Desktop Support Technician/Telecom

Grand River Hospital; Kitchener; On-site; CAD 50,000 - 70,000; Full time

Job summary

A regional health network is seeking a Telecom Desktop Technician to provide technical support for desktop and telecom systems. You will assist with Cisco Unified Communications platforms and ensure reliability across the organization. Ideal candidates will have a diploma in Information Technology, three years of service desk experience, and strong communication skills. The role is full-time, located in Kitchener, Canada.

Qualifications

• Three years of experience in a service desk setting.
• Advanced knowledge with hospital-related software.
• Minimum typing speed of 60 WPM.

Responsibilities

• Provide technical support for desktop systems.
• Administer and support Cisco CUCM and related environments.
• Coordinate telecom installations and upgrades.

Skills

Technical support for desktop systems

Telecom infrastructure knowledge

Customer service communication

Troubleshooting skills

Education

Post-secondary diploma/degree in Information Technology

Tools

Cisco Unified Communications Manager

Windows

Mac

Linux

Cerner

Infor

Meditech

Job description

Work Type: Full Time

Position: Telecom Desktop Technician

Location: WRHN

Home to seven regional programs and comprehensive health‑care services, Waterloo Regional Health Network (WRHN, pronounced wren) is committed to meeting the current and emerging needs in Waterloo‑Wellington and beyond. WRHN is redefining the health‑care experience through collaboration and innovation, addressing barriers to access, advancing care delivery, and setting new standards in compassionate, empowered community‑driven health care. At WRHN, every patient is at the centre of everything we do as we strive to improve lives, inspire healing, and build healthier, stronger communities. By listening to patients and partners, we strive to connect communities to the right care, at the right place, and at the right time.

New employees must provide documentation/proof of COVID‑19 vaccination status, a 2‑step TB test, as well as proof of immunity to measles, mumps, rubella, and varicella (chickenpox) prior to their start date at Waterloo Regional Health Network (WRHN). New Employees will require clearance from Employee Health, Safety and Wellness before they are able to begin any position within WRHN.

Position Summary

The Desktop/Telecom Support Analyst is responsible for providing technical support for desktop systems, telecom infrastructure, and unified communications platforms, with a strong focus on Cisco Unified Communications Manager (CUCM). This role ensures the reliability, performance, and security of end‑user computing and voice systems across the organization.

Telecom

• Administer and support Cisco CUCM, Unity Connection, and Jabber environments.
• Configure and troubleshoot IP phones, voicemail, call routing, and dial plans.
• Coordinate telecom installations, upgrades, and maintenance with vendors.
• Monitor system performance and ensure high availability of voice services.
• Maintain telecom documentation and ensure compliance with security policies.

Desktop Support

• Provide technical assistance for desktop hardware, software, and peripheral issues.
• Install, configure, and maintain desktop and laptop systems (Windows, Mac, Linux).
• Troubleshoot and resolve issues related to operating systems, applications, and network connectivity.
• Maintain inventory of hardware/software and manage lifecycle replacements.
• Document support procedures and maintain an updated knowledge base.

Collaboration & Communication

• Work closely with IT infrastructure, network, and security teams to resolve cross‑functional issues.
• Provide end‑user training and support for telecom and desktop technologies.
• Participate in projects involving system upgrades, migrations, and new deployments.

Security & Compliance

• Ensure systems are patched and compliant with organizational security standards.
• Support incident response and vulnerability remediation efforts.
• Maintain secure configurations for desktop and telecom systems.

Position Requirements

• Completion of a post‑secondary diploma/degree in an Information Technology program (e.g., Computer Systems Technician or Network Technical Support).
• Three (3) years recent experience in a service desk setting.
• Experience identifying and troubleshooting credential, software, mechanical, and network‑based issues.
• Advanced knowledge with hospital‑related software (Cerner, Infor, Meditech, Microsoft, and AD administration).
• Demonstrated effective communication and interpersonal skills, including excellent telephone etiquette for customer service.
• Ability to document legibly, clearly, and appropriately on multiple Service Desk platforms.
• Proven ability to work in a fast‑paced, multi‑task environment with minimal supervision, utilizing effective organizational and problem‑solving skills.
• Minimum typing speed of 60 WPM.
• Demonstrated acceptable performance and attendance policy.

Application Instructions

Employees of Legacy St. Mary's General Hospital are required to submit their application electronically using INFOR. As per the collective agreement, the internal recruitment process will be completed prior to consideration of external applications.

Waterloo Regional Health Centre is committed to fair and equitable employment and in our recruitment and selection practices. We strongly believe in inclusion and diversity within our organization, and welcome all applicants including, but not limited to, racialized communities, all religions and ethnicities, persons with disabilities, LGBTQ2S+ persons, Indigenous people, and all others who may contribute to the further diversification of our hospital community. We are committed to providing and fostering a respectful workplace for all employees, free from violence and harassment.

Accommodations are available during all stages of the recruitment process in accordance with the Human Rights Code. WRHN is committed to complying with the Accessibility for Ontarians with Disabilities Act (AODA) to provide an inclusive, barrier‑free workplace. We will accommodate the accessibility needs of individuals with disabilities to support participation in all aspects of the recruitment process. Should you require this accommodation, please contact Human Resources.

International Applicants: If you are seeking employment on a temporary work or study permit, we recommend reviewing work permit restrictions as they apply to healthcare organizations in Canada. Individuals holding a work or study permit seeking employment in the healthcare sector may be required to complete additional steps in the process. This may also apply to current employees seeking renewal of their work permits. It is the accountability of the applicant and/or employee to ensure they are adhering to their specific work permit restrictions.

We would like to thank all candidates in advance for their interest and only those candidates selected for an interview will be contacted. Due to the volume of applications, we are unable to confirm the receipt of individual applications or resumes.