Service Desk and Support Technician
3 weeks ago
**Category**
- Information/Infrastructure Technology
**City**
- Ottawa, Ontario, Canada
- Service Desk and Support Technician
- Who we are
- We are an organization comprised of industry thought leaders who are passionate about health data and want to make a difference in the health care field. We are an independent, not-for-profit organization and together with our partners we provide essential information on Canada's health systems, enabling decisions that lead to healthier Canadians. As a valued member of the CIHI team, you and your work will have a pivotal role in the evolution of Canada's health care systems.
CIHI is recognized as an exceptional place to work that embraces diversity, respect, integrity, collaboration and innovation. Learn about our Equity, Diversity and Inclusion Strategy and the work being done to create a more inclusive and welcoming organization by focusing on how we learn, govern and practise.
At CIHI, we recognize what matters to our employees. Some of the benefits of working at CIHI include
- HOOPP Pension Plan (Defined Benefits Pension)
- Retirement Planning Program
- Generous vacation days for permanent and long-term contracts
- Work-life balance
- Career Planning Program
- Learning and Professional Development Program
- Flexible benefits program from your first day on the job for permanent and long-term contracts
Why is this role important?
- Under the direct supervision of the Team Lead, the IT Support Technician provides accurate and timely response to incidents and service requests related to the end-user hardware and software environments. This includes, but not limited to: onsite and remote support for desktops, laptops, tablets, mobile devices, peripherals, telephones and videoconferencing/conference rooms.
- The IT Support Technician performs both immediate and permanent restorative and corrective actions by diagnosing, prioritizing and resolving incidents and fulfilling approved service requests via proactive and/or scheduled maintenance, installation or replacement of end-user components in a timely and repeatable manner.
- In support of ITSM Problem Management, the IT Support Technician identifies trends in ongoing technical issues and implements permanent resolutions, complying with existing processes and standards and contributes to ongoing evolution through continuous improvement and collaboration.
- What you'll do
- Provides accurate and timely response to incidents and service requests related to the end-user hardware and software environments. This includes, but is not limited to; onsite and remote support, installation and configuration of laptops, tablets, mobile devices, peripherals, and videoconferencing/conference rooms.
- Recommends and performs proactive and/or scheduled maintenance, installation or replacement of laptop components and software, including testing and monitoring, utilizing and maintaining supporting systems, processes, and documented procedures, as well as escalating problems to the appropriate Senior Staff as required.
- Executes and supports the desktop/laptop life cycle management process through imaging, configuration, installation and recovery of laptops and peripherals as required. Manages the IT inventory via prescribed systems and processes, including physical storage of equipment in designated areas which are kept secure and organized.
- Provides technical consultation and/or recommendation solutions to technical requirements or issues of medium complexity
- Provides support to CIHI’s meeting room facilities through configuration of meetings, training events and other corporate events requiring IT assistance. Provide ongoing, proactive and regular inspection and correction of potential issues and reactively respond to reported issues.
- Assists in maintaining CIHI’s Active Directory services, including adding and deleting users as required.
- Actively participates, supports and adheres to CIHI’s ITS processes including, but not limited to: ISMS (Information Security Management System) relevant to the personal workstation environment (e.g. secure hardening of devices, proper disposal/wiping of hard drives), the ITIL Foundational processes (incident, change and problem management)
- Assists in the ongoing documentation and development of standard operating procedures and technical knowledge base for end user support.
- Provides on-call coverage for after-hours monitoring and/or supports on an ad hoc or rotational basis or when required.
- Participates in audits are required
What you'll bring to the table
- Undergraduate degree or diploma in Computer Systems Technician, Computer Engineering Technology, Computer Science or equivalent combination of experience and education.
- 1-3 years’ experience in a Desktop Support role and/or within a technical service desk environment (Windows PC/laptop/tablet hardware, and peripherals)
- Demonstrated ability to install, configure and support Windows desktop hardware and software, po
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