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About the Role

Humber River Health is seeking a Full-time Service Desk Support person to join their Information Systems & Telecommunications team. The role involves delivering first-level support and customer-focused service by analyzing, troubleshooting, and resolving computer hardware, software, and application issues for hospital staff, physicians, and volunteers.

Responsibilities

• Act as the first point of contact for all computer and related hardware, application, and telecom 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.
• Excellent attendance and discipline-free record.

Skills

• Microsoft Windows 7
• Microsoft 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
• Customer service orientation

Location

• Humber River Health – all sites

Work Type

• Full-time
• Tuesday to Saturday 12:30 am - 8:30 am

Experience Level

• Minimum 3 years’ experience in a Technical Service Desk role
• Minimum 3 years’ experience with expert level proficiency in Microsoft, Windows 7, Windows 8 and Microsoft Office 2013, MS Server 2008/12, MS SQL 2008/12, and Citrix Desktop

Education Level

• Successful completion of 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 a multi-site organization serving over 850,000 people in the northwest Greater Toronto Area.
• It is a member of the Toronto Academic Health Science Network (TAHSN) and operates Hennick Humber Hospital with Finch and Church campuses.
• The organization is supported by over 5,000 employees, approximately 800 physicians, and over 600 volunteers.
• Hennick Humber Hospital is North America’s first fully digital hospital, utilizing robotics and advanced technology to improve patient outcomes.
• The digital ecosystem includes automated laboratory services, medication management robotics, electronic health records, a Command Centre, computerized physician order entry, bedside computer terminals, and surgical tracking systems.
• Humber River Health is proud to be recognized as part of Greater Toronto’s Top Employers.
• They support employees by providing evidence-based leadership and cultivating a culture of engagement.
• The organization is dedicated to high-quality patient care and demonstrates 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.
• They foster a culture where everyone feels respected, valued, and empowered to contribute.
• They 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.
• They 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.