Service Desk Technician

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Responsibilities:

• Providing first level technical support to all users whether on-site or remote
• Providing customer support by troubleshooting any problems and/or concerns pertaining to end user hardware, operating systems, COTS, Telecommunications and/or hospital specific software applications
• Installation of new computer hardware (printers, desktops, laptops, and other peripheral devices)
• Performing Moves, Adds and Changes when required for computer systems
• Maintaining a complete inventory of all computer equipment and peripherals
• Develop Desktop/Laptop images using Microsoft System Centre software
• Active Directory System Administration
• User provisioning and deprovisioning (i.e. account maintenance) for Southlake and Stevenson
• Acting as a Legal Registration Authority (LRA) to grant users access to eHealth Ontario applications
• Answer calls for IT Service and Support primarily via phone, Self Service Tickets
• Transfer and escalate incidents and requests to the appropriate level support resources, following up with tickets assignees to ensure effective resolution in a timely manner
• Provide knowledge transfer and mentoring of other team members when required.
• Act as a Subject Matter Expert for Specific Technologies, services and processes where possible.
• Willingness to work days, evening, and nights (in rotation)
• Available to be on a rotational on-call
• Work occasional overtime shift when approved
• This role involves providing support during regular business hours, with the possibility of on-call duties to address urgent needs or unexpected situations as needed.
• Flexibility to respond to on-call requests when necessary.

Seniority Level:

• Entry level

Employment Type:

• Full-time

Job Function:

• Information Technology

Industries:

• Hospitals and Health Care