CritiCall Helpdesk Technician

Description HELP DESK TECHNICIAN Reference #: 2026-6Strong. Proud. Uplifting.At Ornge, we believe that ordinary people can do extraordinary things.Each day, we connect communities with critical care across Ontario, Canada. In the air and by land, our teams deliver equity in emergency response, uplifting the lives of those in our care. We are excited to onboard individuals who bring energy, enthusiasm, and professionalism to our growing group of difference-makers and life-changers.Discover Ontario, Canada, and an exciting career with Ornge.Position TitleHelp Desk TechnicianDepartment/SectionCritiCallEmployment StatusPermanent Full TimeTargeted Salary Range$60,639.60-$72,009.53Work ModeHybrid (2 Days Per Week)Existing VacancyYesLocation1725 Upper James St., HamiltonHours of Work37.5 hours/weekPosting Open DateJanuary 19, 2026Posting Close DateFebruary 2, 2026The targeted salary range is supplemented by a competitive total rewards package. The salary offered to the successful candidate will consider a wide array of factors such as the individual’s skillset, level of experience applicable to the role and internal equity considerations.Uplifting Your Career at OrngeThe Help Desk Technician providesfirst-level technical support to province-wide application users, CritiCall Ontario Call Centre staff, and Ornge employees. This role is essential in ensuring the reliability, security, and availability of technology systems that support timesensitive healthcare coordination across Ontario.Key Accountabilities:Provide on-call first-level technical support for applications, systems, and hardware used by CritiCall Ontario and provincial healthcare stakeholdersTroubleshoot and support enterprise applications including CCIS, PHRS, CORD BI, Microsoft Dynamics, VPN, SFTP, MS Office, Windows OS, and related systemsSupport hardware including PCs, laptops, servers, mobile devices, network equipment, call centre headsets, and peripheralsMonitor, log, track, and resolve incidents using a ticketing system while meeting defined service-level expectationsManage HL7 messaging and VPN connectivity between hospitals and provincial systemsEnsure compliance with PHIPA and organizational security standards when handling sensitive informationCommunicate effectively with internal teams, hospitals, vendors, and external stakeholdersParticipate in testing, evaluation, and implementation of new systems, hardware, and software solutionsQualifications:Post-secondary diploma or degree in Computer Science, Networking, Computer Security, or a related field, or an equivalent combination of education and experienceMinimum 3–4 years of experience providing technical or help desk supportStrong troubleshooting, analytical, and problem-solving skillsExperience supporting Windows OS, MS Office, VPNs, antivirus software, VOIP, and enterprise applicationsHands-on experience supporting PCs, servers, networking equipment, printers, mobile devices, and Apple devices Advanced computer proficiency (MS Word, Excel, PowerPoint; database systems)Experience with ticketing systems and vendor escalation processesExperience in healthcare, aviation, or other highly regulated environments is considered an assetEntry to intermediate IT certifications (., Microsoft Azure Fundamentals, CompTIA A+) are considered an assetTotal Rewards:Comprehensive Health, Dental and Vision Benefit Plan.24/7 Employee and Family Assistance Program.Premium Defined Benefits Pension Plan Automatic Enrollment.Three Paid Personal Days (Pro-Rated for Year 1).Accrued vacation time starting at three weeks per year.PERKS Employee Promotional Programs relating to personal phone plans, furniture, home/car insurance, travel, fitness,attractions and moreTuition reimbursement and opportunities for learning and development. At Ornge, we are:Community connectors.Equity in healthcare.Strong in our convictions.Proud of the services we provide.Uplifting in our mission, values, and services.You can expect us to be:Competitive in pay, benefits, vacation time and more.Promoters of diversity.Champions of inclusivity and accessibility.Committed to your career advancement.A tight-knit, supportive culture.A bit about you:You are driven by our collective desire to make a difference.Excited by problem solving and excels at in-the-moment decision making.Teamwork has always been where you thrive.You are ready to put your skills into action in a fast-paced environment.