Helpdesk Technician

Collège Boréal; Elliot Lake; On-site; CAD 50,000 - 65,000; Full time

Job summary

A leading healthcare organization is seeking a Helpdesk Technician to provide end-user support across multiple sites. The role involves managing and troubleshooting IT systems and devices, contributing to new technology implementations, and ensuring high-quality customer service. Ideal candidates will have a background in computer or information systems, experience in healthcare environments, and strong technical skills.

Qualifications

• Bilingualism is an asset.
• Experience working in a healthcare setting.
• Experience with Meditech software applications.

Responsibilities

• Provide technical support and resolution of support queries.
• Log and track issues in ticketing system.
• Setup and maintain network devices and ensure system security.

Skills

Customer Service

Technical Troubleshooting

Communication Skills

Time Management

Education

Three-year College Diploma or University Degree in Computer/Information Systems

Tools

Windows Client OS

Microsoft Office

Active Directory

Exchange

Enterprise Level Antivirus

Job description

KEY FUNCTION:
The Helpdesk Technician is responsible for providing end user support across three sites: St. Joseph’s
General Hospital Elliot Lake; St. Joseph’s Manor; Oaks Treatment Centre. This role involves managing
the day-to-day support of SJGHEL’s Information Systems, including applications, desktop computers,
laptops, printers, and other devices defined by the Information Technology (IT) Department. The role also
provides remote support and assists with hardware and software installations. In addition to
troubleshooting, the Helpdesk Technician contributes to the planning and implementation of new
technologies and the maintenance of existing infrastructure. After-hours work will be necessary at times
for support calls, for urgent incidents or planned implementations at all sites.

REPORTING:
Reporting directly to the Manager, Information Systems

DUTIES:
1. Provide technical support, triage and resolution of support queries on systems and applications.
2. Identify and solve problems forwarded by the Service Desk in a timely and organized fashion.
3. Analyze and interpret users needs for systems, applications or devices and effectively communicate
them to team members and/or vendor application specialists.
4. Repair or install hardware and software with minimum interruptions or down time.
5. Provide technical advice and consultation.
6. Log and track issues in ticketing system and re-assign if not resolved.
7. Image computers and maintain software/Operating System (OS) standards.
8. Maintain appropriate licensing and inventory of software and hardware.
9. Setup and maintain network devices, including routers, switches, wireless access points, and
monitoring tools.
10. Work collaboratively with third party vendors and the IT team to ensure the reliable function of
systems, applications and security solutions including anti-virus, intrusion and spam detection
systems and threat assessments.
11. Recommend, schedule, and perform software and hardware improvements, upgrades, patches,
reconfigurations, and/or purchases.
12. Support the development and implementation of new technology installations.
13. Sound experience with the support and administer Meditech & Meditech Expanse including the
application modules, data dictionaries/tables, interfaces and reporting tools like Tableau or Crystal
Reports.
14. Maintain Windows based application servers to ensure the proper functioning of all hospital
computerized information systems.
15. Prepare and update documentation, procedures manuals, and quick reference guides.
16. Accurately document instances of equipment or component failure, repair, installation, and removal.

JOB DESCRIPTION
17. Administer add, move, and change requests, maintain end user accounts, permissions, and access
rights.
18. Monitor and test network performance and provide network performance statistics and reports.
19. Perform other duties as assigned.

QUALIFICATIONS

EDUCATION AND TRAINING:
1. Three (3) year College Diploma or University Degree in Computer/ Information Systems or related
program from an accredited University or College preferred.

EXPERIENCE:
1. Experience working in a healthcare setting is an asset.
2. Experience with Meditech software applications is an asset.
3. Experience in a Service Desk environment is an asset

KNOWLEDGE/SKILLS/ABILITIES:
1. Knowledge of, and willingness to support SJGHEL’s Mission, Vision & Values of Compassion,
Humility & Harmony, Respect, Integrity, Social Responsibility and The Sacredness of Life
2. Proficient in articulating technical concepts to non-technical individuals through both verbal and
written communication.
3. Demonstrated capability in delivering exceptional customer service and assistance to users of
diverse technical backgrounds.
4. Skilled in promptly analyzing and resolving technical issues with efficiency and accuracy.
5. Detailed knowledge of Windows Client OS, Microsoft Office, Active Directory, Exchange, and
Enterprise Level Antivirus
6. Experience with desktop and application server support.
7. Knowledge of current network hardware, protocols, and standards.
8. Hands-on hardware/software troubleshooting experience.
9. Excellent time management skills, ability to effectively deal with multiple competing priorities while
meeting deadlines.
10. Ability to work effectively and collaboratively in a team environment while also working well
independently as required.

PERSONAL SUITABILITY:
1. Ability to develop partnerships and collaborative processes across the organization.
2. Demonstrated ability to take appropriate action to resolve workplace related issues and problems.
3. Demonstrated commitment to ongoing professional development.
4. Demonstrated professionalism in dealing with confidential and sensitive issues.
5. Demonstrated positive work record and excellent attendance record.
6. Ability to meet the physical and sensory demands of the job.
7. Ability to travel between local sites.

OTHER:
Bilingualism is an asset