- Provide daily ongoing first point of contact support to clients through the Footprint ticketing system or other mechanism

- Prioritize regularly scheduled support activities along with urgent, often unscheduled support requests with a high level of responsiveness and time sensitivity

- Liaison between users and other team members including Database Administrators (DBA’s), System Administrators, Network Administrators, Privacy and Security Specialists, and Software Subject Matter Experts

- Triage Footprints tickets to Subject Matter experts for resolution Ensuring all tickets are accurately categorized for reporting purposes

- Assist with distribution of client application communications interfacing with Business Subject Matter Experts

- Identify connectivity defects and assist in trouble shooting root cause

- Follow all established Service Management processes, and identify opportunities for improvement.

Requirements

Experience and Skill Set Requirements

Public Sector Experience

- 2+ years of experience working in the healthcare industry

- Knowledge of personal health information protection legislative requirements and how they apply to developing and maintaining healthcare systems containing personal health

Technical Skills

- 2+ years of experience providing technical support at Tier 1

- Technical certifications: A+, ITIL Foundation Certification, or equivalent ITIL experience

- Technical knowledge of Windows and Linux servers and operating systems,



and technology infrastructure

- Knowledge and Skills/Experience of Microsoft great Plains 2016, Quadrant Workforce, BSSI Health Financial Management Module, Citrix, AD account creation

Service Management Skills

- 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

Management and Communication Skills

- Proven track record for building strong working relationships

- Strong interpersonal, and verbal and written communication skills

- Excellent customer service skills, including tact and diplomacy to ensure client needs are managed effectively

- Excellent analytical, problem-solving and decision-making skills

- Ability to apply strong listening skills to facilitate issue resolution

- A motivated, adaptable, creative team player with perseverance, excellent multi-tasking abilities and a proven track record for meeting strict deadlines

MUST HAVES:

- Knowledge and Skills/Experience of Microsoft great Plains 2016, Quadrant Workforce, BSSI Health Financial Management Module, Citrix, AD account creation

- 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

📌 Systems Administrator/Operations Support Specialist - Intermediate (Toronto)
🏢 Maarut
📍 Toronto