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Level 1 Help Desk Agent

Extendicare Canada Inc.

This is a Contract position in Markham, ON posted November 18, 2021.

Extendicare is a leading provider of care and services for seniors throughout Canada. Through our network of over 115 senior care and living centres as well as our home health care operations, we are committed to delivering care throughout the health care continuum to meet the needs of a growing seniors’ population in Canada. Our qualified and highly trained workforce of 23,700 team members are united by a dedication to quality care and by our vision of being the best provider of senior care and services in Canada

 

Candidates are invited to apply for the above Permanent, Full-Time Level 1 Help Desk Agent position to work at our Corporate Office located in Markham, Ontario.

 

Our IT Help Desk associates spend their day on the phone coordinating, diagnosing, and troubleshooting incoming employee calls for a wide variety of reasons. They are the first point of contact for all technical support service requests. These are requests for support for technical/IT issues involving desktop and laptop application software or network services from local personnel or from employees using remote network access

 

Responsibilities:

  • Diagnose and troubleshoot end user desktop application issues and provide appropriate solution
  • Provide timely resolution of problems or escalation on behalf of customers and ensure their satisfaction
  • Provide case status updates to management and end-users per service level guidelines
  • Support and maintain effective relationships with users
  • Develop, document, and implement standard operating procedures and customer service guidelines relating to remote IT support
  • Provide support for PCs, laptops, printers, cell phones, and tablets etc.
  • Support end users in their use of applications such as Microsoft Office, VPN, Citrix, and MDM (mobile device management)
  • Perform account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
  • Communicate with customers with varying levels of technical and non-technical skills
  • Follow all standard operating procedures through the effective use of knowledge management
  • Ensure the management team has clarity on the scope and level of service required of them to ensure the achievement of service level targets defined in OLAs containing KPIs linked to SLAs.
  • Be available to work rotating schedules, which may include evenings, weekends and holidays  

 

What We Have To Offer:

  • Development Opportunities
  • A Hybrid work environment
  • Competitive compensation 
  • 3-Weeks vacation
  • Comprehensive benefits package
  • RRSP matching contribution

 

Qualifications:

  • Minimum of two years prior work experience preferably in a call center environment.
  • Above average cognitive and soft skills
  • Strong positive, can-do attitude.
  • Strong written and verbal communication skills
  • Strong analytical skills with focus on troubleshooting and the translation of system issues to business impact
  • Ability to follow procedures and retain knowledge.
  • Ability to troubleshoot commercial off-the-shelf products.
  • Ability to troubleshoot mobile devices (smartphone, cell phone, tablets)
  • Ability to work independently as well as within a team environment.
  • Ability to work in a fast-paced environment
  • Minimum 3 years’ experience supporting Windows 7, Windows 10
  • Minimum 3 years’ experience supporting various MS Office productivity suite (2016, 2019, O365 etc.)
  • Knowledge of Microsoft 365 Teams, SharePoint and OneDrive is an asset.
  • Minimum 2 years’ experience supporting various MDM platforms (Airwatch, Citrix, Blackberry UEM etc.)

In Ontario, Extendicare, ParaMed Home Health Care and affiliated organizations including our partner homes in Extendicare Assist, accommodate the needs of job applicants throughout its recruitment and selection processes in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Accommodation needs must be provided in advance. To discuss your needs, please contact the individual noted in the posting

Extendicare recognizes the importance of immunization to protect our residents, patients, team members and visitors from COVID-19. As such, subject to medical exemptions, a condition of employment with Extendicare is requiring that all new hires have received all required doses of a COVID-19 vaccine approved by Health Canada.