Onsite IT Support Specialist – Healthcare

SIMNET Survey Portal•Whitby Southeast, ON

2d•Onsite

About The Position

SIMNET is a leading provider of cloud computing services and solutions, headquartered in Whitby, Ontario. The company offers a range of cloud computing services including IaaS, PaaS, and SaaS, serving various industries and customers across North America. SIMNET is committed to building a community where phenomenal people want to work long term by living their values of passion, focus, innovation, execution, collaboration, active learning, and giving back, with a commitment to being positive by choice. The Onsite IT Support Analyst plays a critical role in ensuring the smooth operation of computer systems so that end users in a healthcare environment can perform their work effectively. This is a 100% onsite position that requires previous IT support experience in a healthcare setting. In this role, you will receive, prioritize, document, and actively resolve end-user help requests, escalating incidents when necessary to meet SLA expectations. Problem resolution may involve using diagnostic tools and help request tracking systems, as well as providing in-person, hands-on support at the desktop level, including hardware and peripheral assistance.

Requirements

College diploma or university degree in the field of computer science and/or 1+ years of solid IT help desk skills.
Experience in managed services (MSP) or value-added reseller (VAR) environment is a plus.
MSCE, MCE or MCP certifications or equivalent certifications
CompTIA A+
Network +
ITIL® v.4 Foundation certification
Fortinet NSE4
Understanding and hands-on experience with computer hardware, including printers and peripheral.
Experience with desktop and server operating systems, including Windows, Mac, Linux, Chrome OS, Android, and iOS
Experience working in or for a health care environment, whether in a clinic or hospital and accustomed to working with medical staff including Dr’s and physicians
Ability to support all Microsoft Office products.
Working knowledge of a range of diagnostic tools such as Kaseya and TeamViewer.
Basic understating of networking and routing protocols such as DNS, TCP/IP, ports, protocols (HTTP, HTTPS)
Working knowledge of Microsoft Active Directory, Microsoft Exchange 2016 and Office 365
Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes. Certification required within 6 months of employment.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
Strong documentation skills.
Experience maintaining timely and accurate helpdesk records using the ticketing system; familiarity with Zoho Desk or other ticketing tools.
Must have reliable vehicle to travel between client sites (Whitby, Courtice, Ajax)

Nice To Haves

Experience in managed services (MSP) or value-added reseller (VAR) environment

Responsibilities

Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
Build rapport and elicit problem details from service desk customers.
Prioritize incidents and service requests according to defined processes to meet defined SLAs.
Escalate incidents with accurate documentation to suitable technician, when required.
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
Deploy pre-packaged software using distribution tools and processes as requested by end users.
Use remote tools and diagnostic utilities to aid in troubleshooting and perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
Research solutions through internal and external knowledgebase as needed.
Identify and learn appropriate software and hardware used and supported by the organization.
Install antivirus software and ensure virus definitions are up to date.
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Understanding of basic VoIP principles.
Conduct operating system patches and upgrades.