Service Desk Analyst

3 weeks ago

Brockville, Canada Brockville General Hospital Full time

Position: Service Desk Technician

Competition: 2024-153

Status: Full-Time

Department: Information Technology

Union: NON-UNION

Position Summary:

The Service Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. The Service Desk Technician is expected to have exceptional oral and written communications and customer support skills.

The Service Desk Technician's role will also expand to support and maintain in-house & community partners technology environment and IT assets. This includes installing, configuring, diagnosing, repairing, and upgrading all corporate hardware and equipment while ensuring its optimal performance. The person will also troubleshoot problem areas and work to resolution in a timely and accurate fashion and provide end user training and assistance where required.

Participates in service and hospital-wide activities and programs that model and promote a safe and healthy client-centered environment and that contribute to quality improvement and risk management initiatives.

Requirements:

Education and Experience:

  • 3-year IT Diploma or Degree in Computer Sciences or Information Systems with one (1) year recent experience in an IT Desktop Support organization or an equivalent combination of education and experience.
  • Excellent technical knowledge of corporate, networking, and other hardware
  • Comprehensive hands-on hardware troubleshooting experience.
  • Extensive equipment support experience with preferably in a hospital or large institutional setting
  • Working technical knowledge of current network protocols, operating systems, software, and standards, including Windows Servers, Citrix, and VMWare.
  • Ability to operate tools, components, and peripheral accessories.
  • Able to read and understand technical manuals, procedural documentation, and OEM guides.
  • Ability to conduct research into hardware products and issues as required.
  • Demonstrated experience and ability in working both independently and as a member of a team.
  • Experience in project management or in a project team is an asset.

Skills and Abilities:

  • Demonstrated ability to speak, read and write English.
  • Demonstrated proficiency and troubleshooting skills with Windows operating systems and network environment.
  • Demonstrated knowledge of computer hardware and peripherals.
  • Demonstrated ability to use Microsoft Office products (Word Level 2 and Excel Level 2)
  • Demonstrated ability to use Microsoft Outlook (Level 2)
  • Demonstrated ability to deal with confidential issues. A high responsibility level is associated with this position due to the sensitive and restricted/classified nature of the information contained in the hospital's information systems, particularly the Patient Care System.
  • Demonstrated knowledge of remote tools preferably SMS.
  • Ability to multi-task and work in a stressful environment.
  • Ability to deal with difficult people and people experiencing elevated levels of stress.
  • Basic knowledge of LAN, WAN, and TCP/IP.
  • Exceptional interpersonal skills, with a focus on rapport building, listening and questioning skills.
  • Exceptional communication skills - oral, written, and electronic.
  • A systematic, analytical approach to problem solving.
  • Experience in the healthcare sector preferred.
  • Entry level IT Certifications and ITIL Certification considered an asset

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