Service Desk Support Technician

**Position Details**:
**Posting #**: 27830
**Department**:DS-Infrastructure Client Svcs
**Employee Type**:Regular, Full Time
**If Temporary, Number of Weeks**:
**Union**:CUPE
**Openings Remaining**:1

**Schedule**:
**Work Days**: Monday to Friday
**Time of Day**: Days, Afternoons
**Shift**: 7.5 hour
**This position may be scheduled at any of the following sites**: Charlton Campus (Hamilton Downtown)

**Application Dates**:
**Opening Date**: 23/04/24
**Closing Date**: 30/04/24 Applications must be received online by 12:00 midnight on the Closing Date

**Position Description**:
***

**QUALIFICATIONS**
- Completion of Grade 12, plus minimum of 2-year post-secondary program in computer related field.
- Additional training and certification to include A+ Certification, Microsoft Certification, ITIL related training, Healthcare IT Tech certification or equivalent.
- Minimum six months experience in a related environment.
- Solid analytical/cognitive skills to troubleshoot complex and technical problems
- Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.
- Demonstrated capability to achieve results under pressure in a fast paced client driven environment.
- Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers.

**RESPONSIBILITIES**
- Provide initial (Level 1) technical assistance and support for incoming service incident requests and issues related to users. Examples include password resets, printer configurations, break/fix. Communicates with customers at all levels of technical and non-technical skills sets.
- Documents all pertinent user/customer identification information, including name, department, contact information, and nature of problem or issue or any additional information as required.
- Prioritize problems for resolution. Elevates complex (Level 2) and/or high priority problems to the appropriate specialized support groups for resolution and/or Supervisor/Manger if and as required.
- Accesses Internet websites, internal or external knowledge bases, and frequently asked questions resources to learn and aid in troubleshooting to perform required tasks.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform post-resolution follow-ups to incident and request if required. Follows up with end users to provide status updates.
- Recommends procedure modifications, ideas or improvements.
- Performs other related duties as assigned by Manager.

**WAGE RATE**:
Hourly: $28.82...$30.09...$31.36

**PLEASE NOTE**:
Vaccines (COVID-19 and others) are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Code.

**_ St. Joe’s fosters an environment where we celebrate diversity, where teams reflect the diversity of the community in which we serve, enhancing the connection to patients, clients, community, and each other._**
- St. Joseph’s Healthcare Hamilton (SJHH) is an equal opportunity employer and strives for equity, inclusiveness, and diversity in all our programs, practices, facilities, and people. We foster a culture of patient and staff safety where all positions comply and work in conjunction with the _Mission, Vision, and Core Values_ of SJHH._

**We thank all applicants for their interest, however, only those selected for an interview will be contacted. SJHH is committed to a barrier-free recruitment and selection process - please inform us should accommodation be required at any point in the recruitment process.**

**Vaccines (COVID-19 and others) are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Code.