Technical Support Technician (FT)

The Manager of Information Technology Operations is currently seeking a Full Time Technical Support Technician. The purpose of this position is to provide technical support to end users for the desktop, software, network and telecommunication environment, and provide end user training and advice.

Key Accountabilities:
Provide first-line/second-line technical support over the phone, chat and via e-mail

Provide on-site analysis, diagnosis, and resolution of complex PC and peripheral problems for a variety of end users, and recommend and implement corrective hardware solutions

Work closely with customers to resolve application and software issues within supported applications and databases

Provide end-user customer support and training as required; respond to and manage support requests to insure compliance with service quality and defined priority levels.

Adhering to change management process, test, implement and document deployment and upgrade of approved applications, including operating systems and application security updates

Provide hands-on maintenance of information technology equipment

Provide hands-on maintenance/repair of network equipment by installing cabling and network components, diagnosing and correcting network faults to ensure the hospitals network system operates at peak performance at all times in collaboration with the network administrator

Research and recommend hardware and software improvements and upgrades by determining hospital needs and technology availability

Provide application/Windows OS installation/configuration/patching as well as data reporting (application install status, client health etc ) leveraging tools such as SCCM, SCSM, EPO, NAGIOS, WSUS

Requirements/Qualifications:
Post-secondary degree or diploma in computer science or computer-related studies or equivalent combination of education and minimum 2 (two) years recent relevant experience

ITIL Foundations, CompTIA A+ or CompTIA N+, preferred

experience in a MEDITECH environment as a Systems Analyst, Service Desk Analyst Level 2/3 an asset

3 years’ experience working in a IT Service Desk environment supporting a minimum of 100 users preferred

Experience in SLA/KPI environment

Demonstrated knowledge of data and telecommunications networks

Demonstrated knowledge of Microsoft SCCM, , Windows WSUS

Knowledge of LAN technology, protocols, LAN & Telecommunications writing typologies and cabling standards

Strong analytical skills to assess hardware problems, diagnose source/cause and resolve

Planning, organizing and coordinating skills to meet operating deadlines and respond to end user needs

Effective interpersonal and customer service skills

Models and promotes core ethical practice, Waypoint Values, and reflects an optimistic and positive attitude

Preference for proficiency in French/English language skills

You must meet the requirements of our COVID-19 Immunization Policy by providing proof of full vaccination, or a request and receipt of an accommodation under the Ontario Human Rights Code, including a medical exemption

How do I apply?

Waypoint employees apply through the Employee Self-Service portal at https://employees.waypointcentre.ca and external applicants apply to http://www.waypointcentre.ca/i_want_to/join_your_teamby close of business (5:00 pm) onJuly 7, 2022 quoting Job ID WC22-222 your cover letter and resume detailing why you are interested in this opportunity and how you meet the qualifications and key accountabilities specified.

We are committed to diversity in the workplace and workplace well-being. As such, applications from individuals from diverse backgrounds such as First Nations, Inuit, Metis, members of a visible minority group and those with lived experience of mental health problems or illnesses are welcomed and encouraged. Waypoint welcomes and encourages applications from people with disabilities. Accommodations are available upon require for candidates taking part in all aspects of the selection process.