Analyst, Helpdesk & End User Services

LMC Healthcare (Vaughan ON, Canada) 6 days ago
LMC Healthcare (LMC) is Canada’s largest specialist care provider in diabetes & endocrinology. We’re transforming diabetes care by making it more accessible, comprehensive and patient-centric than ever before. LMC has 13 multi-disciplinary centres of excellence and 22 clinical research sites located in 3 provinces (Ontario, Alberta, and Quebec). Our 60+ Endocrinologists, many of whom are nationally renowned for their areas of expertise, are supported by an interdisciplinary team of highly qualified Medical Office Administrators, Medical Assistants, Registered Nurses, Registered Dietitians, Physician Assistants, Pharmacists, Optometrists, Opticians, Optical Assistants, Chiropodists and Clinical Research Professionals.

Currently, our rapidly expanding team is in need of an Analyst, Helpdesk & End User Services to work for us on a permanent, full-time basis. This is a regional position with the home location-based at our site in LMC Vaughan.

Responsibilities include but are not limited to:

  • Becoming a subject matter expert in the Electronic Medical Record and other applications employed at LMC
  • Coordinate and deliver onsite, classroom, and/or 1:1 EMR training sessions to clinical staff
  • Liaise between LMC and vendors ensuring proper escalation and resolution of issues
  • Conduct workflow analysis, gather user requirements and propose system process improvement
  • Perform User Acceptance Testing and participate in projects in line with LMC’s initiatives
  • Document solutions in a knowledgebase article
  • Provide on-site and remote Service Desk & IT support to monitor/troubleshoot network, hardware, and software issues and resolving open tickets
  • Managing user accounts for new employees and changes in employment in various systems
  • Troubleshooting computer & networking equipment as necessary
  • Installation and upgrade of software solutions
  • Managing procurement, configurations, and assets for new and existing services & upgrades
Requirements preferred, but not limited to:

  • Relevant degree and/or certification in Health Informatics, Health Studies, Information Technology, Computer/Systems Engineering, or equivalent work experience.
  • Knowledge of unique healthcare requirements—such as maintaining & protecting patient privacy/data
  • Experience with EMR an asset (clinical information systems)
  • 2-5 years experience in a technical support role-- fixing & solving, documenting results, and tracking in a ticketing system an asset
  • Experience & knowledge of Windows 7 & 10 as well as Microsoft Office and server products
  • Experience & knowledge of networking and administration e.g. VOIP, WAN, VPN, firewall
  • Experience with Lenovo, Dell, HP, Xerox, ConnectWise, Fortinet VPN, Accuro EMR
  • Able to evaluate and manage multiple conflicting priorities—specifically as it relates to corporate/IT projects, service requests, and incident tickets
  • Strong oral and written communication for engaging LMC staff, IT partners, and vendors
  • Curious, creative, and adaptable to new challenges, ideas, and changes
  • The ability to maintain a positive, service-oriented, professional attitude and decorum at all times is essential
  • Ability to travel to different LMC sites. Must have a vehicle.
LMC seeks dynamic individuals who embrace learning and innovation opportunities and those who contribute to great visioning. Regular travel to LMC clinical sites will be required to support facility operations, IT service & maintenance, as required.

LMC provides seven industry-leading programs:

  • Endocrinology Specialist Practice (publicly-funded) - representing the largest group of Endocrinologists globally
  • Nationally-accredited Diabetes Education Program (publicly-funded)
  • Diabetes Pharmacy
  • Chiropody & Foot Specialist Care
  • Optometry & Eye Specialist Care
  • Canada's largest Clinical Research network specializing in Diabetes innovations
  • Virtual Health Coaching (diabetes prevention, type 2 diabetes management)
Why LMC might be right for you!

  • 2016 Certified Best Workplace™
  • 2014 and 2015 Canada’s Best Workplaces™
  • Competitive Salary
  • Comprehensive Health Benefits
  • Inclusive Employee Assistance Program
  • RRSP contribution matching
  • Education allowance (days and funding)
  • Ongoing career training and development
  • Employee Appreciation Days Off
  • Additional Holiday Closure
  • Opportunities to work with internationally renowned Endocrinologists
  • State of the art Electronic Medical Records (EMR) environment
LMC Healthcare is an organization committed to ensuring accessible services and communications to individuals with disabilities. Once an applicant has been selected for an interview, requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their accommodation needs to be known when contacted.

We thank all candidates, however, only those candidates selected for an interview will be contacted.

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Analyst, Helpdesk & End User Services

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