IT Service Desk Analyst II

Job Description

Reporting to the Senior Manager, IT Operations, the IT Service Desk Analyst II is responsible for providing second-level computers and applications. 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.

This position will be based at our Head Office in Markham, Ontario. Extendicare offers a hybrid working environment. The successful candidate is required to work in a hybrid work environment, rotational on-call during weeknights, weekends, and holidays.

Key responsibilities include:

• Create Knowledge base articles for ServiceDesk and document processes/procedures.

• Act as a main point of contact for Internal and customer escalations

• High-level troubleshooting to isolate and diagnose network and application problems for both customer and core systems.

• Take appropriate action (e.g., phone calls, emails, etc.) to contact responsible support personnel for system-wide events (e.g., system outages, software rollouts, down servers, application failures, etc.).

• Participate in the assessment, planning, and implementation of various I.T. projects, especially newly managed long-term care, and retirement homes.

• Act as a liaison between the Service desk and Technical Support Group, Developers, and App Support

• Provide support and act as the main contact to the Senior Leadership Team.

• Provide on-site support and installation of new computer systems, printers, network IT-related, and other IT-related equipment if needed.

• Provide deskside support (hardware/software support) to walk-ins; Desktops/Laptops, Printers, and other mobile devices such as Phones and Tablets (e.g., Apple and Samsung).

• Manage, configure, and provide support for Ring Central, the VOIP telephone system, Meeting/Conference room technology, conference systems and A/V systems.

• Perform troubleshooting support for in-house developed clinical applications, including software installation and configuration.

• Work with other service providers to coordinate the resolution of Incidents and Service Requests, including acting as the local point of contact for any providers or vendors to perform IT-related tasks.

• Ensure accurate and timely documentation of calls received and work completed using the company's ticketing system in a timely manner.

• Maintain and manage users and computer accounts on various platforms.

• Provide training to clients on how to use various systems.

• Keep the Manager and Team Lead informed of issues or escalations.

• To keep abreast of new technology.

What we're looking for:

• Minimum 1-2 years prior work experience preferably in an IT Helpdesk or Service Desk environment

• Ability to troubleshoot mobile devices (smartphones, cell phones, tablets)

• High level of Knowledge of Windows 10, Microsoft O365, Printers and Mobile devices

• University or College education in Computer Science

• CompTIA A + Certification would be an asset.

• Microsoft MCP or Networking Certification (CompTIA Network+) would be an asset.

• Working knowledge or Citrix certification would be an asset.

• Moderate wireless networking experience required.

• Knowledge and experience with the ITIL framework (certification a plus)

• Ability to work effectively independently as well as within a team environment.

• Customer-focused attitude, with the ability to understand, anticipate and identify customer needs while using the information to provide the best-individualized service.

• Proven experience in taking personal responsibility for seeking information from various sources enabling others to learn through sharing experiences, coaching, and mentoring.

• Strong project management, facilitation, and change management skills

• Ability to work effectively within a variety of stressful situations and challenges with various individuals or groups.

What Extendicare has to offer:

At Extendicare, we believe that working as a team creates an environment that allows us to reach our potential. We value each employee, encourage equal opportunity for growth and recognize achievement. As a valued member of our team, you can expect:

• Continuous mentorship, support for life-long learning and growth opportunities

• Opportunities for advancement and career growth within the organization

• A rewarding and meaningful work experience where you can enrich your life and the lives of others through your work.

• Employee Family Assistance Program.

• Robust benefits package

Extendicare is a leading provider of care and services for seniors across Canada, operating under the Extendicare, ParaMed, Extendicare Assist, and SGP Purchasing Network brands. We are committed to delivering quality care to meet the needs of a growing seniors' population, inspired by our mission to provide people with the care they need, wherever they call home. We operate a network of long-term care homes (both owned and under management contracts), deliver over 11 million hours of home health care services annually, and provide group purchasing services to third parties representing approximately 150,000 beds across Canada. Extendicare proudly employs nearly 30,000 qualified, highly trained and dedicated team members who are passionate about providing high-quality care and services to help people live better.

#ExtendicareIT

Compensation Details

At Extendicare, we've spent more than 50 years dedicated to enhancing quality of life for the people we serve across Canada. When you join Extendicare, you become part of a compassionate, mission-driven team committed to supporting care delivery in homes and communities nationwide. Our corporate roles play a vital part in enabling front-line teams to provide exceptional experiences for clients and families. Together, we foster a culture of collaboration, innovation, and accountability—creating solutions that strengthen our services and improve lives every day.​

 ​

We are committed to providing competitive compensation that reflects the value of this role and the unique qualifications each candidate brings. This opportunity is a replacement for an existing role and to support transparency, a hiring range may be included with this posting. However, final salary offers are based on a variety of factors such as your skills, experience, education, and alignment with the responsibilities of this position.

 ​

Base salary is one component of our broader total rewards package. We offer a comprehensive suite of benefits designed to support your health, financial well-being, and long-term career growth. Your recruiter can provide more details about our total rewards offerings during the hiring process.​

 ​

We may use artificial intelligence (AI) tools to support certain stages of the recruitment process, such as reviewing applications, analyzing resumes, or assessing candidate responses. These tools assist our recruitment team but do not replace human judgment — every application is reviewed by a member of our team to ensure thoughtful and equitable consideration. If you would like more information about how your data is processed, please contact us.​

 ​

Extendicare is committed to fostering an accessible, inclusive, and equitable hiring process. We gladly accommodate the needs of applicants throughout all stages of recruitment and selection upon request.​