Service Desk Support

Humber-River-Health; Toronto; On-site; CAD 69,000 - 86,000; Full time

Job summary

Humber River Health is seeking a Full-time Service Desk Support specialist to join the Information Systems and Telecommunications team. You will deliver first-level IT support to hospital staff, physicians and volunteers, resolving hardware, software and application issues efficiently.

The role requires a diploma in a health-related or computer technology field, 3+ years of service desk experience, and proficiency with Windows/Office/Server and Citrix.

Qualifications

• Diploma in health or computer technology from a university or college.
• Minimum 3 years in a technical service desk role.
• Experience with Windows 7/8, Office 2013, Windows Server 2008/12, MS SQL 2008/12, and Citrix Desktop.
• Familiarity with Meditech is an asset; ITIL foundation is an asset.

Responsibilities

• Act as first point of contact for IT service and support requests.
• Troubleshoot and resolve hardware, software, and telecom issues.
• Record and categorize requests in a central ticket system.
• Provide end-user training and documentation for staff.
• Participate in after-hours on-call rotations as needed.

Skills

Technical support

Customer service

Problem solving

Education

Diploma in health or computer tech

Tools

Microsoft Windows

Microsoft Office

MS Server 2008/12

MS SQL 2008/12

Citrix Desktop

Job description

Position Profile

Humber River Health. Tomorrow's Healthcare, Today.

Humber River Health is a multi-site organization serving a population of more than 850,000 people in the northwest Greater Toronto Area. The organization is a member of the Toronto Academic Health Science Network (TAHSN) and operates Hennick Humber Hospital, along with its Finch and Church campuses, supported by more than 5,000 employees, approximately 800 physicians, and over 600 volunteers.

Hennick Humber Hospital is North America’s first fully digital hospital. Through robotics and advanced technology, patients benefit from less pain, fewer complications, and shorter hospital stays. A custom combination of technology and clinical expertise supports a reimagined model of care focused on safety, efficiency, and improved outcomes. Its digital ecosystem includes automated laboratory services, medication management robotics, electronic health records, a Command Centre, computerized physician order entry, bedside computer terminals, and surgical tracking systems that keep families informed in real time.

These innovations enhance communication, improve efficiency, and create a more connected experience for patients and families.

This transformation has been made possible through the dedication of Humber’s staff, physicians, and volunteers. Together, they are united by a shared belief: the power to transform healthcare through innovation, collaboration, and excellence. With strong teams and a commitment to continuous improvement, Humber River Health continues to deliver Tomorrow’s Healthcare, Today.

We currently have an exciting opportunity for a Full-time Service Desk Support person to join ourInformation Systems & Telecommunications team.

Working collaboratively with staff, the successfulincumbent 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-timeHours of Work: Tuesday to Saturday 12:30 am - 8:30 amLocation: Humber River Health – all sitesLabour Group: Non-Union

Salary Range: $68,714.10 - $85,948.20Reporting Relationship:Manager, Information Systems

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 delivering Tomorrow's Healthcare, Today. We are proud to have been recognized as a part of Greater Toronto’s Top Employers by Mediacorp Canada Inc. Wesupport 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 dedicated to high-quality patient care and demonstrate our values of compassion, professionalism, and respect.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 recognizethat 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.