IT Generalist

Hamilton Family Health Team; Hamilton; On-site; CAD 52,000 - 70,000; Full time

Job summary

Hamilton Family Health Team is seeking an IT Generalist to be the first point of contact for technical issues, triage tickets, and provide timely on-site support across Hamilton region. You will maintain asset records, assist with access management, and ensure a positive user experience in a fast-paced health environment.

The role requires 2+ years of Level 1 Help Desk experience, familiarity with Active Directory and M365, and strong communication skills.

Qualifications

• Minimum two years of Level 1 Help Desk support experience.
• Healthcare environment experience preferred.
• Familiar with AD, M365, and asset management tools.
• Strong communication and customer-service orientation.
• Ability to work independently and in a team.

Responsibilities

• Review, triage, and prioritize IT support tickets.
• Troubleshoot hardware, software, networking, and user access issues.
• Log and track ticket statuses, update records.
• Escalate complex issues to internal teams or vendors.
• Maintain IT asset records and CMDB entries.
• Provide on-site IT support at Hamilton locations.
• Assist with onboarding/offboarding IT equipment and access.
• Support Facilities team as needed.
• Travel to affiliate locations within Hamilton region.

Skills

Help Desk Experience

Customer Service

Communication Skills

Independent & Teamwork

Problem-Solving

Education

Post-secondary IT education or equivalent

Tools

Active Directory

M365 administration

CMDB tools

Windows & macOS

Job description

Together, we do amazing things every day.

Imagine a supportive employer, a career that fits your lifestyle, and many learning opportunities. With the Hamilton Family Health Team, you can have all of that, and more. We work hard to create an innovative and diverse workplace that values the contributions of our employees. No matter what your role, working with us is about making a difference – every day!

Position Overview:

As an IT Generalist you shall act as a hands-on help desk experience professional. This position will be the first point of contact for our clients, assisting with technical issues and inquiries. They shall be responsible for triaging and resolving support tickets, maintaining accurate IT asset records and serving as a reliable point of contact for day- to day technology needs by providing timely assistance, and maintaining a positive customer experience.

Roles and Responsibilities:

• Review, triage, and prioritize incoming IT support tickets based on urgency and business impact.
• Troubleshoot and resolve hardware, software, system, and user access issues.
• Document, track, and update ticket statuses to ensure accurate recordkeeping and communication.
• Escalate complex technical issues to the appropriate internal teams or external vendors as required.
• Maintain service levels by responding to and resolving support requests in a timely manner.
• Handle all inbound help desk calls, ensuring tickets are correctly logged and documented
• Maintain accurate and up-to-date records of IT assets, including hardware, software licenses, and equipment assignments
• Assist with password resets, account creations, and access-related inquiries.
• Document support procedures, technical issues, troubleshooting steps, and resolutions to maintain an accurate knowledge base.
• Escalate complex issues to appropriate teams or senior IT staff as needed
• Assist with onboarding/offboarding tasks related to IT equipment and access.
• Provide backup support to the Facilities team.

Travel to affiliate locations within the Hamilton region to provide on-site support as required.

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Qualifications and Skills:

• Minimum two years of Level 1 Help Desk Support Experience preferably in a health care setting.
• Post-secondary education in IT, or equivalent combinations of education & experience, and IT-based certifications
• Familiarity with Active Directory, M365 administration
• Experience with Active Directory, Networking & WIFI
• Experience with IT asset management tools or CMDB platforms
• Familiarity with common operating systems (Windows, macOS) and productivity software
• Excellent Verbal and written communication skills
• Customer Service Focused
• Ability to work independently and collaboratively in a fast-paced environment
• Excellent communication and customer service skills
• Ability to work in a fast-paced environment and prioritize tasks effectively.
• Valid Class G Driver’s License & Vehicle
• Provide daily on-site business support, and the ability to travel between locations as required.
• Valid Class G driver's license and access to a reliable vehicle, required to provide on-site support to affiliate locations within the Hamilton region as needed

Specialized skills and knowledge:

• Ability to prioritize multiple issues and understand critical first
• Ability to troubleshoot and solve problems, sometimes with “out of the box” solutions
• Detail-oriented logical thinker with the ability to juggle multiple competing priorities
• Strong attention to detail, especially when tracking and updating asset information
• Excellent Analytical and problem-solving skills
• Diplomacy and Confidentiality
• Be able to work independently as well as in a team environment

Classification: Non-Union

Employee Class: Full-Time

Schedule: Monday-Friday; 40hrs/week

Date Available: ASAP

If successful in receiving a job offer with the Hamilton Family Health Team, new hires may be required to provide proof of full COVID-19 vaccination prior to start date as a condition of their employment. If successful candidates are unable to get their COVID-19 vaccination as a result of a medical exemption, they may be required to submit supporting documentation to establish that they are exempt from this requirement.

The HFHT is committed to building a respectful, caring, equitable, and inclusive workplace where staff reflect the diversity of the communities that we serve. As such, we welcome applications from all qualified individuals including all equity-deserving groups. In addition, we are committed to accessibility and creating a barrier free hiring process in accordance with the Ontario Human Rights Code, and the AODA (Accessibility for Ontarians with Disabilities Act, 2005). Accommodation is available upon request at any point in the selection process by notifying the recruitment staff.