Service Desk Technician - Temporary Full-Time

Brockville General Hospital; Brockville; On-site; CAD 55,000 - 75,000; Full time

Job summary

Brockville General Hospital in Ontario is seeking a Service Desk Technician on a temporary full-time basis. The successful candidate will ensure reliable computer operation, receive and prioritize requests, and deliver hands-on desktop support to end users to meet SLA targets.

You will support in-house and community partner IT environments, install and troubleshoot hardware, and communicate clearly with staff.

Qualifications

• 3-year IT Diploma or Degree in Computer Sciences or Information Systems with 1 year recent IT Desktop Support experience.
• Excellent technical knowledge of corporate hardware, networking and software.
• Hands-on hardware troubleshooting experience and asset support in hospital or large settings.
• Ability to read manuals and documentation and work independently or in a team.

Responsibilities

• Provide end-user IT support and resolve help desk requests to meet SLA targets.
• Document incidents, escalate when needed, and assist with problem resolution.
• Install, configure, diagnose, repair, and upgrade desktop hardware and software.
• Support in-house and community partner IT environments and train end users as required.

Skills

English communication

Customer support

Problem solving

Multi-tasking under stress

Team collaboration

Education

IT Diploma or Degree in Computer Science

Tools

Windows OS

Citrix

VMware

Microsoft Office

Microsoft Outlook

SMS remote tools

Job description

Career Opportunities with Brockville General Hospital

A great place to work.

Current job opportunities are posted here as they become available.

Service Desk Technician - Temporary Full-Time

Status : Temporary Full-Time (up to 18 months with possible extension)

Department : Information Technology

UNION: Non-Union

Position Summary :

The Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. The Service Desk Technician is expected to have exceptional oral and written communications and customer support skills.

The Service Desk Technician’s role will also expand to support and maintain in-house & community partners technology environment and IT assets. This includes installing, configuring, diagnosing, repairing, and upgrading all corporate hardware and equipment while ensuring its optimal performance. The person will also troubleshoot problem areas and work to resolution in a timely and accurate fashion and provide end user training and assistance where required.

Participates in service and hospital-wide activities and programs that model and promote a safe and healthy client-centered environment and that contribute to quality improvement and risk management initiatives.

Requirements:

Education and Experience:

• 3-year IT Diploma or Degree in Computer Sciences or Information Systems with one (1) year recent experience in an IT Desktop Support organization or an equivalent combination of education and experience.
• Excellent technical knowledge of corporate, networking, and other hardware
• Comprehensive hands-on hardware troubleshooting experience.
• Extensive equipment support experience with preferably in a hospital or large institutional setting
• Working technical knowledge of current network protocols, operating systems, software, and standards, including Windows Servers, Citrix, and VMWare.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into hardware products and issues as required.
• Demonstrated experience and ability in working both independently and as a member of a team.
• Experience in project management or in a project team is an asset.

Skills and Abilities:

• Demonstrated ability to speak, read and write English.
• Demonstrated proficiency and troubleshooting skills with Windows operating systems and network environment.
• Demonstrated knowledge of computer hardware and peripherals.
• Demonstrated ability to use Microsoft Office products (Word Level 2 and Excel Level 2)
• Demonstrated ability to use Microsoft Outlook (Level 2)
• Demonstrated ability to deal with confidential issues. A high responsibility level is associated with this position due to the sensitive and restricted/classified nature of the information contained in the hospital’s information systems, particularly the Patient Care System.
• Demonstrated knowledge of remote tools preferably SMS.
• Ability to multi-task and work in a stressful environment.
• Ability to deal with difficult people and people experiencing elevated levels of stress.
• Basic knowledge of LAN, WAN, and TCP/IP.
• Exceptional interpersonal skills, with a focus on rapport building, listening and questioning skills.
• Exceptional communication skills - oral, written, and electronic.
• A systematic, analytical approach to problem solving.
• Experience in the healthcare sector preferred.
• Entry level IT Certifications and ITIL Certification considered an asset.