Technical Support Analyst

Harris Computer

1d • $65,000 - $75,000

About The Position

Technical Support Analyst Summary: Be an integral part of our 24/7 support team, delivering timely and expert technical assistance for our critical application suite. In this role, you'll troubleshoot and resolve client issues, collaborate with internal teams, and ensure smooth system operations, all while providing exceptional customer support in a fast-paced, mission-critical environment. Key Responsibilities: Act as the first point of contact for technical support inquiries, responding quickly to client issues across various communication channels (phone, email, ticketing system). Troubleshoot and resolve technical problems, escalating to specialized teams when needed. Work closely with internal teams to ensure seamless implementation of solutions and system updates. Maintain strong relationships with clients by ensuring effective communication and providing clear, actionable guidance. Log and track service requests, ensuring timely follow-ups and comprehensive documentation. About Us: STChealth, founded in 1988, is dedicated to eradicating vaccine-preventable diseases through innovative technology and service solutions. With over 36 years of experience, the company has developed the first Immunization Information System (IIS) and now supports more than a quarter of all vaccinations reported nationwide. STChealth's platform securely connects consumers, providers, and public health entities, facilitating real-time data exchange to enhance immunization rates and public health responses. Recognized for its commitment to employee well-being, STChealth has received the 2024 Top Workplaces Industry Award and the American Heart Association's Gold Recognition for promoting a healthy work culture. The company values innovation, work-life flexibility, and a collaborative environment, making it an attractive workplace for professionals passionate about public health and technology. (stchealth.com) Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia. Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams! Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional “Perks”! We empower our employees to make a difference We have an award winning culture We offer opportunity to learn We are financially strong and we are owned by the largest software company in Canada (CSI) We have fun! Follow us on social media to learn more about our company values, culture and initiatives! Harris is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at (1)-613-226-5511 or at [email protected] This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

Requirements

• Associate's degree in IT, Computer Science, or a related field, or equivalent experience.
• 1-2 years of technical support or help desk experience, with proficiency in SQL and familiarity with ticketing systems.
• Strong problem-solving and troubleshooting skills, along with excellent customer service abilities.
• Flexible availability, including nights, weekends, and on-call rotations, to provide 24/7 support.

Nice To Haves

• Experience in critical industries requiring continuous uptime.
• Familiarity with HL7, Agile, ITIL frameworks, or cloud-based systems.

Responsibilities

• Act as the first point of contact for technical support inquiries, responding quickly to client issues across various communication channels (phone, email, ticketing system).
• Troubleshoot and resolve technical problems, escalating to specialized teams when needed.
• Work closely with internal teams to ensure seamless implementation of solutions and system updates.
• Maintain strong relationships with clients by ensuring effective communication and providing clear, actionable guidance.
• Log and track service requests, ensuring timely follow-ups and comprehensive documentation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree