Help Desk Analyst

Grand River Hospital; Kitchener; On-site; CAD 40,000 - 60,000; Part time

Job summary

A regional healthcare facility is looking for a Temporary Part Time IT Support Specialist. The role involves providing service desk support, ensuring system functionality, and delivering excellent customer service. Candidates should hold a diploma in Information Technology and have previous experience in a service desk setting. Key qualifications include ITIL Foundation and CompTIA A+ certifications, along with effective communication skills. This position is based in Kitchener, Ontario, and requires a commitment to high standards of care and user support.

Qualifications

• Completion of post-secondary diploma/degree in an Information Technology program or HDI Certification preferred.
• ITIL Foundation and CompTIA A+ certifications are a definite asset.
• One (1) year recent experience in a service desk setting.

Responsibilities

• Answer and process service desk requests.
• Support system users and ensure proper equipment operation.
• Receive, prioritize, document, and actively resolve end user requests.

Skills

Customer service skills

Problem-solving skills

Effective communication

Typing speed of 60 WPM

Education

Post-secondary diploma/degree in Information Technology

Tools

Cerner

Infor

Meditech

Microsoft

AD Administration

Job description

Overview

Work Type: Temporary Part Time Until August 6, 2026

Location: WRHN @ Midtown (formerly Grand River Hospital, KW Campus)

Waterloo Regional Health Network (WRHN, pronounced wren) is home to seven regional programs and comprehensive health-care services. WRHN 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.

Please Note: 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

This position is the front line for the IT department and will answer and process service desk requests, support system users, ensure proper computer and communications equipment operation so that end users can accomplish Hospital related tasks. This position includes receiving, prioritizing, documenting and actively resolving end user requests and escalating incidents as appropriate and necessary. Problem resolution may involve the use of diagnostic and help request tracking tools at the service desk level. The position provides the highest level of customer service support to all staff, physicians, affiliates and the public. Other departmental administrative and reporting tasks will be completed as assigned.

Position Requirements

• Completion of post-secondary diploma/degree in an Information Technology program or HDI Certification preferred
• ITIL Foundation and CompTIA A+ certifications are a definite asset
• One (1) year 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 in order to provide the highest level of 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 the 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 it applies 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.