Service Desk Support

Humber River Health; Toronto; On-site; CAD 67,000 - 84,000; Full time

Job summary

Humber River Health is seeking a Service Desk Support to join our Information Systems & Telecommunications team in Toronto. This role provides first-level IT support to hospital staff, physicians and volunteers, troubleshooting hardware, software and applications in a fast-paced healthcare setting.

You will handle ticketing, use remote tools, and escalate issues as needed. The position is full-time, with 8:30 am–4:30 pm hours and on-site duties across all Humber River Health sites.

Qualifications

• Diploma in health-related or computer technology program.
• Minimum 3 years’ experience in a Technical Service Desk role.
• Minimum 3 years’ experience with expert level proficiency in Microsoft Windows 7/8 and Microsoft Office 2013, MS Server 2008/12, MS SQL 2008/12, and Citrix Desktop.
• Experience with Meditech and healthcare information applications is an asset.
• Experience with troubleshooting computer hardware, printers, peripherals, and E-Mail Systems issues is required.
• Experience in troubleshooting Local and Wide area networks is an asset.
• ITIL Foundation experiences and/or certification is an asset.
• A highly developed customer-service orientation.
• Excellent attendance and discipline free record.
• An understanding of equity, diversity, and inclusion principles as they relate to health practices is an asset.

Responsibilities

• Acting as the first point of contact for all computer and related hardware, application and telecom related requests for IT service and support.
• Resolve technical issues related to servers, computers, printers, computer peripheral devices and telecommunication devices.
• Troubleshoot and resolve issues with Microsoft Windows operating system, Microsoft Office and health information applications.
• Recording, categorizing and logging requests for service using a central ticket management solution;
• Leveraging available tools (SMS, remote support utilities, knowledge base and other sources of documentation) to resolve incidents in an efficient and effective manner
• Transferring and escalating incidents and problems to 2nd/3rd level support resources and following up with ticket owners to ensure resolution in a timely manner;
• Provisioning, changing and de-provisioning user accounts in accordance with corporate policies and procedures
• Ability to provide training to staff and users.
• Develops procedures and provides documentation for staff and users manuals.
• Upgrading existing PC Hardware and software.
• Provide technical support to hospital staff during business and after hours by participating in on-call rotation
• Provides end-user support for the installation and support of applications.
• Other duties as assigned.

Skills

Customer service

Windows OS

MS Office 2013

Citrix Desktop

MS SQL

Meditech

ITIL Foundation

Education

Health related diploma

Computer technology diploma

Tools

SMS Ticketing System

Job description

Build your career - at the hospital that's built for the future

Since opening our doors in 2015 as North America's first fully digital hospital, we remain unwavering in our belief that we can change the hospital where we work, the community where we live, and the world of healthcare beyond our borders. Serving a community of 850,000 residents in North West Toronto, Equity Inclusivity and active participation in the North West Toronto Ontario Health Team are key initiatives important to our Team. At Humber River Health, we use a custom combination of technology and clinical expertise to rebuild elements of care. We make technology work for staff and physicians; giving them more time to spend with patients, to eliminate inefficiencies, and to reduce the chance of errors. Humber River Health is formally affiliated with both the University of Toronto and Queen's University and committed to becoming a community academic hospital. Clinical Excellence, Optimizing Care through Technology and Community Connection frame our Research Strategy.

At Humber River Health, we're not hoping for a renaissance, we are making it happen. As part of our dynamic team, you can lead the way, as we continue our journey towards high reliability care!

We currently have an exciting opportunity for a Service Desk Support person to join our Information Systems & Telecommunications team.

Working collaboratively with staff, the successful incumbent will deliver first level support, innovative customer focused service by analyzing, troubleshooting and resolving Computer hardware/software and application related issues to hospital Staff, Physician and Volunteers in an efficient and courteous manner.

• Employment Status: Full-time
• Hours of Work: Monday to Friday 8:30am - 4:30pm
• Location: Humber River Health - all sites
• Labour Group: Non-Union
• Salary Range: $67,202.40-$84,055.73
• Reporting Relationship: Manager, Technical & Support Services

Responsibilities

• Acting as the first point of contact for all computer and related hardware, application and telecom related requests for IT service and support.
• Resolve technical issues related to servers, computers, printers, computer peripheral devices and telecommunication devices.
• Troubleshoot and resolve issues with Microsoft Windows operating system, Microsoft Office and health information applications.
• Recording, categorizing and logging requests for service using a central ticket management solution;
• Leveraging available tools (SMS, remote support utilities, knowledge base and other sources of documentation) to resolve incidents in an efficient and effective manner
• Transferring and escalating incidents and problems to 2nd/3rd level support resources and following up with ticket owners to ensure resolution in a timely manner;
• Provisioning, changing and de-provisioning user accounts in accordance with corporate policies and procedures
• Ability to provide training to staff and users.
• Develops procedures and provides documentation for staff and users manuals.
• Upgrading existing PC Hardware and software.
• Provide technical support to hospital staff during business and after hours by participating in on-call rotation
• Provides end-user support for the installation and support of applications.
• Other duties as assigned.

Qualifications

• Successful completion of University and/or Community College diploma in a health-related or computer technology program.
• Minimum 3 years’ experience in a Technical Service Desk role is required.
• Minimum 3 years’ experience with expert level proficiency in Microsoft, Windows 7, Windows 8 and Microsoft Office 2013, MS Server 2008/12, MS SQL 2008/12, and Citrix Desktop is required.
• Experience with Meditech and other healthcare information applications is an asset.
• Experience with troubleshooting and resolving computer hardware, printer hardware, peripherals, and E-Mail Systems issues is required.
• Experience in troubleshooting Local and Wide area networks and is an asset.
• ITIL Foundation experiences and/or certification is an asset.
• A highly developed customer-service orientation.
• Excellent attendance and discipline free record required.
• An understanding of equity, diversity, and inclusion principles as they relate to health practices is an asset. Humber River Health values lived and learned experiences in addressing systemic barriers and advancing inclusive practices.

Why choose Humber River Health?

At Humber River Health, our staff, physicians, and volunteers are lighting new ways in healthcare. We are proud to be recognized as a part of Greater Toronto's Top Employers by Mediacorp Canada Inc. We support employees by providing evidence-based leadership and cultivating a culture that consistently wows with our unwavering commitment to Staff, Physician and Volunteer engagement. We are a member of the Toronto Academic Health Science Network(TAHSN) and are deeply involved in research and academic collaboration. We are dedicated to high-quality patient care and demonstrate our values of compassion, professionalism, and respect. All employees have the opportunity to contribute to the Healthcare of Ontario Pension Plan (HOOPP), one of Canada's leading defined benefit pension plans, featuring employer-matched contributions to help you build a secure retirement.

Humber River Health is committed to creating an inclusive, equitable and accessible workplace that reflects the diversity of our communities. Guided by our strategic direction to embed equity, diversity and inclusion in everything we do - and to address systemic barriers - we foster a culture where everyone feels respected, valued and empowered to contribute.

We welcome applications from individuals of all equity-deserving groups, including Indigenous peoples, racialized communities, persons living with disabilities, women, 2SLGBTQ+ individuals and seniors. We recognize that diverse identities and perspectives strengthen our ability to deliver safe, innovative and compassionate care.

As an equal opportunity employer, Humber River Health complies with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. We do not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, marital status, family status, disability, or any other protected ground.

Accommodations are available throughout the recruitment process and employment. Please contact our recruitment team to discuss your needs confidentially.