Network Support Analyst (SRI) - Network Support Analyst - Regular Full-time 2024-11114

Job Summary and Qualifications:

Job Title: Network Support Analyst

Department: Sunnybrook Research Institute (On-site)

Reports to: Manager, Research Computing

Overview: As a Network Support Analyst, your pivotal role involves providing Level 1 & 2 technical support across diverse channels such as phone, email, and in-person interactions. Your duties include swiftly resolving issues, proficiently managing software/hardware installations, and addressing computer and network-related concerns. Emphasizing strict adherence to escalation procedures, your dynamic responsibilities extend to system monitoring, active participation in network support, and collaborative engagement with the Sunnybrook IT team.

Responsibilities (but not limited to):

• Provide technical & user support at Levels 1 & 2.
• Deliver prompt responses via phone, electronic channels, remote sessions, and in-person interactions.
• Effectively troubleshoots time-sensitive calls, resolving technical hardware and software issues.
• Conduct software and hardware installations/repairs with precision.
• Utilize research skills to address queries using available information resources.
• Follow escalation protocols/procedures to ensure efficient problem resolution.
• Identify and mitigate risks associated with technical support processes.
• Log support calls, create tickets, generate reports, and maintain comprehensive documentation.
• Log all incidents and requests utilizing the ticketing system.
• Prepare, update and generate support documentation, staying current with system information, policies, changes, and updates.
• Install and configure research instruments such as microscopes and other relevant equipment.
• Provide professional troubleshooting and support services for users who bring their own devices into our environment.
• Assess user complexity and analyze various use cases to provide tailored technical support solutions.
• Serve as a liaison between SRI staff and hospital support staff as required.
• Provide support for cabling/connectivity, data jacks, LAN, paging/cell phones, and telecom issues.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Analyzes and resolves incidents and requests regarding the use of application software and hardware, specific to program, and clinical systems.
• Being familiar with switches and hubs, demonstrating proficiency in troubleshooting network devices, and contributing to a comprehensive and well-rounded approach to network support.
• Maintain and manage AD lists, assisting in the creation and alteration of AD accounts for all SRI users.
• Set up and ensure compliance of phone/laptop/desktop/printer/medical devices.
• Contribute to network/system monitoring (NOC) with triage, escalation, and timely updates.
•  Offer LAN, and wireless support, covering connectivity, setup, and troubleshooting.
• Monitor the SRI service desk queue efficiently.
• Perform production system tasks and manage offsite backup rotation inventory.
• Actively participate as a valuable member of SRI IT support.
• Physically move and redeploy hardware as required.
• Provide technical & user support at Level 3 as necessary.
• Perform light lifting to 25 lbs as necessary.
• Be adaptable to perform other duties as required, recognizing that responsibilities may evolve over time.

Qualifications/Skills

• Significant recent related customer support experience in a healthcare teleconferencing or videoconferencing environment required
• Bachelor's degree or college diploma in Computer Science, Information Technology, or related field
• Excellent troubleshooting skills
• Extensive current-related experience supporting Apple products such as MAC, iPads and iPhones
• College/University or industry professional designation in a related technical field;
• Demonstrated mastery of the technologies behind PCs, IP networking, videoconferencing
• Able to work independently and efficiently to meet deadlines
• Self-motivated, detail-oriented and organized
• Excellent people skills and time management skills
• Comfortable in a patient care setting
• Excellent knowledge of Windows-based technical support environment
• Good understanding of TCP/IP network architecture
• Excellent knowledge of Microsoft Office 2003, 2010, 2016, and 2019
• Excellent knowledge of Microsoft Exchange
• Excellent knowledge of iOS and Apple certified (OS X, ACMT or ACSP)
• CompTIA A+ or CCNA or CompTIA Network + certifications.