IT Analyst, Server Operations, Technology Services
- Burnaby, BC, Canada
Full-time
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Job details
- Job type
- Full-time
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- Posting language
- English
- Posted
Original job description
Job Summary
In accordance with the Mission, Vision and Values, and strategic directions of PHSA safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA’s Agencies/Divisions/Services, and as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.
The IT Analyst, Service Operations, provides technical tier 2 analysis of system issues and outages utilizing considerable knowledge of a networked computer environment and customer technologies through the analysis and diagnosis of problems and outages, and formulation of solutions to technical problems, and ensures assigned equipment and software, including security equipment, is operational to a defined standard. Verifies incidents are logged, documents mitigation strategies, prioritizes and escalates according to established procedures. The IT Analyst performs system administration tasks such as formulating solutions requiring considerable knowledge of the network/system, patching operating systems and applications, and executing various scripts.
Duties/Accountabilities
Education, Training and Experience
In accordance with the Mission, Vision and Values, and strategic directions of PHSA safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA’s Agencies/Divisions/Services, and as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.
The IT Analyst, Service Operations, provides technical tier 2 analysis of system issues and outages utilizing considerable knowledge of a networked computer environment and customer technologies through the analysis and diagnosis of problems and outages, and formulation of solutions to technical problems, and ensures assigned equipment and software, including security equipment, is operational to a defined standard. Verifies incidents are logged, documents mitigation strategies, prioritizes and escalates according to established procedures. The IT Analyst performs system administration tasks such as formulating solutions requiring considerable knowledge of the network/system, patching operating systems and applications, and executing various scripts.
Duties/Accountabilities
- Monitors infrastructure components and systems related to network, telephony, servers, storage, Microsoft Exchange, Server Operating Systems, Microsoft Active Directory, print, and security using management tools, including both formulating solutions and using vendor utilities; identifies issues (faults/exceptions), makes or recommends adjustments, and escalates issues or potential issues as required. Verifies all incidences are logged by methods such as reviewing system automated alerts for priority assignment, logs incidents and resolves or assigns to another team.
- Responds to system incidents and other tickets via the service desk by performing tasks such as gathering information and feedback from user department, investigating and prioritizing incidents and tickets according to potential impact, analyzing and diagnosing problems and formulating solutions, escalating unresolved incidents and tickets as required, and communicating progress on tickets to the service desk, customers, and/or technical teams.
- Analyzes intermediate technology problems and works with multidisciplinary specialists to resolve if required on more advanced issues.
- Adapts existing, or creates new reports from data repositories for purpose of trending and analysis or inventory needs.
- Develops system monitoring notifications by methods such as building, testing and implementing system alerts, utilizing technology vendor tools and knowledge of environmental conditions and how different technology components interact.
- Documents all operations tasks in accordance with established procedures for the Technology Services team. Performs record keeping functions surrounding hardware such as inventories, equipment locations and other asset management information.
- Develops and maintains technical support procedures in areas such as hardware and technical software operations and monitoring and issue remediation.
- Provides training to users and technical advice and participates in planning for the installation of new/revised application systems, and provides work plans relating to the installation of hardware and software specific to systems implementations.
- Participates in working groups for process improvement and projects.
- Performs other related duties as required.
Education, Training and Experience
- Grade 12, graduation from a recognized two (2) year computer systems technology diploma program plus three (3) years’ recent related experience or an equivalent combination of education, training, and experience.
- Ability to type.
- Ability to communicate effectively both verbally and in writing.
- Ability to deal with others effectively.
- Ability to organize work.
- Ability to operate related equipment.
- Physical ability to carry out the duties of the position.
More about this job
Responsibilities
Monitor and support network, telephony, server, storage, email, directory, print, and security systems; investigate and resolve incidents, prioritize and escalate issues, and communicate progress to customers and technical teams. Perform system administration, monitoring and reporting, asset tracking, documentation, procedure development, user training, and support for technology implementations and process improvement.
Requirements
Requires a high school diploma and a recognized two-year computer systems technology diploma, plus three years of recent related experience, or an equivalent combination of education, training, and experience. Candidates must be able to communicate effectively, work well with others, organize work, operate related equipment, type, and perform the physical duties of the position.
Skills
- Tier 2 Technical Support
- System Administration
- Incident Management
- Troubleshooting
- Network Monitoring
- Server Operations
- Microsoft Exchange
- Microsoft Active Directory
- Operating System Patching
- Scripting
- System Monitoring
- Technical Documentation
- Asset Management
- Customer Communication
- Report Analysis
- Process Improvement
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
- Healthcare
- Security & Safety
Keywords
- Technology Services
- Tier 2 Support
- Network Monitoring
- Telephony
- Servers
- Storage
- Microsoft Exchange
- Server Operating Systems
- Microsoft Active Directory
- Print Systems
- Security Equipment
- System Administration
- Operating System Patching
- Application Patching
- Scripting
- Incident Management
- Service Desk
- System Alerts
- Vendor Utilities
- Troubleshooting
- Technical Documentation
- Asset Management
- Hardware Inventory
- Technical Support Procedures
- System Implementations
- Process Improvement