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Service Desk Support Technician
5 months ago
Posting #:
**23474**
- Openings Remaining:
**2**
- Full/Part Time:
**Part Time**
- Reg/Temp/Casual:
**Regular**
- Union:
**CUPE**
- Hours of Work:
**Rotating Shifts**
- Time of Day:
**Days, Afternoons, Nights, Weekends, Holidays**
- Shift Length:
**7.5hr**
- Open Date:
**03/01/23**
- Closing Date:
**10/01/23**
***
**QUALIFICATIONS**
- Completion of Grade 12, plus minimum of 2-year post-secondary program in computer related field.
- Additional training and certification to include A+ Certification, Microsoft Certification, ITIL related training, Healthcare IT Tech certification or equivalent.
- Minimum six mon ths experience in a related environment.
- Solid analytical/cognitive skills to troubleshoot complex and technical problems
- Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.
- Demonstrated capability to achieve results under pressure in a fast paced client driven environment.
- Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers.
**RESPONSIBILITIES**
- Provide initial (Level 1) technical assistance and support for incoming service incident requests and issues related to users. Examples include password resets, printer configurations, break/fix. Communicates with customers at all levels of technical and non-technical skills sets.
- Documents all pertinent user/customer identification information, including name, department, contact information, and nature of problem or issue or any additional information as required.
- Prioritize problems for resolution. Elevates complex (Level 2) and/or high priority problems to the appropriate specialized support groups for resolution and/or Supervisor/Manger if and as required.
- Accesses Internet websites, internal or external knowledge bases, and frequently asked questions resources to learn and aid in troubleshooting to perform required tasks.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform post-resolution follow-ups to incident and request if required. Follows up with end users to provide status updates.
- Recommends procedure modifications, ideas or improvements.
- Performs other related duties as assigned by Manager.
**HOURS OF WORK**:
Rotating shifts including days, afternoons, nights, weekends and holidays.
**WAGE RATE**:
Hourly: $27.11...$28.30...$29.49 (plus 14% in lieu of benefits)
**PLEASE NOTE**:
Vaccines (COVID-19 and others) are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Code.
