Technology Support Analyst

MIC Medical Imaging • Edmonton, AB

4d • Hybrid

About The Position

The Information Technology team at MIC is a collaborative and dynamic group of professionals specializing in IT infrastructure, diagnostic imaging technology, and clinical application support. Team members work closely together to ensure the seamless operation of day-to-day services, support strategic projects, and maintain best-in-class clinical systems across the organization. We are seeking a Technology Support Analyst to provide first-line technical support to internal staff. The successful candidate will possess a strong aptitude for technology and problem-solving, with the ability to analyze, diagnose, and resolve a wide range of technical issues. This role requires excellent customer service skills and the ability to support both routine requests and more complex system and application challenges in a fast-paced healthcare environment.

Requirements

• 1 to 3 years of experience in a desktop support, technical support, or IT service desk role.
• Post-secondary education in Computer Technology, Computer Science, Information Technology, or a related field.
• Strong analytical, troubleshooting, and problem-solving skills.
• Demonstrated ability to work independently as well as collaboratively within a team environment.
• Valid driver's license, reliable transportation, and the ability to lift up to 50 lbs.
• Working knowledge of Microsoft environments, including Windows 10, Windows 11, and Microsoft Server platforms.
• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
• Knowledge of Active Directory, DNS, DHCP, TCP/IP, virtualization technologies, and mobile device administration.
• Excellent verbal and written communication skills, with a strong commitment to customer service.

Responsibilities

• Manage the IT Helpdesk ticketing system by prioritizing, tracking, and assigning support requests to the appropriate team members as required.
• Provide Tier I and Tier II technical support for end users, including hardware, software, VoIP phone systems, and mobile devices.
• Troubleshoot and provide support for clinical applications used by radiologists and technologists, including: InteleRad PACS, MedInformatix RIS, Clario Smart Worklist, Nuance PowerScribe 360 (PS360), Paxera VNA.
• Administer user account lifecycle management, including onboarding, offboarding, and account modifications across various systems.
• Develop and deliver user training sessions and create self-service training materials and documentation.
• Ensure all support requests, troubleshooting activities, and resolutions are accurately documented within the ticketing system.
• Maintain timely response and resolution of service requests in accordance with established service standards.
• Deliver user support and training in a professional, efficient, and customer-focused manner.
• Continuously expand technical knowledge and develop proficiency in emerging systems, technologies, and business applications as required.

Benefits

• Competitive compensation
• Flexible work commitments to accommodate life changes (i.e. full time, part time, casual)
• Comprehensive health and dental coverage
• Vacation allocated on years of services
• Employer-sponsored pension program (RPP)
• Professional learning and development opportunities
• Supports to improve the physical and mental health of our employees
• Vacation Purchase-Sell Program
• Recognition events including an annual staff holiday party, site celebrations, and social events for staff and their families.

What This Job Offers

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