Service Desk Support

Position Profile

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.

Employment Status: Full-time

Hours of Work: Monday to Friday 8:30am - 4:30pm

Location: Humber River Health – all sites

Labour Group: Non-Union

Salary Range: $67,202.40-$84,055.73

Reporting Relationship: Manager, Technical & Support Services

• Acting 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.
• Recording, categorizing and logging requests for service using a central ticket management solution;
• Leveraging available tools (SMS, remote support utilities, knowledge base and other sources of documentation) to resolve incidents in an efficient and effective manner
• Transferring and escalating incidents and problems to 2nd/3rd level support resources and following up with ticket owners to ensure resolution in a timely manner;
• Provisioning, changing and de-provisioning user accounts in accordance with corporate policies and procedures
• Ability to provide training to staff and users.
• Develops procedures and provides documentation for staff and users manuals.
• Upgrading existing PC Hardware and software.
• Provide technical support to hospital staff during business and after hours by participating in on-call rotation
• Provides end-user support for the installation and support of applications.
• Other duties as assigned.

• 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 Meditech and other healthcare information applications is an asset.
• Experience with troubleshooting and resolving computer hardware, printer hardware, peripherals, and E-Mail Systems issues is required.
• Experience in troubleshooting Local and Wide area networks and is an asset.
• ITIL Foundation experiences and/or certification is an asset.
• A highly developed customer-service orientation.
• Excellent attendance and discipline free record required.
• An understanding of equity, diversity, and inclusion principles as they relate to health practices is an asset. Humber River Health values lived and learned experiences in addressing systemic barriers and advancing inclusive practices.

We welcome applications from individuals of all equity-deserving groups, including Indigenous peoples, racialized communities, persons living with disabilities, women, 2

SLGBTQ+ 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. Please contact our recruitment team to discuss your needs confidentially.