Service Desk Technician

Service Desk Technician – Permanent Full-Time

If you would like to work with a team of professionals who are committed to enriching the lives of patients we invite you to join Runnymede Healthcare Centre as a Service Desk Technician – Days.

Position summary:
The Service Desk Technician will play a key role in providing prompt and courteous first level support for employees who might be experiencing computer technology-related problems. This includes but’s not limited to providing initial triage, troubleshooting, and support for all reported incidents/ events. The Service Desk Technician will follow established process for monitoring, escalation, tracking and follow-up on any reported problems. Collaborate with other members of the department on more complex support issues and projects. Provide training, repair advice and support to users in the areas of installation, configuration and end-user problem resolution. The Service Desk Technician will participate in user training to avoid recurring computer technology related problems.

Responsibilities Includes:

• Acts as a single point of contact for service portal, phone calls and emails from staff regarding technology related issues and queries;
• Records all Incident, Service, and Change Requests in ticket system
• Takes ownership of user problems and follows up the status of problems on behalf of the user and communicates progress in a timely manner
• Maintains a high degree of customer service for all support queries and adhere to all service management principles
• Maintains and provides Service Desk related statistical reports on call trends.
• Monitors all ‘High’ and ‘Major’ priority ServiceDesk issues to ensure prompt resolution.
• Monitors ServiceDesk records and analyse reports, taking preventative action to ensure Service Levels are met across the IT operational group.
• Documents and conducts system monitoring/reporting on hardware, software, phone system and network resources and data centre operations to ensure a high level of availability, performance, security and integrity
• Carries out hardware and software relocations and re-configuration as directed.
• Assists in the administration of the Local Area Network including data management and printing facilities, eg: printer, print queue, Active Directory, running of SQL script
• Provides resolution of basic security related issues such as malware detection, password reset.
• Provides end-user technical support for PCs, peripherals, telecom devices, and audio visual equipment
• Participates in disaster recovery activities and special projects as required
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
• Assumes ‘on-call’ responsibilities as per Hospital policy

The successful candidate will possess the following qualifications/experience:

• Must be available to work days, evenings, weekends and holidays
• Diploma or post-secondary education in Computer Science
• 1-3 years of IT Service Desk customer service experience in the healthcare industry
• 1-3 years of related experience in Microsoft Active Directory and security group policy, Windows Server and desktop operating systems.
• 1-3 years of experience in configuration support for smart mobile phones such as Android and iPhone.
• 1-2 years experience in Citrix XenApp or similar remote access systems
• Exposure to telecom (PBX / voicemail support) would be an asset
• Understanding of networking concepts such as TCP/IP, DNS, IPV6, Routing, Firewalls, Network Security.
• Active Directory, IIS, MS SQL 2008, MS Exchange 2010, SharePoint,
• Citrix XenApp, VMware Virtualization, NEC VOIP PBX, Backup Tools with Libraries/Autoloaders, Storage

Area Networks (iSCSI), MS Office & Tools: Word, Excel, PowerPoint, Outlook, Project, and Visio

• Strong customer service skills and telephone support experience;
• Detail oriented and strong commitment to data/process accuracy and integrity
• Demonstrated experience in extracting information, identifying and troubleshooting problems.
• Experience with Helpdesk tracking Database software an asset

Runnymede Healthcare Centre values inclusivity and diversity in the workplace. We encourage applicants from diverse backgrounds. We are committed to employment equity and providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities (AODA).

While we thank all applicants, only those under consideration for the position will be contacted. If you require accommodation during any stage of the recruitment process, please notify Human Resources.

Any information obtained during the course of recruitment will be used for employment purposes only.

Please be advised that in order to be eligible for employment at Runnymede Healthcare Centre, 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. Requests for exemption will be considered on a case-by-case basis in alignment with the Hospital’s obligations pursuant to the Ontario Human Rights Code.

Job Types: Full-time, Permanent

Benefits:

• Company pension
• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• Vision care

Schedule:

• Holidays
• Monday to Friday
• Weekend availability

COVID-19 considerations:
It is a requirement to have a mask on at all times while on hospital premises.

Ability to commute/relocate:

• Toronto, ON: reliably commute or plan to relocate before starting work (preferred)

Experience:

• IT Service Desk: 1 year (preferred)

Licence/Certification:

• MCP certification (preferred)