Remote Technical Support Representative-Full Time

Found in: Jooble CA O C2 - 2 weeks ago

Labelle QC, Canada Home and Community Care Support Services Full time

Position ID:


J0424-0263



Job Title:


Technical Support Specialist, Temporary Full Time, Network and IT Services, Labelle



Job Location:


Labelle


City/Province:


Ottawa, Ontario, Canada


Posting Date:


April 5, 2024


Posting Expiry Date:


May 17, 2024



Language Requirement:


English


Reporting Manager Title:


Manager of Network and IT Services


Home and Community Care Support Services Champlain is one of 14 Home and Community Care Support Services organizations in Ontario. We are dedicated to ensuring our more than 64,000 patients annually receive the highest-quality health care and services at home. Our patient-care coordination teams help develop care plans for people of most ages, focused on maintaining each patient's independence and dignity. We also provide long-term care home placement services, and facilitate our patients' access to the community-based services they need.



Position Summary:


Under the direction of the Manager, Network and IT Services, the Technical Support Specialist provides Home and Community Care Support Services (HCCSS) Champlain end-users with hardware and software support and resolves routine operational problems. In addition, the Technical Support Specialist provides tutorial sessions and in-services, maintains user query and assistance records and assists the Manager as required.



Primary Responsibilities:


~ Provides direct support by responding to help-line calls on a daily basis from end-users from local and remote sites:

o analyzing user hardware, software and communications problems and takes corrective action
o providing technical and application support for end-users, responds to user queries in timely, client focused manner
o providing information about the features of software products.
Conducts individual familiarization and tutorial sessions as required. Interacts constantly on a one to one basis.
Maintains and supports end-user desktop software and hardware.
Assists in maintaining and tracking computer hardware and software inventory.
Documents and maintains a knowledge base of frequently asked questions
Maintains a record/log of all user queries and incidents along with their resolution and timelines
Develops and applies checklist/standard approaches for the resolution of user queries
Keeps system users informed of system availability matters
Assists in manual installation of computers and related equipment at user's workstation
Installation and configuration of operating systems and software applications at user's workstation, reconfiguring furniture and equipment to ensure adequate functionality
Undertakes necessary backup and security activities as required by regular procedures
Liaise with external hardware & software vendors
Data Entry as required
Other related duties as assigned, consistent with the duties outlined above
Education and Experience:


Community College Diploma in a related field of study and certified in at least one Microsoft product.
Minimum 2 years previous related experience in end user computing support in a network environment
Other relevant combination of education and experience as may be deemed acceptable by HCCSS Champlain
Knowledge:


Working knowledge of various technologies and applications, including:


Microsoft Windows operating system along with command line tools such as DOS and PowerShell.
Microcomputer hardware components.
Good understanding of Local Area Networks and tools used for troubleshooting common issues. Tools include ping, tracert, nslookup and ipconfig
Good knowledge of Active Directory Administration for user account management and management for group policies.
Working knowledge of common personal computer hardware and the ability to troubleshoot and isolate faults with common hardware components such as disk drives (physical and SSD), RAM, Display devices and common peripherals.
Exposure to common VoIP technologies such as call queues, VoIP phones and Extension administration.
Experience working in a Mitel environment is desired
Skills and Abilities:


Ability to problem solve and trouble shoot
Work well within a team
Demonstrated ability to train/teach users of the automated systems.
Strong commitment to client service delivery
Adapt to change and learn new software
Must be patient, tactful and helpful
Well organized and reliable
Able to handle multiple demands with conflicting priorities, flexibility to adjust schedule and work additional hours if required (on-call availability)
Strong communication and interpersonal skills required.
Required (occasional travel between remote sites)
Certification in Network Administration (ex. MCSA)
Affiliation: CUPE - Wages are in accordance with the collective agreement between HCCSS Champlain and CUPE and start at $26.426/hr.
Shift: Monday to Friday, 8:30am to 4:30pm (after hours support as required on evenings and weekends)
Location: 4200 Labelle Street, Ottawa ON


This position requires the successful candidate to be present on-site Monday to Friday 8:30am-4:30pm.


This position is temporary until end of October 2024.


Please note that selection will be in accordance with Article 11.02 of the Collective Agreement (Criteria for Selection).


All applications will be reviewed; however, only those selected for an interview will be contacted. Home and Community Care Support Services Champlain welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in any aspects of the selection process.


Home and Community Care Support Services has implemented a mandatory vaccination policy across the province that requires all staff to be fully vaccinated against COVID-19. Applicants being considered for employment will be required to provide proof of vaccination documentation confidentially to Human Resources upon hire. Any medical or human rights exemption requests will be reviewed and validated prior to an offer of employment. #J-18808-Ljbffr

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