IT Technician

**Position Title:
**IT Technician**

**Reports to**:
**IT Manager Quebec**

**Department**:
**IT**

**Date**:
**January 2023**

**Job Location**:
**ELNA / CDL Office Montreal**

**Job Purpose**:
Reporting to the IT Manager, the IT Technician is responsible for 1st and 2nd level support for physicians, clinical staff, and executives, for all IT solutions that are utilized at the central support offices, data centers and ELNA Medical clinics across the province of Quebec.
- *This role requires a valid driver’s license and access to a vehicle (reimbursed mileage) *_

**Principal Responsibilities**:

- Provide 1st and 2nd level support to physicians, clinical staff and executives for all technologies used at the clinics and central support office, virtually and on-site.
- Provide 24/7 on-call support on a rotation basis.
- Provide on-call support for 3rd party vendors for major project rollouts.
- Assist in the integration of all newly acquired clinics.
- Assist in the implementation of all new technologies at the clinics and central offices.
- Act as the primary contact for all 3rd party escalations for support.
- Develop scripts that assist in the automation of tasks.
- Build and maintain all system images for clinics and head office, using standard imaging tools and InTune autopilot.
- Maintain the patch level of all systems, using SolarWinds, HCL Bix Fix and InTune toolsets.
- Assist the Sr. and Western Canada team with technology upgrades and deployments.
- Create documentation and procedures for each newly developed solution to assist in the deployment and on-going support.
- Manage assigned tasks in a priority sequence to ensure deliverables are met on time and on budget.
- Perform other duties as assigned to support the clinic network and central support office.

**Must Have**:

- College or University degree in a related discipline or equivalent work experience.
- Bilingual spoken and written (French / English)
- Experience as an IT Technician or Analyst, supporting a team of on-site and remote users, working in a fast-paced environment with business-critical functions.
- Good knowledge of Windows Desktop OS, ChromeOS, Mac OS, IOS and Android.
- Good knowledge of Active Directory and the Microsoft 365 Enterprise suite.
- Good knowledge of general networking principals, including the configuration of switching and wireless technologies.
- Good knowledge of technologies used in an office setting. (Desktops, Laptops, Printers, Scanners, MFPs, etc.)
- Adaptable and willing to learn new skills.
- Superior customer service skills, with emphasis on communication both written and verbal.
- Excellent organization and time management skills.
- Ability to work in a very demanding and fast paced team environment, with mínimal supervision.
- Most possess a valid driver’s license and be able to travel to clinics and home offices.

**Good to Have**:

- Experience as an IT Technician or Analyst, supporting physicians, clinical staff, and executives, working in a fast-paced environment with business-critical functions.
- Good knowledge of Azure AD and cloud technologies.
- Good knowledge of scripting.
- Good knowledge of Windows Server, ESX and VMWare, and enterprise cloud management tools.
- Good knowledge of imaging and central management tools and solutions, such as InTune.
- Experience with clinical EMR software, such as Telus Health Med-Access, MedeSync, PS-Suite, QHR Accuro and CHR Input Health.
- Experience with Cisco, Netgear, FortiGate and Palo Alto Firewalls
- Experience with Cisco, Meraki, Aruba and HP switching and wireless technologies.
- Experience with Telephony solutions, like Ring Central, 3CX, 8x8, Cisco UCM and BroadSoft.
- Awareness of applicable data privacy practices and laws. (GDPR, HIA, PIPEDA, PHIPA, PCI)

**Context and Environment**:
Must be able to work in a fast paced, high pressure and complex technical environment that requires attention to detail and provide sound support. The ability to sit at a computer, view a computer monitor, and use a telephone headset for an extended period. May be required to work unconventional hours, weekends, holidays, late nights, or early mornings. Able to employ professionalism, patience and self-control in handling upset customers and high stress situations. Will require frequent travel to the clinics, moderate to heavy lifting and transporting of objects, such as computers and servers. Required to carry a pager (24/7) on a rotation basis. Must be able to pass both internal and government mandated security screenings.

**Internal Communications**:

- IT Staff and Management
- Physicians
- Clinical staff

**External Communications**:

- Physicians
- External IT Providers: Dell, Lenovo, Bell, Telus, Rogers, Shaw, etc
- External Software Vendors: Telus Health, QHR Technologies, Microsoft, etc

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