior support engineers.

Act as a back–up for Tier 1, Tier 2 and Tier 3 Service Desk Engineers.

Provide afterhours coverage as part of an on-call rotation schedule for SLA support as needed.

Assist in evaluating new services, processes and technologies.

Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved.

Administer and maintain security provisioning as required for the infrastructure and systems.

EXPERIENCE/QUALIFICATIONS Completion of: Computer Engineering technology diploma plus 4 years’ experience, or Computer Support Technician diploma plus 4 years’ experience A combination of the following certifications is considered an asset: ITIL certification Microsoft Certified Solutions Associate (MCSA) Microsoft 365 Certified Desktop Microsoft Certified Azure Fundamentals Microsoft Certified Desktop Support Technician Microsoft Active Directory Certifications Ruckus Network certifications SharePoint certifications Citrix certifications Qualifications MCSE and / or VCP certification required.

5 years’ experience in providing technical support.

Detailed knowledge of Microsoft (Windows Server 2012/2016, Microsoft Exchange, Office365 and Active Directory).

Setup, operation and troubleshooting of TCP/IP networking, Firewalls, WIFI and switches 3 years’ experience with VMware, HP and Dell servers Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications.

Knowledge of phone systems and nurse call systems Knowledge of current technological developments/trends in area of expertise.

Ability to travel to remote sites in Alberta and BC will be required – travel is not continual but is required when needed.

Who we are: At The Good Samaritan Society, Good Samaritan Canada, and Good Samaritan Delta View Care Centre, we believe that our employees are our number one asset.

Since 1949, we have been providing excellence in complex/long term care, assisted/supportive living, and other specialized care services for the elderly and those with developmental and physical support requirements.

We could not do what we do without our dedicated and committed employees.

What we can offer you: Work/life balance Learning and development opportunities Competitive wages Pension and benefits for eligible employees Paid vacation time for eligible employees Discounted services with many of our local businesses Employee and Family Assistance Program Employee recognition events Requirements: A current and clear Criminal Records Check Form and if applicable a Vulnerable Sector Check that has been obtained no more than 90 calendar days prior to the hire date.

A tuberculosis screening that has been completed no more than 12 months prior to the hire date.

COVID-19 Immunization Requirements As an employer with a strong commitment to health and safety, GSS/GSC is taking every reasonable step to protect the health, safety, and welfare of its employees, resident/clients/individuals and public from the hazard of COVID-19.

As per the GSS Immunization of Workers for COVID-19 Policy (for Alberta) and the Provincial Health Officer order for mandatory COVID-19 vaccination (for BC), all employees are required to be fully vaccinated against COVID-19 and provide proof of vaccination as a condition of employment.

All offers of employment will be conditional on the applicant providing proof of vaccination.

Proof of vaccination requires a government-issued QR Code or document confirming COVID-19 vaccination.

COVID-19 Immunization: Proof of full immunization against COVID-19.

Full immunization status is achieved when 14 days have passed after the second dose of a two-dose vaccine, or the first dose of a single-dose vaccine.

How to apply: Visit us online at or apply at and create a profile We thank all applicants, however only candidates under consideration will be contacted for an interview.