Deskside Analyst I

4 weeks ago

Regina, Canada eHealth Saskatchewan Full time

**Employment Type**: Permanent Full-time**Location(s)**: SK-Rgna-Regina**Salary Range**: $32.697-$39.809 Hourly**Salary Supplement**: included in hourly salary range (in-scope)**Why eHealth?**

We may be biased, but eHealth Saskatchewan is the place to be right now As the result of a province wide consolidation of IT services in the health care sector, we have seen substantial growth in our organization that is only going to increase as we aim to meet our expanded mandate and the immense need for our support. This gives our people a unique and rare opportunity to truly create, build, improve, and leave their mark on a growing organization.

A large and complex organization, eHealth is comprised of 30+ clinical and non-clinical program (service) areas that all work together to support health care providers and teams across the province in delivering the best possible care to patients, providers, citizens, and health system users. Programs range from primary care to acute care, and includes laboratories, pharmaceuticals, and diagnostics. Additional programs that also support patient care and information include Virtual Care, the MySaskHealthRecord, and the Provincial Electronic Health Record. eHealth is also responsible for the administration of various pieces of legislation to manage the registration of/changes to all vital event records (e.g. birth, marriage, death, etc.), registration of legal name changes, registration of adoptions, and for maintaining the provincial health registry for health services eligibility and distribution of health services cards.

The eHealth teams engage directly with health system partners and other stakeholders both provincially and federally to ensure all services are delivered efficiently and effectively.

**About the role**:
This position reports to the Manager - Deskside Operations Urban South. eHealth Saskatchewan is seeking a customer focused, highly motivated, energetic team member for its Deskside Services team. The Deskside Analyst provides ongoing support to more than 1500+ computer users and solves a wide range of workstation, mobile device, and printing problems reported by users within eHealth Saskatchewan, the Ministry of Health and Regional Health Authorities.

**Typical Daily Duties**:
The Deskside Analyst will be responsible for lifecycle equipment that will involve supplying, installing, and maintaining the workstation, print/imaging, and mobile services eHealth provides. You will also be responsible for troubleshooting issues for computer workstations, printers, installed software and smart devices and resolve these issues within given time constraints determined by service levels.

Our team members participate in an after-hours standby rotation to provide operations and support for service availability 24/7.

The position requires the incumbent to be physically fit with the ability to lift and move computers and peripherals between 50 and 65 pounds. Stooping, bending, and crawling under desks may be required on occasion.

Travel within the province is required for this position, you will need to show proof of having a class 5 driver’s license and a reliable vehicle in order to meet requirements for the role.

**To qualify for this position, you will have experience in the following**:

- Supporting computer hardware: Windows based PC's, and Laptops, iPads, and/or Android tablets;
- Operating Systems: Microsoft Windows, Apple OS, Android and/or IOS;
- Internet Browsers: Internet Explorer, Edge and Chrome;
- Networked and local printers, scanners and fax machines;
- MS Configuration Manager (SCCM/SMS);
- IT Ticketing software tools: ServiceNow, Jira Service Management, BMC Remedy or the like.

**The following will be considered assets for the position**:

- ITIL Certification or ITSM framework and processes knowledge;
- Experience in the healthcare industry in Saskatchewan;
The knowledge and skills required for this position would be attained through the completion of a post-secondary degree or diploma in Information Systems Technology supplemented with 3 years of working within an integrated support environment or similar role.

**Competencies**:
**Customer Service Orientation**
- Ability to anticipate or determine customer needs by truly listening to them, understanding their business, and communicating with them regularly.

**Communication**
- Ability to demonstrate the use and value of new technology, programs and services in a manner that creates understanding, captures interest and enhances user’ computer skills

**Problem Solving**
- Ability to diagnose technical problems such as delays, malfunctions and errors in order to determine the true cause of the problem and provide a solution in a reasonable time frame

**Team/Independence**
- Ability to work independently and participate as a team member to meet the needs of clients and co-workers and to build productive, positive work relationships

**Organizational**
- Ability to independently priorit

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