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PC Support Analyst
2 months ago
We are seeking a highly skilled PC Support Analyst to join our Information Systems & Telecommunications team at Humber River Health.
Job Summary:The successful candidate will provide first-level technical support to hospital staff, physicians, and volunteers, resolving computer hardware, software, and application-related issues in a timely and courteous manner.
Key Responsibilities:- Act as the first point of contact for all computer and related hardware, application, and telecom-related requests for IT service and support.
- Resolve technical issues related to servers, computers, printers, computer peripheral devices, and telecommunication devices.
- Troubleshoot and resolve issues with Microsoft Windows operating system, Microsoft Office, and health information applications.
- Record, categorize, and log requests for service using a central ticket management solution.
- Leverage available tools to resolve incidents in an efficient and effective manner.
- Transfer and escalate incidents and problems to 2nd/3rd level support resources and follow up with ticket owners to ensure resolution in a timely manner.
- Provision, change, and deprovision user accounts in accordance with corporate policies and procedures.
- Provide training to staff and users.
- Develop procedures and provide documentation for staff and user manuals.
- Upgrade existing PC hardware and software.
- Participate in the rotating on-call support program.
- Provide end-user support for the installation and support of applications.
- Provide technical support to hospital staff during business and after hours by participating in on-call rotation.
- Successful completion of a university or community college diploma in a health-related or computer technology program.
- Minimum 3 years' experience in a technical service desk role.
- Minimum 3 years' experience with expert-level proficiency in Microsoft, Windows 7, Windows 8, and Microsoft Office 2013, MS Server 2008/12, MS SQL 2008/12, and Citrix Desktop.
- Experience with Meditech and other healthcare information applications is an asset.
- Experience with troubleshooting and resolving computer hardware, printer hardware, peripherals, and E-Mail Systems issues is required.
- Experience in troubleshooting local and wide-area networks is an asset.
- ITIL Foundation experience and/or certification is an asset.
- A highly developed customer-service orientation.
- Excellent attendance and discipline-free record required.
We are a dynamic and innovative healthcare organization that values our staff, physicians, and volunteers. We are committed to providing high-quality patient care and demonstrating our values of compassion, professionalism, and respect.
We are a member of the Toronto Academic Health Science Network (TAHSN) and are deeply involved in research and academic collaboration.
We are dedicated to attracting and retaining a diverse workforce that represents the communities we serve.
We encourage applicants from all equity-deserving groups, including but not limited to, individuals who identify as Indigenous, racialized, seniors, persons living with disabilities, women, and those who identify as 2SLGBTQ.
We are committed to providing a safe and inclusive work environment.
