Help Desk

Overview:
Join a hospital where everyone makes a difference Cambridge Memorial Hospital (CMH) is a thriving community hospital that proudly provides acute care services including: Emergency, Surgery, Medicine, Women’s and Children’s Health, Intensive Care, Mental Health, and Inpatient Rehabilitation.

Our vision is to **_creating healthier communities together_**_._ Our dedicated and skilled staff are passionate about providing outstanding patient-centred care, and an exceptional patient experience to residents of the Waterloo Region and beyond.
- Healthcare of Ontario Pension Plan (HOOPP)
- Group benefits, including health and dental, for full-time employees
- Employee and Family Assistance Program
- Leadership and Quality Improvement Curriculum
- Career Development & Education Grant
- Wellness, & Wellbeing Program
- Diversity, Equity and Inclusion Initiatives

**Job Description**:
**Position Summary**:
As a key member of the Information Management Technology (IMT) team, the Help Desk & Hardware Technician is responsible for providing 1st level and 2nd level support for IT Services to Cambridge Memorial Hospital and its partners. The incumbent will rotate coverage of the helpdesk between the business hours of 8:00 - 5:00 and will perform Hardware Technician duties when not providing Help Desk Support. These duties cover support, install, maintain and troubleshoot computers, thin clients, printers, monitors, scanners, telephones, cell phones and pagers. The Hardware Technician is responsible to track issues through to resolution and update the internal knowledgebase, escalating issues to other appropriate support teams. On Call after business hours support is part of the duties of this role which rotates through five IT support staff on a rotating schedule.

Work will involve both implementation and operational assignments and will require following accepted project management methodologies and ITIL process flows. The physical demands of the role may include but are not limited to prolonged sitting, standing, walking, bending, lifting, pushing and pulling. This position contributes to ensuring there is a safe environment for patients, staff and visitors.


**Key Accountabilities**:

- As a Help Desk Analyst you will be the primary point of contact for our clients (both internal and external) for resolving software and hardware problems, telephony requests and answering IT policy questions. In this position you will bring both your technical expertise and business knowledge to the Helpdesk. You will manage the flow and resolution of trouble tickets or will escalate to the appropriate level 2 or 3 resource for resolution.
- As a Hardware technician you will install, configure, maintain, test, monitor and troubleshoot end user devices, peripherals and network equipment.
- Preform daily operational checks including backup related tasks and basic server troubleshooting including connecting to servers, identify stopped services and restart services to return full functionality to end users.
- Provide 7/24 support on a rotational basis between 5 staff. Respond to emergency calls and work orders after business hours and weekends via remote access or travel on site for issues impacting business workflow.
- End user training and support to new staff on account access issues, software usage, and peripheral device access and usage.
- Support connectivity for offsite users. Support /troubleshoot software problems by remote connection to user. Recommend and implement corrective solutions.
- Coordinate the release of the loaner equipment pool to end users. Ensure returned equipment is operational for the next user.
- Maintain documentation and inventory of hardware and software, document instances of hardware failure, repair, installation and removal and return to vendor for resolution. Keep and maintain third party contact numbers
- Must be available after hours for scheduled system changes which are performed to reduce service interruption to the end user community.

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**Skills & Qualifications**:

- Post-secondary education in Information Technology and/or 3 years of direct Help Desk and Desktop Support experience.
- Excellent technical knowledge of current desktop computing, hardware and operating systems including MS Windows and Apple IOS, printing and peripheral devices.
- A+ Certification - Extensive experience in hardware support.
- Introductory level knowledge of networking protocols. Network + Certification (an asset)
- Very strong customer service orientation skills and experience is required.
- 3-5 years’ Help Desk support experience in a hospital environment an asset
- Outstanding written, oral, interpersonal, and presentational skills.
- Analytical and problem solving abilities and be able to prioritize and execute tasks in a high-pressure environment.
- Ability to operate tools, components, peripheral accessories and be able to read and understand technical manuals and documentation.
- Highly se