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About the Role

As part of Humber River Health's dynamic team, you can lead the way as we continue our journey towards high reliability care. This role involves delivering first-level support and innovative customer-focused service by analyzing, troubleshooting, and resolving computer hardware, software, and application-related issues for hospital staff, physicians, and volunteers efficiently and courteously.

Responsibilities

• Act as the first point of contact for all computer and related hardware, application, and telecom-related requests for IT service and support.
• Resolve technical issues related to servers, computers, printers, computer peripheral devices, and telecommunication devices.
• Troubleshoot and resolve issues with Microsoft Windows operating system, Microsoft Office, and health information applications.
• Record, categorize, and log requests for service using a central ticket management solution.
• Leverage available tools (SMS, remote support utilities, knowledge base, and other sources of documentation) to resolve incidents efficiently and effectively.
• Transfer and escalate incidents and problems to 2nd/3rd level support resources and follow up with ticket owners to ensure timely resolution.
• Provision, change, and de-provision user accounts in accordance with corporate policies and procedures.
• Provide training to staff and users.
• Develop procedures and provide documentation for staff and user manuals.
• Upgrade existing PC hardware and software.
• Provide technical support to hospital staff during business and after hours by participating in on-call rotation.
• Provide end-user support for the installation and support of applications.
• Perform other duties as assigned.

Requirements

• Minimum 3 years of experience in a Technical Service Desk role.
• Minimum 3 years of experience with expert-level proficiency in Microsoft Windows 7, Windows 8, Microsoft Office 2013, MS Server 2008/12, MS SQL 2008/12, and Citrix Desktop.
• Experience with troubleshooting and resolving computer hardware, printer hardware, peripherals, and E-Mail Systems issues.
• A highly developed customer-service orientation.
• Excellent attendance and discipline-free record.

Skills

• Microsoft Windows 7
• Windows 8
• Microsoft Office 2013
• MS Server 2008/12
• MS SQL 2008/12
• Citrix Desktop
• Meditech
• Healthcare information applications
• Computer hardware troubleshooting
• Printer hardware troubleshooting
• Peripheral troubleshooting
• E-Mail Systems troubleshooting
• Local area networks
• Wide area networks
• ITIL Foundation

Location

• Humber River Health – all sites

Work Type

• Part-time
• Days
• Evenings
• Overnights
• Weekends
• Holidays

Experience Level

• Minimum 3 years

Education Level

• University and/or Community College diploma in a health-related or computer technology program

Salary/Compensations

• $68,714.10-$85,948.20

About the Company

• Humber River Health is North America's first fully digital hospital, opened in 2015.
• We serve a community of 850,000 residents in North West Toronto.
• Key initiatives include Equity, Inclusivity, and active participation in the North West Toronto Ontario Health Team.
• We use a custom combination of technology and clinical expertise to rebuild elements of care.
• We make technology work for staff and physicians, giving them more time with patients, eliminating inefficiencies, and reducing errors.
• Humber River Health is formally affiliated with the University of Toronto and Queen’s University, committed to becoming a community academic hospital.
• Our Research Strategy is framed by Clinical Excellence, Optimizing Care through Technology, and Community Connection.
• We are proud to be recognized as part of Greater Toronto’s Top Employers by Mediacorp Canada Inc.
• We support employees by providing evidence-based leadership and cultivating a culture that consistently wows with our unwavering commitment to Staff, Physician, and Volunteer engagement.
• We are a member of the Toronto Academic Health Science Network (TAHSN) and are deeply involved in research and academic collaboration.
• We are dedicated to high-quality patient care and demonstrate our values of compassion, professionalism, and respect.

Equal Opportunity

• Humber River Health is committed to creating an inclusive, equitable, and accessible workplace that reflects the diversity of our communities.
• We foster a culture where everyone feels respected, valued, and empowered to contribute.
• We welcome applications from individuals of all equity-deserving groups, including Indigenous peoples, racialized communities, persons living with disabilities, women, 2SLGBTQ+ individuals, and seniors.
• As an equal opportunity employer, Humber River Health complies with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.
• We do not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, marital status, family status, disability, or any other protected ground.
• Accommodations are available throughout the recruitment process and employment.