Deskside Analyst I

Why eHealth?

We may be biased, but eHealth Saskatchewan is the place to be right now As the result of a province wide consolidation of IT services in the health care sector, we have seen substantial growth in our organization that is only going to increase as we aim to meet our expanded mandate and the immense need for our support.

This gives our people a unique and rare opportunity to truly create, build, improve, and leave their mark on a growing organization.

We are a Treasury Board Crown Corporation that focuses on digital technologies to enable, support, and enhance high quality health services across the entire province.

There is no greater job satisfaction than knowing the work you do is directly related to saving a life or bringing a new one into the world.

Although we may not be front facing with patient care, we have a huge role in maintaining and improving IT systems and supporting health care providers and teams throughout Saskatchewan in delivering the best possible care to patients, citizens, and health system users.

Programs range from primary care to acute care, and includes laboratories, pharmaceuticals and diagnostics.

Additional programs and services that support patient care and information include Virtual Care, MySaskHealthRecord, the Provincial Electronic Health Record, Health Registries (eligibility for health services/distribution of health cards) and vital event records.

Our vision is "Connected healthcare, accessible to everyone, everywhere" with a mission to "Collaborate to transform healthcare through the use of information and innovative technology".

It is a complex environment, constantly evolving and quick to change as we live our values of excellence, integrity, teamwork, courage, resilience and collaboration.

About the role

Reporting to the Manager, Deskside Operations - Rural (South), eHealth Saskatchewan is seeking a customer focused, highly motivated, and energetic team member for its Deskside Services team.

The Deskside Analyst provides ongoing support to more than 1500+ computer users and solves a wide range of workstation, mobile device, and printing problems reported by users within eHealth Saskatchewan, the Ministry of Health and Regional Health Authorities.

The Deskside Analyst will supply, install, and maintain the workstation, print/imaging, and mobile services eHealth provides.

You will also be responsible for troubleshooting issues for computer workstations, printers, installed software and smart devices and resolve these issues within given time constraints determined by service levels.

Our team members participate in an after-hours standby rotation to provide operations and support for service availability 24/7.

The position requires the incumbent to be physically fit with the ability to lift and move computers and peripherals between 50 and 65 pounds.

Stooping, bending, and crawling under desks may be required on occasion.

Travel within the province is required for this position, you will need to show proof of having a class 5 drivers license and a reliable vehicle in order to meet requirements for the role.

Typical daily duties:

• Provides advanced troubleshooting on failures related to computer workstations, workstation peripherals, printers, installed software, and "smart" device
• Provides onsite installations, moves, adds, or changes for workstations, workstation peripherals, and print/imaging devices.
• Performs research, analysis, and testing to ensure standards and procedures meet the needs of the client community.
• Maintains accurate and current documentation on all aspects related to the scope of workstation services.

What we are looking for
To qualify for this position you will have knowledge and/or experience in the following:

• Computer hardware: Windows based PC's, and Laptops, iPads, Windows and Android tablets;
• Operating Systems: Microsoft Windows, Apple iOS, Android and RIM;
• Networked and local printers, scanners and fax machines;
• MS Configuration Manager (SCCM/SMS);
• Trouble tracking software tool; and
• ITIL or ITSM framework and processes.

You will be:

• Analytical, attentive to detail and organized to ensure accuracy and efficiency in your work;
• Proactive, diplomatic and respectful in communicating and building positive work relationships with internal and external stakeholders;
• Flexible, organized and quick to learn in order to independently prioritize and organize own workload to meet tight deadlines and successfully complete projects in a changing environment;
• Service oriented, patient, honest, and respectful/tactful;
• Thorough, reliable, disciplined, organized, and strong attention to detail; and
• Creative, logical, and have a strong motivation for continuous improvement and learning.

Competencies

Customer Service Orientation

• Ability to anticipate or determine customer needs by truly listening to them, understanding their business, and communicating with the

---