Technology Analyst I

Join our team and what we'll accomplish together

Within TELUS Health Care Centers (THCC) business unit, the Health Care Excellence (HCE) leads the strategic and financial planning, program framework, and governance for health clinics across Canada. The HCE IT team leads the strategic governance and management of healthcare technologies to deliver targeted outcomes and maximize value for our stakeholders and team members.

As a Technology Analyst I team member, you will be part of an energetic and dedicated team that manages the day to day IT operations for our TELUS Health Clinics nationally. This means providing our clinics with IT support for various technical requests, in-person desk side support for hardware issues, proactively addressing technical issues with various clinic equipment and managing a ticket queue to document and process incoming requests.

You are a dynamic, hardworking, and driven team member that thrives in a high paced environment while dedicated to providing excellent customer service.

What you'll do

• Identify, respond to and resolve both client problems and requests ensuring a high level of system availability and client satisfaction
• Achieve a high percentage of incident resolution without escalation and maintain a stakeholder satisfaction rating of >98%
• Participate in team collaboration to build new processes, and improve existing processes to save time, lower costs, and remove roadblocks
• Become a support SME for TELUS Health’s IT products and services
• Manage end-to-end requests for BU’s, while providing regular updates until complete
• Support in afterhours troubleshooting or testing of systems when required

What you bring

• Skilled in MS Windows 7, MS Windows 10, SCCM client and tools, Active Directory, and Microsoft Office Suite
• Talented at installing and configuring hardware & software
• Confident with methodologies for supporting undocumented products or services
• With deep insight of server, network, and enterprise IT technologies
• Skilled in incident and problem management tools (ITSM) and best-practices
• Valued for your awareness of IT security best-practices
• Respected for your understanding of iOS for simple troubleshooting
• With a knack for Google’s Workspace host of applications like Drive, Sheets and Slides
• Recognized for your exceptional customer service skills
• Known for your troubleshooting, problem solving, and analytical skills
• Regarded for your mechanical aptitude, hardware repair or replace skills
• Valued for your ability to work independently with minimal supervision and also effectively as part of a team
• Commended for your ability to multitask, prioritize and perform job functions under stress and pressure
• Confident at adapting quickly to new technologies
• Known for your strong organizational skills and has a structured approach in what they do and in their communications
• Valued for your strong verbal and written communication skills
• Committed to contributing to process improvement

Great-to-haves

• Database knowledge
• ITIL Foundation Knowledge
• VB Scripting familiarity
• Google Chromebook familiarity
• Bilingual French (spoken and written)
• Computer Sciences certificate or degree
• MCP or MSCE, A+ Certification or 2+ years of related enterprise IT experience