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Desktop Support Analyst

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Toronto, Canada SickKids Full time

**About SickKids**:
Dedicated exclusively to children and their families, The Hospital for Sick Children (SickKids) is one of the largest and most respected paediatric healthcare centres in the world. As innovators in child health, we lead and partner to improve the health of children through the integration of healthcare, leading-edge research and education. Our reputation would not have been built - nor could it be maintained - without the skills, knowledge and experience of the extraordinary people who come to work here every day. SickKids is committed to ongoing learning and development, and features a caring and supportive work environment that combines exceptionally high standards of practice.

When you join SickKids, you become part of our community. We share a commitment and determination to fulfill our vision of _Healthier Children. A Better World_.

Don’t miss out on the opportunity to work alongside the world’s best in paediatric healthcare.

**Position Description**:
As a key member of the SickKids Research IT (RIT) Help Desk and Desktop Support team, you will be providing technical support to internationally recognized research scientists and their staff in a highly competitive and regulated academic research environment. Your responsibilities as Desktop Support Analyst include supporting research faculty, staff and trainees using Windows or macOS desktop and laptop computers. RIT’s responsive service delivery approach has grown our reputation for customer service excellence. You must have excellent oral & verbal communication skills and be a strong collaborative/team player.

**Here's What You'll Get To Do**
- Managing support tickets assigned to you, as well as monitoring the ticket queue to assist with requests that are applicable to your role.
- During high volume periods, answering the Research IT support line as required.
- Primary support technician for Microsoft Windows or Apple macOS
- Responsible for the purchase and setup of new computers, and troubleshooting software and hardware issues, replacing hardware as required.
- Maintaining standardized operating systems installation images and procedures, in accordance with information security policy.
- Configuring and troubleshooting connectivity to peripheral devices such as printers, research equipment, scanners, network-based services, etc.
- Tracking asset lifecycle and maintaining the Research Help Desk knowledge base and creating documentation that can be provided to users for common issues.
- Remaining current on latest trends in technology and providing input to the team in our efforts to remain current and aligned with our user's needs.
- On-going validation of the compatibility of computer hardware, operating systems, user software environment and back-end tools.
- Providing computer training to Research Institute staff, as required, within your area of expertise.
- Liaising with other IT groups at SickKids, as required.
- Other duties as assigned.

**Here's What You'll Need**
- Advanced knowledge of Microsoft Windows and/or Apple macOS.
- Minimum 4+ years' experience as a Computer Support Analyst or similar.
- Previous experience troubleshooting and repairing PC and/or Mac hardware.
- Effective communication, both written, and verbal, and strong listening skills.
- Strong analytical and critical thinking skills.
- Capacity to prioritize and complete multiple tasks effectively.
- Must have the initiative and ability to take ownership of assigned tasks and complete them to required standards and deadlines.
- Proven team player with strong interpersonal skills including ability to resolve conflicts with patience and diplomacy, achieve consensus and able to work comfortably with staff who have varying levels of comfort operating computers.
- Ability to work with mínimal supervision and is an effective team member and contributor.
- Practical experience with an ITSM such as, ServiceDesk Plus and ServiceNow.
- Strong customer service skills.
- Ability to thrive in a busy environment.
- Knowledge of ITIL service management frameworks.

**Skills or Experience Desired**:

- Practical experience with Ubuntu Linux
- Expert understanding of PC and/or Mac hardware set-up and configuration.
- Accreditation in your area of expertise, e.g.: Modern Desktop Administrator Associate (Microsoft) and/or Apple Certified Mac Technician (Apple)
- Practical experience using IT inventory tracking system.
- Experience with using and troubleshooting Office 365 with emphasis on MS Word, MS Excel and MS PowerPoint.
- Good understanding of TCP/IP Networks.
- Familiarity with Agile Concepts and Methodology (Scrum, Kanban)
- ITIL V4 Foundations certificate.

**Education**:

- Successful completion of college or university degree in Computer and Information Technology, Computer Science, related discipline, _or equivalent experience._

**Why would someone want to work here? What is exciting about this role?**

The Research Help Desk and Desktop Support Te