System Technician {NU C-26-056}

Workland; North Bay; Hybrid; CAD 45,000 - 65,000; Full time

Job summary

North Bay Regional Health Centre is seeking an ITS System Technician to support the Service Desk and End User Support teams. You will act as a primary contact for ITS issues, assist with incident resolutions, and provide on-call support on a rotational basis.

The role includes field service for hospital units and remote sites, with emphasis on customer service and efficient issue resolution. Ideal candidates will have a 2-year IT diploma, familiarity with Windows 10/11, AD and M365, and ITSM

Qualifications

• Two-year college diploma with exposure to hardware and systems.
• CompTIA A+ and ITIL Foundation are assets.
• Experience with Windows 10/11, Active Directory and Microsoft 365 administration.
• Experience with hardware troubleshooting and imaging tools is a plus.
• Basic understanding of TCP/IP, DNS, DHCP networking.
• Experience in a Service Desk/End User Support environment.

Responsibilities

• Serve as a main point of contact for ITS issues and requests.
• Monitor and report on Service Desk performance and ticket closures.
• Provide after-hours, on-call support on a rotational basis.
• End user support including location field services for hospital units and remote sites.
• Coordinate with ITS team to restore service quickly and efficiently.

Skills

Customer service

Communication

Windows administration

Networking basics

Bilingual (EN/FR)

Education

Two-year IT college diploma

Tools

ServiceNow

Jira

ManageEngine

Freshservice

BMC Remedy

Job description

Department: Information Systems Technology

Initial competition is now closed.

We are continuing to accept applications until a candidate is selected.

Reporting to the Manager of Service Delivery, the ITS System Technician will be responsible in assisting the Information Technology Support staff with ongoing user support by serving as part of the Service Desk Operations and End User Support team who:

• Serve as a main point of contact for ITS related issues and requests
• Provide customer service related activities including monitoring, escalation, and ongoing communication with the requesting users or units
• Manage or fulfil standard requests and incident resolutions on the service desk and end user support side
• Communicate with, and dispatch other ITS department members as needed to restore service or fulfil new requests quickly and efficiently
• Monitor and report on Service Desk performance including proper handling and closure of all ITS requests and incident tickets
• Provides assistance and guidance to users of the ITS systems
• Provide after-hours, on-call support (including weekends) on a rotational basis
• In addition to Service Desk responsibilities, the incumbent will also be involved End User Support operations providing location field services for hospital units and remote sites.
• Perform other duties or responsibilities as required

QUALIFICATIONS

Certification/Experience/Knowledge:

• Graduate of a 2 year recognized Community College Program with exposure to computer hardware and systems or equivalent required
• CompTIA A+ (or equivalent) and Information Technology Infrastructure Library (ITIL) Foundation certification would be an asset
• Working technical knowledge of PCs, servers, networking, and various PC based applications including experience with Windows 10/11, Active Directory and Microsoft 365 suite administration
• Experience and practice in hardware troubleshooting and simple repair required
• Familiarity with imaging tools (SCCM, MDT, & other technologies), software deployment is an asset
• Basic understanding of networking (TCP/IP, DNS, DHCP)
• Understanding of ticket lifecycle (incident, request, change, problem)
• Working knowledge of IT Service Management (ITSM) frameworks and tools (e.g.,ServiceNow, Jira, ManageEngine, BMC Remedy, Freshservice and others...)
• Has the experience in Service Desk Environment and End User Support operations
• Experience in working in structured, metrics-driven support environment (SLA targets, escalation paths)

Skills/Abilities:

• Excellent communication, customer service, and interpersonal skills required
• Experience in a hospital computing environment an asset
• Good attendance and work record required
• Valid driver’s license required
• Must demonstrate commitment to ensure your safety, the safety of fellow workers, patients, volunteers, and visitors
• Must support and contribute to a culture of safety and prevention of adverse health events in this organization
• Bilingualism (Advanced level English/French) is an asset. All unilingual candidates are encouraged to apply and may be considered if the identified French requirement has been met or there are no successful bilingual candidates. A formal French test will be conducted to evaluate the proficiency level.

North Bay Regional Health Centre is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require an accommodation for disability during any stage of the recruitment process, please indicate this in your application.

All new hires are required to complete a Criminal Record Check (CRC) or a Vulnerable Sector Check (VSC), as applicable to the position. A satisfactory result, in accordance with organizational requirements, is a condition of employment.

NORTH BAY REGIONAL HEALTH CENTRE IS AN EQUAL OPPORTUNITY EMPLOYER