The Systems Administrator provides first-point-of-contact technical support to clients, addressing issues through a ticketing system. This role involves prioritizing support activities, liaising between users and technical teams, triaging tickets, assisting with communications, and identifying connectivity defects. The administrator must adhere to service management processes and identify areas for improvement.
Location:Ontario, Canada
Responsibilities:
- Provide daily first point of contact support to clients through the ticketing system.
- Prioritize regularly scheduled support activities along with urgent support requests.
- Liaison between users and other team members (DBAs, System Administrators, Network Administrators, etc.).
- Triage tickets to subject matter experts, ensuring accurate categorization.
- Assist with the distribution of client application communications.
- Identify connectivity defects and assist in troubleshooting.
- Follow established Service Management processes and identify opportunities for improvement.
Required Skills & Certifications:
- 2+ years of experience working in the healthcare industry.
- Knowledge of personal health information protection legislative requirements.
- 2+ years of experience providing technical support at Tier 1.
- Knowledge of Service Management Processes with 2+ years' experience in supporting remote clients.
- Experience triaging tickets, prioritizing, categorizing and handling service requests, incidents and problem tickets.
- Knowledge and Skills/Experience of Microsoft great Plains 2016, Quadrant Workforce, BSSI Health Financial Management Module, Citrix, AD account creation
- Strong interpersonal, and verbal and written communication skills.
- Excellent customer service skills, including tact and diplomacy.
- Excellent analytical, problem-solving and decision-making skills.
- Ability to apply strong listening skills to facilitate issue resolution.
Preferred Skills & Certifications:
- Technical certifications: A+, ITIL Foundation Certification, or equivalent ITIL experience.
- Technical knowledge of Windows and Linux servers and operating systems, and technology infrastructure.
- Proven track record for building strong working relationships.
Special Considerations:
- This is an onsite position.
Scheduling:
- The resource is expected to work 7.25 hours per calendar day between 8:00 AM - 5:00 PM (excluding lunch breaks), Monday to Friday.
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