Healthcare IT Support Specialist

Wetech Alliance; Windsor; On-site; CAD 44,000 - 52,000; Full time

Benefits offered by this job

Pension

Wellness Days

EAP

Job summary

TransForm Shared Service Organization is seeking a Support Analyst to maintain and troubleshoot technology equipment and software across the regional hospitals in ESC LHIN. You will handle front-line service desk requests, escalations, and device management to ensure reliable IT services.

The role requires a university IT degree and ITIL Foundation v3 certification, with 1–2 years of healthcare IT experience.

Qualifications

• Minimum three (3) year University Degree or Community College diploma in Information Technology.
• One to two (1-2) years of experience in supporting technology solutions and/or services in a complex IT healthcare environment.
• Must have ITIL Foundation v3 certification.

Responsibilities

• Responds to service desk requests as part of a regional team.
• Demonstrate superior verbal & written English communication.
• Follows documented and learned support procedures for effective delivery of services.
• Receive escalations and urgent calls from the regional service desk team, take appropriate action.
• Manages tickets effectively by following the incident management processes.
• Record, track and document all requests and incidents using Cherwell service management tool ensuring proper actions are taken through final resolution are documented by the assigned resources.
• Keeps the end user informed and up to date on the progress of their request or issue through Cherwell ensuring that all correspondence is tracked and visible within the incident.
• Follows the best practices of ITIL Incident Management, leads by example, and helps make improvements by playing an active role and being a champion for change.
• Install, configure, test, maintain, monitor, troubleshoot end user and network hardware, software, peripheral devices, printing/scanning devices, presentation equipment, and other products & services.
• Escalate relevant issues to the Sr Support Analyst or Manager of Tech Support when required.
• Work effectively and support all IS members and portfolios.
• Assign appropriate tasks to IS escalation resources by following established support procedures while keeping up to date with out-of-office and backup notifications.
• Create and help maintain support procedures, inventory lists, and other documentation used by the tech support team.
• Improve response times to service requests and incidents to meet & exceed service level agreements.
• Participate as needed in local and regional IS projects.
• Continuously upgrade knowledge and skill with relevant and current technologies and software systems to improve overall service delivery.
• Liaises with third-party support and PC equipment vendors
• Escalate issues that are not resolved using the escalation procedure
• Participate in recommendations for assigned areas of responsibility
• Manage continuously changing and competing priority service requests and incidents submitted by customers.
• Share responsibility for the upkeep and safeguarding of production systems in partnership with the IT team.
• Communicate high priority or escalated issues with Service Desk and Information Technology management team

Skills

IT support experience

Healthcare IT environment

English communication

Education

Bachelor's degree or equivalent in Information Technology

ITIL Foundation v3 certification

Job description

TransForm Shared Service Organization is seeking a Support Analyst to maintain and troubleshoot technology equipment and software across the regional hospitals in ESC LHIN. You will handle front-line service desk requests, escalations, and device management to ensure reliable IT services.

The role requires a university IT degree and ITIL Foundation v3 certification, with 1–2 years of healthcare IT experience.