Service Desk Support Technician

St. Joseph's Healthcare Hamilton; Hamilton; On-site; CAD 30,000 - 60,000; Full time

Job summary

A healthcare facility in Hamilton is seeking a Service Desk Support Technician to provide technical assistance for IT service incidents. Candidates should possess a mix of technical and customer service skills, with qualifications that include IT certifications. The role demands effective communication and strong organizational abilities in a fast-paced environment. The wage rate ranges from $30.57 to $33.27 per hour, plus 14% in lieu of benefits.

Qualifications

• Minimum six months experience in a related environment.
• Extensive experience in a wide variety of computer applications.
• Ability to coordinate and prioritize multiple tasks.

Responsibilities

• Provide initial technical assistance and support for incoming service incident requests.
• Document all pertinent user/customer identification information.
• Prioritize problems for resolution and elevate when necessary.

Skills

Technical skills

Customer service skills

Communication skills

Analytical skills

Problem-solving skills

Education

Completion of Grade 12

2-year post-secondary program in computer related field

A+ Certification

Microsoft Certification

ITIL related training

Healthcare IT Tech certification

Tools

IT Service Management Tool (ITSM)

Business productivity software

Hospital system applications

Job description

Position Summary

The Service Desk Support Technician role is to provide technical assistance and support for incoming IT service incident and requests. Candidates should have a mix of technical and customer service skills and communication and be passionate about technology and helping people with a strong focus on customer satisfaction.

Qualifications

• Completion of Grade 12, plus minimum of 2-year post-secondary program in computer related field.
• Additional training and certification to include A+ Certification, Microsoft Certification, ITIL related training, Healthcare IT Tech certification or equivalent.
• Minimum six months experience in a related environment.
• Experience with common business productivity software and hospital system applications.
• Solid analytical/cognitive skills to troubleshoot complex and technical problems
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.
• Demonstrated capability to achieve results under pressure in a fast paced client driven environment.
• Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers.
• Extenstive experience in a wide variety of computer applications.

Responsibilities

• Provide initial (Level 1) technical assistance and support for incoming service incident requests and issues related to users. Examples include password resets, printer configurations, break/fix. Communicates with customers at all levels of technical and non-technical skills sets.
• Documents all pertinent user/customer identification information, including name, department, contact information, and nature of problem or issue or any additional information as required.
• Prioritize problems for resolution. Elevates complex (Level 2) and/or high priority problems to the appropriate specialized support groups for resolution and/or Supervisor/Manger if and as required.
• Records, tracks, and documents the service desk incident or request including actions taken, through to final resolution, using required tools / applications such as IT Service Management Tool (ITSM)
• Accesses Internet websites, internal or external knowledge bases, and frequently asked questions resources to learn and aid in troubleshooting to perform required tasks.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform post-resolution follow-ups to incident and request if required. Follows up with end users to provide status updates.
• Recommends procedure modifications, ideas or improvements.
• Performs other related duties as assigned by Manager

Wage Rate

Hourly: $30.57...$31.92...$33.27 (plus 14% in lieu of benefits)