Service Desk Support
About The Position
Humber River Health is a multi-site organization serving a population of more than 850,000 people in the northwest Greater Toronto Area. The organization is a member of the Toronto Academic Health Science Network (TAHSN) and operates Hennick Humber Hospital, along with its Finch and Church campuses, supported by more than 5,000 employees, approximately 800 physicians, and over 600 volunteers. Hennick Humber Hospital is North America’s first fully digital hospital. Through robotics and advanced technology, patients benefit from less pain, fewer complications, and shorter hospital stays. A custom combination of technology and clinical expertise supports a reimagined model of care focused on safety, efficiency, and improved outcomes. Its digital ecosystem includes automated laboratory services, medication management robotics, electronic health records, a Command Centre, computerized physician order entry, bedside computer terminals, and surgical tracking systems that keep families informed in real time. These innovations enhance communication, improve efficiency, and create a more connected experience for patients and families. This transformation has been made possible through the dedication of Humber’s staff, physicians, and volunteers. Together, they are united by a shared belief: the power to transform healthcare through innovation, collaboration, and excellence. With strong teams and a commitment to continuous improvement, Humber River Health continues to deliver Tomorrow’s Healthcare, Today. We currently have an exciting opportunity for a Full-time 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.
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 troubleshooting and resolving computer hardware, printer hardware, peripherals, and E-Mail Systems issues is required.
- A highly developed customer-service orientation.
- Excellent attendance and discipline free record required.
Nice To Haves
- Experience with Meditech and other healthcare information applications is an asset.
- Experience in troubleshooting Local and Wide area networks and is an asset.
- ITIL Foundation experiences and/or certification is an asset.
- An understanding of equity, diversity, and inclusion principles as they relate to health practices is an asset. Humber River Health values lived and learned experiences in addressing systemic barriers and advancing inclusive practices.
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.
Benefits
- Accommodations are available throughout the recruitment process and employment.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
