{"id":1138390,"url":"https://alion.io/job/mackenzie-health-service-desk-analyst","title":"Service Desk Analyst","company":{"id":1052639,"name":"Mackenzie Health","domain":"mackenziehealth.ca","url":"https://alion.io/company/mackenziehealth","size_band":"201-500","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Ontario, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":42000,"max_usd":85000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":150},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-23T09:21:43Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-23T13:01:10Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Description\nAs part of the Service Desk team, the Service Desk Analyst will be the first-point of contact for ICAT end-user support across the organization using Incident Management and Request Fulfilment processes supporting our standard suite of software, hardware, telephone, and mobile services.\nThe primary goal of this role is to provide an exceptional technical support for all MH users across multiple sites. Proven customer service and communication skills, problem-solving ability, and knowledge of modern end-user computing devices/software, various Microsoft applications and virtual computing environment like Citrix and VMWare are critical to be successful in this role.\nThis is a fully on-site role and requires the incumbent to be available to work any shift between 6:00 AM and 8:00 PM any day of the week including weekends and holidays. Participation in rotational on-call after hours coverage is mandatory. May also be required to work outside of normal shift hours on short notice if needed.\nContribute to safe, quality care by:\nProvide timely and effective support to end-users, addressing IT issues.\nTroubleshoot and resolve technical problems via phone, incoming tickets, and email.\nProvide onsite support when required to resolve issues that cannot be addressed remotely.\nReceive, prioritize, and resolve support tickets within established service level agreements (SLAs).\nDocument all interactions and resolutions in ServiceNow ticketing system for future reference and continuous improvement.\nEscalate unresolved or complex issues to other relevant IT teams.\nCollaborate with team members to find effective solutions to escalated problems.\nPerform account administration tasks, including user account creation, modification, and deactivation.\nPerform other duties as assigned.\nWhat must you have?\nCollege diploma in Information Technology or equivalent combination of education and experience, required.\nHave valid Ontario Driver’s License and access to a vehicle, as travel to any Mackenzie Health site may be required (during, or afterhours)\nWhat else do you bring?\nMinimum 1 to 2 years experience of working in a fast-paced 24/7 Service Desk team is required preferably in a Health Care environment.\nHands-on experience with:Windows 10 support and troubleshooting\nMicrosoft 365 - Outlook, Teams, OneDrive, SharePoint\nVMware end-user support\nActive Directory and Azure account management\nAndroid and Apple mobile device support\n\n Intermediate experience with Service Now or comparable Information Technology Service Management (ITSM) ticketing systems.\nGood understanding of various computer networking technologies.\nMust be able to help facilitate computer placements, equipment movement, and complete all computer installations and associated tasks on an individual basis, including during on-call hours.\nAvailable to work outside of normal business hours in a 24/7 hospital environment and after-hours on-call are required.\nEffective oral and written communication skills are essential, along with efficient and accurate typing skills.\nProven exemplary customer service experience, experience working directly with customers providing technical software and hardware support.\nProven ability to work in a team environment, especially with diverse technologies and user groups.\nAbility to analyze, evaluate and solve problems of a difficult process or technical nature with strong interpersonal and troubleshooting skills.\nSelf-motivated and directed, with the ability to effectively prioritize and execute tasks in a 24/7 hospital environment.\nAbility to enthusiastically adopt modern Information Technology and Systems and solutions.\nAbility to perform the essential duties of the job.\nProven attendance record.\nDemonstrates understanding and complies with patient and staff safety policies and procedures that foster a safe and inclusive environment for all.\nAbility to perform the essential duties of the job.\nEffectively uses empathy in interactions with others.\nDemonstrates behaviours consistent with Mackenzie Health’s Commitment to Caring and values - Excellence, Leadership and Empathy.\nCommitment to providing an exceptional experience for staff and clients within a challenging and exciting health care environment\nPreferably your profile also includes:\nITIL v4, A+ and any other entry level IT certifications are highly desirable and will be considered an asset.\n*You may be required to work at any site of Mackenzie Health.\n---\nMackenzie Health is an inclusive and equal opportunity employer committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.\nOur hiring process does not involve the use of artificial intelligence (AI) to screen, assess or select applicants.\nWe thank all applicants for their interest; however, only those under consideration for an interview will be contacted.","description_format":"text","description_chars":4996,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Elderly Care","Emergency Medicine"],"lifecycle":[{"event":"open","at":"2026-09-23T09:21:43Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":32,"reasons":["conf:6","win:early","comp:junior"],"computed_at":"2026-09-23T19:08:22Z"},"pay":null,"html_url":"https://alion.io/job/mackenzie-health-service-desk-analyst","json_url":"https://alion.io/job/mackenzie-health-service-desk-analyst.json","meta":{"generated_at":"2026-09-23T19:08:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}