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About the Role
As part of our dynamic team, you can lead the way, as we continue our journey towards high reliability care! We currently have an exciting opportunity for a Service Desk Support person to join our Information Systems & Telecommunications team. Working collaboratively with staff, the successful incumbent will deliver first level support, innovative customer focused service by analyzing, troubleshooting and resolving Computer hardware/software and application related issues to hospital Staff, Physician and Volunteers in an efficient and courteous manner.
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
- Successful completion of University and/or Community College diploma in a health-related or computer technology program.
- Minimum 3 years’ experience in a Technical Service Desk role is required.
- 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 is required.
- Experience with troubleshooting and resolving computer hardware, printer hardware, peripherals, and E-Mail Systems issues is required.
- A highly developed customer-service orientation.
- Excellent attendance and discipline free record required.
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
- Peripherals 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
- Overnight
- Weekends
- Stat holidays
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
- University and/or Community College diploma in a health-related or computer technology program
Salary/Compensations
- $67,202.40-$84,055.73
About the Company
- Since opening our doors in 2015 as North America’s first fully digital hospital, we remain unwavering in our belief that we can change the hospital where we work, the community where we live, and the world of healthcare beyond our borders.
- Serving a community of 850,000 residents in North West Toronto, Equity Inclusivity and active participation in the North West Toronto Ontario Health Team are key initiatives important to our Team.
- At Humber River Health, 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 to spend with patients, to eliminate inefficiencies, and to reduce the chance of errors.
- Humber River Health is formally affiliated with both the University of Toronto and Queen’s University and committed to becoming a community academic hospital.
- Clinical Excellence, Optimizing Care through Technology and Community Connection frame our Research Strategy.
- At Humber River Health, we’re not hoping for a renaissance, we are making it happen.
- At Humber River Health, our staff, physicians, and volunteers are lighting new ways in healthcare.
- We are proud to be recognized as a 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.
- Guided by our strategic direction to embed equity, diversity and inclusion in everything we do – and to address systemic barriers – 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.
- We recognize that diverse identities and perspectives strengthen our ability to deliver safe, innovative and compassionate care.
- 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.