IT Support Technician

CGI Njoyn; Toronto; On-site; CAD 52,000 - 70,000; Full time

Benefits offered by this job

Retirement Planning Program

Generous vacation days for permanent &

Work-life balance

Learning and Professional Development

Flexible benefits program

Job summary

CIHI is seeking an IT Support Technician to provide accurate and timely responses to incidents and service requests related to end-user hardware and software, with onsite and remote support for desktops, laptops, tablets, and conferencing equipment.

You will diagnose, prioritize, and resolve issues, support AD and Office365, and contribute to ITSM problem management while maintaining documentation and procedures.

Qualifications

• Strong customer service orientation with ability to liaise with technical and non-technical users.
• Experience in desktop support or service desk environments supporting Windows PC/laptop/tablet hardware and peripherals.
• Familiarity with Active Directory and Office 365.
• Knowledge of ITIL foundations and certifications is an asset.

Responsibilities

• Provide accurate and timely response to incidents and service requests related to end-user hardware and software, including laptops, tablets, mobile devices, peripherals, and videoconferencing equipment.
• Recommend and perform proactive maintenance, installation, or replacement of laptop components and software.
• Manage desktop/laptop lifecycle through imaging, configuration, installation, and recovery of devices and peripherals.
• Support the Service Desk via ServiceNow, chatbox, phone, and email.
• Assist in documenting standard operating procedures and knowledge bases.

Skills

Customer service

Communication

Team collaboration

Problem solving

Education

Undergraduate degree in Computer Engineering Technology or Computer Science

Certifications such as A+, MCP, MCSE, MCITP/MCSA

Tools

ServiceNow

Office365

Active Directory

Windows OS

Job description

We are an organization comprised of industry thought leaders who are passionate about health data and want to make a difference in the health care field. We are an independent, not-for-profit organization and together with our partners we provide essential information on Canada's health systems, enabling decisions that lead to healthier Canadians. As a valued member of the CIHI team, you and your work will have a pivotal role in the evolution of Canada's health care systems.

CIHI is recognized as an exceptional place to work that embraces diversity, respect, integrity, collaboration and innovation. Learn about our Equity, Diversity and Inclusion Strategy and the work being done to create a more inclusive and welcoming organization by focusing on how we learn, govern and practise.

At CIHI, we recognize what matters to our employees. Some of the benefits of working at CIHI include

• Retirement Planning Program
• Generous vacation days for permanent and long-term contracts
• Work-life balance
• Learning and Professional Development Program
• Flexible benefits program from your first day on the job for permanent and long-term contracts

Why is this role important?

The IT Support Technician provides accurate and timely responses to incidents and service requests related to end-user hardware and software environments. This includes onsite and remote support for desktops, laptops, tablets, mobile devices, peripherals, telephones, and videoconferencing equipment. This role involves diagnosing, prioritizing, and resolving incidents, performing restorative and corrective actions, and supporting ITSM Problem Management through continuous improvement and collaboration.

What you'll do

1. Provide accurate and timely response to incidents and service requests related to end-user hardware and software, environment including installation and configuration of laptops, tablets, mobile devices, peripherals, and videoconferencing/conference rooms.
2. Recommend and perform proactive and scheduled maintenance, installation, or replacement of laptop components and software, including testing and monitoring, escalating issues as needed.
3. Execute and support desktop/laptop lifecycle management through imaging, configuration, installation, and recovery of devices and peripherals. Manage IT inventory securely and organized.
4. Provide auxiliary support to the Service Desk via ServiceNow, chatbox, phone, and email on assigned or ad hoc basis.
5. Provide technical consultation and recommend solutions for medium complexity technical issues.
6. Provide support to CIHI’s meeting room facilities by configuring meetings, training events, and other corporate events requiring IT assistance, including proactive inspection and issue resolution.
7. Assist in maintaining Active Directory services, including user account management.
8. Adhere to CIHI’s ITS processes including ISMS(Information Security Management System) and ITIL foundational processes (incident, change, and problem management).
9. Assist in documenting and developing standard operating procedures and technical knowledge bases for end-user support.
10. Participate in audits as required.

What you'll bring to the table

Undergraduate degree in Computer Engineering Technology, Computer Science or related field, or equivalent combination of education and related experience
Certifications such as A+, MCP, MCSE, MCITP/MCSA (Enterprise Desktop Support), CCNA or equivalent are assets.
1-3 years experience in desktop support or technical service desk environments supporting Windows PC/laptop/tablet hardware and peripherals.
Demonstrated ability to install, configure, and support Windows desktop hardware and software.
Working knowledge of mobile devices (iPhone/iPad) and operating systems.
Working knowledge of Active Directory and Office365.
Experience documenting operational procedures.
Strong customer service orientation with ability to liaise with technical and non-technical users.
Knowledge of ITIL foundations and certifications is an asset.
Collaborative team player with excellent communication and interpersonal skills.

Additional Requirements

Primary locations: Toronto or Ottawa.
Provide on-call coverage for after-hours monitoring and support as required.
Must comply with all CIHI workplace policies, including privacy and confidentiality.
Fluency in English is required, bilingualism in both official languages is an asset.

We thank all those who apply, however, only candidates selected for an interview will be contacted.

At CIHI we are committed to fostering an inclusive, barrier-free and accessible environment. Part of this commitment includes arranging accommodations to ensure an equitable opportunity to participate in the recruitment and selection process. If you require an accommodation, we will work with you to meet your needs.

Please note the CIHI Recruiting Team uses email to communicate with applicants. Please make sure your profile has an updated email address that is checked regularly, including the junk/spam mail folder, as we send time sensitive emails (i.e. testing and interview bookings).