Technical Support Specialist

Job Description

Position Profile: Build your career – at the hospital that’s built for the future Since opening our doors in 2015 as North America’s first fully digital hospital and we remain unwavering in our belief that we can change the hospital where we work, the community where we live, and the world of healthcare beyond our borders. Serving a community of 850,000 residents in North West Toronto, Equity Inclusivity and active participation in the North West Toronto Ontario Health Team are key initiatives important to our Team. At Humber River Health, we use a custom combination of technology and clinical expertise to rebuild elements of care. We make technology work for staff and physicians; giving them more time to spend with patients, to eliminate inefficiencies, and to reduce the chance of errors. Humber River Health is formally affiliated with both the University of Toronto and Queen’s University and committed to becoming a community academic hospital. Clinical Excellence, Optimizing Care through Technology and Community Connection frame our Research Strategy. At Humber River Health, we’re not hoping for a renaissance, we are making it happen. As part of our dynamic team, you can lead the way, as we continue our journey towards high reliability care! We currently have an exciting opportunity for a Service Desk Support person to join our Information Systems & Telecommunications team. Working collaboratively with staff, the successful incumbent 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. Location: Humber River Health– all sites Hours of Work: Monday to Friday 4:30pm-12:30am Employee Group: Non-Union 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. Requirements: 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. Interested applicants are required to submit an Application before the closing date. We thank all candidates that apply but only qualified candidates will be contacted for an interview Why choose Humber River Health? At Humber River Health, our staff, physicians, and volunteers are lighting new ways in healthcare. We are proud to be recognized as a part of Greater Toronto’s Top Employers by Mediacorp Canada Inc. We support employees by providing evidence-based leadership and cultivating a culture that consistently wows as a Huron Consulting hospital. We are a member of the Toronto Academic Health Science Network (TAHSN) and are deeply involved in research and academic collaboration. We are dedicated to high-quality patient care and demonstrate our values of compassion, professionalism, and respect. Attracting and retaining a workforce that represents the diverse communities surrounding Humber River Health, is a priority. We encourage applicants from all equity-deserving groups, including but not limited to, individuals who identity as Indigenous, racialized, seniors, persons living with disabilities, women, and those who identify as 2SLGBTQ. Applicants will not be discriminated against on the basis of race, creed, sex, sexual orientation, gender identity or expression, age, religion, disability, medical condition, or any protected category prohibited by the Ontario Human Rights Code and Accessibility for Ontarians with Disabilities Act. Accommodations are available throughout the recruitment process as well as during employment at Humber River Health. Please direct any accommodation requests to our recruitment team. Please be advised that in order to be eligible for employment at Humber River Health, all new hires must have received the full series of a COVID-19 vaccine or combination of COVID-19 vaccines approved by Health Canada (e.g., two doses of a two-dose vaccine series, or one dose of a single-dose vaccine series); AND have received the final dose of the COVID-19 vaccine at least 14 days prior to the hired employee’s first date of employment. Medical exemptions or any other kind of requested exemption based upon the Hospital’s obligations pursuant to the Ontario Human Rights Code will be considered on a case-by-case basis.