IT Service Desk Technician

2 days ago

Cobourg, Canada Northumberland Hills Hospital Full time

**Reference #**
- 00791**Posted**
- Friday, May 3rd, 2024 at 12:00am**Scope**
- Public Applications Accepted**Position**
- IT Service Desk Technician**Department**
- Information Technology**Term**
- Full-time, Permanent**Pay**
- $52,444-$54,017**Application Deadline**
- Friday, May 24th, 2024 at 12:00am**VALUES AND COMMITMENT**

At Northumberland Hills Hospital (NHH), our shared purpose is **_People First,_** and our core values of **Integrity**, **Quality**, **Respect**, **Compassion** and **Teamwork** are at the centre of who we are and what we do. We remain committed to sustaining an experienced workforce that reflects Northumberland Hills Hospital’s dedication to recognising everyone’s contributions and respecting everyone’s dignity, unique experience, and potential.

**EQUITY AND ACCESSIBILITY STATEMENT**

**LOCATION**

Located approximately 100 kilometres east of Toronto, NHH is a vibrant community hospital delivering a broad range of acute, post-acute, outpatient and diagnostic services. Directly serving a growing population of more than 60,000 residents spread across a mix of urban and rural settings, NHH directly employs approximately 750 people and relies on the additional support provided by a highly engaged and supportive network of physicians, midwives, and volunteers.

**ROLE OVERVIEW**

Reporting to the Director, the Information Technology, the IT Service Desk Technician role is to support the Service Desk and manage end user devices to support core organizational functions including but not limited to:

- Support service desk:

- Log and categorize requests using a central ticket management solution.
- Provide support for problem resolution ensuring the highest level of customer satisfaction in a prioritized manner.
- Effectively escalate requests and tasks where appropriate
- Provisioning and maintaining devices and hardware.
- Assist in the installation, configuration, and support of various computing equipment, upgrading existing PC hardware and software when necessary.
- Collaborate with outside vendors for server, printer, warranty work, workstation maintenance and repair.
- Assist in the resolution of technical issues related to computers, printers, computer peripheral devices and telecommunication devices.
- Follows safe and healthy work practices whilst maintaining a safe and healthy work environment through attendance at education programs, use of established reporting mechanisms for injuries, illnesses and hazards, and adherence to health and safety related policies and procedures. Performs all other functions as assigned.
- Attend department or project meetings as required.

**QUALIFICATIONS/REQUIREMENTS**
- College Diploma or University graduate from a recognized computer science program and/or 1 to 3 years of related on the job experience with desktop administration.
- Strong customer service and interpersonal skills
- The ability to prioritize and manage time effectively
- Good knowledge of local area network (LAN) and wide area network (WAN) administration.
- Adept at reading, writing, and interpreting technical documentation and procedural manuals.
- Good understanding to layer 3 Networking environment
- Familiar with mobile management technology, including MDM for Apple and Android.
- Excellent antivirus knowledge and management
- Good knowledge of conferencing and presentation equipment.
- Strong interpersonal, verbal, and written communication skills.
- Self-motivated and enthusiastic in dealing with new challenges.
- Able to work independently with little supervision or within a team.
- Basic understanding of project management methodologies.
- Proven satisfactory attendance
- Demonstrated compliance with all Occupational Health and Safety Legislation and Infection Prevention and Control practices.
- Required to work throughout the facility as well as at the sites which NHH supports (ACTT, Mental Health) located within 1 km from main hospital site.
- This position can involve working unusual hours and travel may be required occasionally.

**ASSETS**
- SCCM and fleet deployment management knowledge
- Good understanding of VoIP technology.
- Additional technical training and/or certification including MSCE and HP
- Mitel knowledge is an asset.

**PHYSICAL EFFORT AND WORKING CONDITIONS**
- Prolonged work in a busy environment.
- Intense visual and mental concentration.
- Maintain work accuracy despite constant interruptions and conflicting demands.
- Respond quickly and appropriately to staffing issues and technical emergencies.
- Always maintain confidentiality of information.
- Unplanned hours are occasionally required to meet workload demands.

**EMPLOYMENT REQUIREMENTS**

Successful applicants are required provide a satisfactory vulnerable sector criminal reference check, that was complete less than one year from the date of hire. This requirement must be met within the first sixty (60) days of employment.

Additionally, to the above, successful applicants are also

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