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Service Desk Technician-it

1 month ago

Newmarket, Canada Southlake Regional Health Centre Full time

**Company Bio**
- Southlake is building healthy communities through outstanding care, innovative partnerships, and amazing people. We deliver a wide range of healthcare services to the communities of northern York Region and southern Simcoe County. Our advanced regional programs include Cancer Care and Cardiac Care and serve a broader population across the northern GTA and into Simcoe-Muskoka._
- Our team of nearly 6,000 staff, physicians, volunteers, students and Patient and Family Advisors are committed to creating an environment where the best experiences happen. As a recognition of our commitment to quality and patient safety, we have received the highest distinction of Exemplary Standing from Accreditation Canada._

**Job Summary**
- Providing first level technical support to all users whether on-site or remote
- Responsible for performing computer maintenance
- Installation of new computer hardware (printers, desktops, laptops, and other peripheral devices)
- Performing Moves, Adds and Changes when required for computer systems
- Maintaining a complete inventory of all computer equipment and peripherals
- Develop Desktop/Laptop images using Microsoft System Centre software
- Active Directory System Administration
- Perform Group Policy administration for desktop services
- User provisioning and deprovisioning (i.e. account maintenance) for Southlake and Stevenson
- Answer calls for IT Service and Support primarily via phone, Self Service Tickets
- Transfer and escalate incidents and requests to the appropriate level support resources, following up with tickets assignees to ensure effective resolution in a timely manner
- Provide knowledge transfer and mentoring of other team member when required.
- Act as a Subject Matter Expert for Specific Technologies, services and processes where possible.
- Willingness to work days, evening, and nights (in rotation)
- Available to be on a rotational on-call
- Work occasional overtime shift when approved

**Qualifications**
- An Undergrad degree or diploma in Computer Science, IT Management, IT related field or equivalent.
- ITIL certification preferred
- Additional certification such as Microsoft, Cisco preferred.
- 3-5 years’ experience as a system technician required
- Excellent verbal/written communication skills, problem solving and resolution ability. Ability to be an effective team member.
- Experience or familiarity of Health Care environment.
- Proven experience in incident identification, diagnosis, troubleshooting resolution, and solution implementation
- Excellent understanding of TCIP addressing concepts
- Experience with wireless networks and wireless technologies
- Excellent remote trouble shooting skills.
- Expert knowledge of Windows 7, Windows 8.1, Windows 10 and working knowledge of Mas OS X
- Hardware/software knowledge of commonly used PCs, Laptops, and other hardware
- Knowledge to provide support for Lexmark, Intermec Barcode Printers
- Experience with Heat Incident tracking software or comparable service software
- Experience with Active Directory tools for day to day management
- High standards for the quality of work.
- Ability to work in a complex, fast paces and rapidly changing environment.
- Knowledge of Lexmark printers.
- Knowledge of LAN, WAN, WLAN concepts.
- Experience with Active Directory
- Remote desktop protocol and VNC.
- Customer interaction and communication skills in a support environment are required.
- Demonstrated excellence in communication, both written and verbal
- Demonstrated problem assessment skills
- Demonstrated commitment to customer service and teamwork
- Demonstrated individual leadership skills

**Closing Statement**

At Southlake, we are committed to fostering an inclusive and accessible environment. We are dedicated to building a workforce that reflects the diversity of the community in which we live and serve, including those with disabilities. Southlake is committed to providing accommodations in all parts of the hiring process. If you require an accommodation, we will work with you to meet your needs.

It is the responsibility of all Southlake employees to work in a safe manner and promote health and safety in the workplace.