User Support Analyst

Location

New Brunswick | Canada

Job description

What makes us a different kind of employer?

As a national health solutions partner, Medavie is committed to improving the wellbeing of Canadians - and in our digital-first culture, technology is key to providing the products, services and solutions that increase access to care and improve health outcomes.

Our technology team is the backbone of our organization with over 500 employees and growing. We are constantly creating, testing, and learning to enable personalized, digital experiences in all we do.

When you join us, you'll be part of an in-house, innovation led team focused on cutting edge digital health solutions that help provide the best care possible, when and where it's needed.

Job Title: User Support Analyst Department: Information Services - Operations Competition: 86841 Internal/External: Both Employment Type: Full Time Permanent Location: On-site at Moncton, New Brunswick Salary: Competitive Compensation + Benefits Reports To: Team Leader

Position Summary

The primary function of the User Support Analyst is to administer a variety of technical projects related to the setup, maintenance, and support of Medavie Blue cross assets. Duties for this position include but are not limited to the support of all IT assets. This position also includes the troubleshooting and installation of different external and in-house built software and different versions of MS Windows and Mac OS Operating systems.

What we offer:

• Permanent full-time position with opportunity to grow in a well-established organization
• Flexible work arrangements and emphasis on work-life balance
• Remote and hybrid work options
• Comprehensive health, vision and dental plan that is 100% employer paid effective on your first day
• 100% employer-matched Defined Contribution Pension Plan
• Annual Incentive Bonus which recognizes your contribution to our success.
• In addition to paid vacation, we offer a gifted week of vacation in your first year and an optional Vacation Purchase Program.
• An organization where we encourage personal learning and growth with opportunities for career development and advancement
• Providing wellness benefits, health resources and fitness center discounts

Key Responsibilities

• Provide escalated second level technical support for junior IT staff.
• Install and troubleshoot software and hardware in a Windows and Mac OS environment
• Provision (image, test) desktops, laptops, monitors, printers, and other related hardware.
• Troubleshoot network connectivity, for both local and remote employees
• Provision and support mobile devices (iPhone, iPad), and video conferencing equipment
• Provide technical support and training to video conference users.
• Provide extended support to executive team
• Manage the lifecycle of computers, laptops, and other devices
• Train other staff and stakeholders on technical solutions as needed
• Support key projects across the organization, completing tasks as assigned
• Frequently lift and carry computer equipment averaging 20 pounds

Security Clearance Requirement: In conjunction with our contract with the Federal Government, you will be required to have Reliability Status Clearance (Enhanced Level B) prior to your start date . This includes; Fingerprinting, Criminal Record Check, Credit Check and you must have resided in Canada for at least 5 years and hold Permanent Resident or Citizenship Status.

Required Qualifications

Education : Applicants must possess a post-secondary education in a computer technology related program, or equivalent experience.

Work Experience : One to three years' experience in a customer service environment in a technical support role; experience providing technical support would be an asset.

Other Qualifications : The ability to work independently; strong written and spoken communication skills and troubleshooting/problem-solving ability.

Technical Skills : Familiarity with Active Directory, Powershell, Windows 10 policies and administration, and Cherwell (or an equivalent IT Service Management system) would be an asset.

Language Skills : Professional level written and spoken bilingualism in English & French is an asset.

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We are an Equal Opportunity Employer.

Medavie Blue Cross strives to foster a culture where everyone is enabled to achieve their full potential -a culture of diversity, equity and inclusion (DEI) where we live our values every day in the way we treat each other, our members and the communities we serve. Accessibility is a top priority.

For applicants with disabilities, we provide accommodations throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Medavie Blue Cross Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation. All personal information is collected under the authority of the Municipal Freedom of Information and Protection of Privacy Act.

We would like to thank all candidates for expressing interest. Please note only those selected for interviews will be contacted.

Job Segment: Testing, Technical Support, Help Desk, Information Technology, Equity, Technology, Finance

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