Help Desk Technician Ref # 2024 063

3 weeks ago

Sioux Lookout, Canada Sioux Lookout First Nations Health Authority Full time
Job Summary:

Act as a central hub for any questions (Help Desk) on Computer connectively, usage, preventative maintenance and installation of software. Maintain a SLFNHA Inventory of computer assets and ensure Asset tagging. Setup and update new and existing computer workstations.

Qualifications:
  • Persons of First Nations ancestry will be given preference (OHRC, Part II, Special Employment)
  • Ability to speak a First Nation language from the Sioux Lookout Zone an asset.
  • Minimum Grade 12 and/or post-secondary education in Health Services field or equivalent working experience
  • Network Certification, a definite asset.
  • Have working knowledge of Safe, PayDirt, Electronic Medical Records, Database, Configuration, Crystal Reports and Microsoft Office 365 is a definite asset.
  • Ability to explain technical concepts and theories to non-technical audiences.
  • Strong customer service and troubleshooting skills.
Roles and Responsibilities:
  • Receiving, logging and answering calls/emails from users about various technical requests surrounding one's profile, (ex: password resets, onboarding new employees and granting system access s per group policies). Identify technical problems on a given interaction.
  • Preparing, and arranging shipping of user equipment for remote alternative office locations
  • Create Service tickets or Incident tickets when required.
  • Solving Incident tickets when required
  • Closing Service tickets when required
  • Performing the initial level of problem identification and attempting to resolve when appropriate.
  • Documenting any troubleshooting efforts in a problem ticket and escalating to the appropriate channels of the organization
  • Provide support to on-site technicians when required in an effort to resolve any deskside or kiosk solutions.
  • Assistance with monitoring and tracking incident tickets to ensure a resolution occurs within the service level agreements.
  • Performing follow-up on Incident tickets to ensure end-user satisfaction.
  • Ensure inventories for all SLFNHA Assets is updated and maintained.
  • Update Windows based user computers.
  • Setup and configuration of SLFNHA workstations, laptops and tablets for use by SLFNHA employee's
  • Stay informed on new or emerging trends and technologies that provide clear benefits to the organization and/or clients.
  • Provide assistance when required and any other duties as assigned.

Closing Date: April 26 th , 2024 at 16:30pm

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