Device Tech Support Specialist, His

5 days ago

Brampton, Canada William Osler Health System Full time

**Company Description**
One of Canada's Best Diversity Employers and Greater Toronto's Top Employers for many consecutive years, William Osler Health System (Osler) provides a safe and supportive health care network to grow your career. Osler is nationally recognized for its commitment to patient safety and is Accredited with Exemplary Standing, the highest rating a Canadian hospital can receive. As a major Ontario hospital system, and home to some of the biggest specialty and emergency departments in the country, Osler serves the 1.3 million residents of Brampton, Etobicoke and surrounding communities. We are proud to offer you incredible exposure to best-in-class health care delivery and challenging hands-on opportunities to stay at the top of your game.

A hospital system built for and by the community, we continue to expand our services to meet the needs of a growing population, creating opportunities for increased hands-on skills development, cross-department training and promotional opportunities. Guided by our accomplished senior leadership team, together we are driving our vision of patient-inspired health care without boundaries.

At Osler, we invest in careers that go beyond where health care professionals like you can achieve their goals and find deep personal and professional fulfillment. Join our team today

The Device Tech Support Specialist, Health Information System (HIS), is responsible for the configuration, deployment and support of all equipment related to the HIS including but not limited to PCs, printers, laptops, and mobile devices. This role is part of the HIS project structure, with a key responsibility to design, deliver and sustain our systems to address both clinical and non-clinical needs, ensuring the HIS is utilized effectively and efficiently in patient care.

**Accountabilities**:

- Providing technical expertise for the configuration and maintenance of end user computing devices including desktop computers, laptop computers, printers and mobile devices
- Maintaining control of end user computing assets accuracy in the Epic deployments tracking system
- Analyze, review and test the impact of new functionality from Epic releases on hardware
- Work closely with technical teams to monitor device performance and server activity to resolve bandwidth or security related issues
- Troubleshoot and resolve device errors that impact overall Epic performance, providing first level support and working closely with technical administrators as required
- Recording, categorizing and logging requests for service using a central ticket management solution
- Leveraging available tools (SCCM, RDP, knowledge base and other sources of documentation) to resolve incidents and requests in an efficient and effective manner via telephone or in person
- Create and maintain documentation to build a repository of key configuration decisions and associated build
- Attend meetings to discuss deliverables, issues, end user concerns and upcoming milestones
- Work closely with HIS team members to identify and troubleshoot issues to find creative resolutions
- Partner with Epic HIS vendor representatives to maintain communication and help vendor staff understand hospital’s operational needs
- Participate in an on-call rotation to provide 24/7 support
- Work extended hours (days, evenings, nights, weekends) as required

**Qualifications**
- College diploma in a computer related field
- Experience in providing customer support with a high level of professionalism
- Experience with support tools and technologies such as, Active Directory, SCCM, MDM (Intune)
- Experience with common ticket management solutions
- ITIL Foundations certification v3 or higher is preferred
- Microsoft certifications an asset
- Strong end user computing experience e.g. desktops, laptops, various printing devices, mobile devices (Android/iPhone etc.), VOIP phones
- Demonstrated critical thinking skills, strong organizational skills and well-developed written and verbal communication skills are required
- Previous experience working with a modernized HIS at an EMRAM Stage 6 or higher and/or Epic certification is an asset
- Ability to learn new software and systems, demonstrating technical aptitude
- Ability to work in an agile environment to deliver an HIS that meets end user needs
- Ability to work independently and in collaboration with a team to meet HIS project milestones and ensure successful project delivery
- Ability to analyze user requirements and produce creative solutions to meet end user needs
- Ability and willingness to support project success in a manner that goes beyond completion of assigned tasks
- Ability to persevere in a high intensity project to overcome obstacles and difficult situations within a time sensitive implementation
- Must demonstrate Osler's Values of Respect, Excellence, Service, Compassion, Innovation and Collaboration

**Additional Information**

Salary Range: $77,200.50 - $96,505.50

Application dea

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