IT Help Desk

Job Summary

As a core member of the Ottawa Fertility Centre’s (OFC) team, the IT Help Desk is under the direct supervision of the Computer & Information Systems Manager. This position is responsible for supporting OFC physicians, management and employees with technical computer knowledge and hands on problem solving.

The IT Help Desk must maintain a high level of integrity and confidentiality when assisting employees of OFC.

Key Responsibilities:

- Provide support to all staff by answering inquires submitted to the helpdesk by:

- Responding to general IT service requests and provide technical support to employees as required.
- Analyzing, troubleshooting, and resolving system hardware and software issues for all employees, on-site; and
- Escalating issues as required in a timely manner, ensuring that escalation procedures are followed to efficiently resolve client issues.
- Manage the Helpdesk system by:

- Logging all client interactions in a Help Desk ticket.
- Assisting with monitoring and tracking of incident tickets to ensure a resolution occurs within the service level agreements.
- Provide support to deploying of new equipment and upgrades by:

- Deploying workstations, printers, scanners, and accessories.
- Tracking of equipment in a master asset database.
- Performing upgrades, installing, and configuring desktop and laptop computers; and
- Communicating and coordinating with IT systems suppliers for maintenance and upgrades.
- Manage end-user accounts, permissions, access rights, in accordance with policies and procedures, including deactivation of accounts by:

- Managing all requests for user changes, adding or deactivating user accounts as requested by management.
- Setting up accounts upon request during hiring process and provide training when required; and
- Managing access to shared network drives.
- Assist with IT projects as required by:

- Helping manage and coordinate IT procurements.
- Assisting in IT, system, process, and other projects as required; and
- Other duties may be added and/or assigned as needed
- Interact efficiently and accurately with multiple spreadsheets, databases, scripts, and other tools as necessary.
- Performs other related duties and contributes to special projects, as required.
- Performs work in accordance with relevant provincial and federal legislation (Ontario Health and Safety Act, Employment Standards Act, Ontario Human Rights Code, AODA, etc ) and participates in any training when required.
- Follows Standard Operational Procedures (SOPs) and the Policies and Procedures at OFC
- Safeguards all confidential information obtained and/or used during work and takes reasonable precautions to protect the privacy of clients, co-workers, physicians, and management.
- Must be willing and able to work overtime after hours on occasion when required.

Physical and Mental Demands
- Ability to sit for long periods of time at a desk
- Answering the phone and making phone calls multiple times throughout the workday
- Typing and screen time for long periods of time
- Maximum of lifting 50lbs on the rare occasion
- Remaining focused on the task, and multitasking
- Mental stamina to deal with complex issues
- Disseminate information daily
- Ensure accuracy of documents and information
- Provide accurate direction
- Dealing with staff; de-escalation and solution focused conversations to appropriately deal with the situation in a professional manner

 Qualifications and Experience
- College diploma or University degree with curriculum focused on computer science/technology
- Experience and formal/informal training combined with demonstrated performance and ability may substitute for stipulated academic/experience requirements
- Previous Technical Support Experience is an asset

Knowledge, Skills and Abilities
- Must have excellent communication, problem solving, and analytical skills
- Must have positive “can-do” attitude, eagerness to learn, and reliability
- Ability to effectively prioritize and multitask under pressure
- Ability to work independently and in a team
- Ability to explain technical concepts to non-technical users in a concise and respectful manner

Technical Requirements:

- Strong knowledge of Windows 7-10 OS
- Experience with Microsoft Server Platforms
- Experience with Office 365 and Office 2007-2019
- Knowledge of Active directory, DNS, and Group Policy
- Experience with OSCAR EMR an asset
- HTML experience an asset
- Remote support experience
- Knowledge of VPNs and their role in remote work
- Computer set up
- Network troubleshooting
- Computer upgrades
- Videoconferencing software
- Ticket management
- Troubleshooting Android & iOS mobile devices
- Deployment and testing of new software
- Writing IT instructions

The Ottawa Fertility Centre is committed to accessible and equitable employment practices. If you require an accommodation to participate in the recruitment and selection process, please inform Human Resources to discuss your indivi