Desktop Support Analyst

**Desktop Support Analyst**:
**Position Details**:
**Department**: DS-Infrastructure Client Svcs
**Employee Type**: Regular, Full Time
**If Temporary, Number of Weeks**:
**Union**: Non-Union
**Openings Remaining**: 1

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

**Application Dates**:
**Opening Date**: 27/04/23
**Closing Date**: 04/05/23 Applications must be received online by 12:00 midnight on the Closing Date

**Position Description**:
***:

- The role of the Desktop Support Analyst is to:
- Deliver desktop support to SJHH's 3 Campus sites as well as SJHH partner sites and projects via phone, technology and/or desk side
- Set technology standards and improve desktop processes

**QUALIFICATIONS**:- Graduation from an equivalent relevant IT formal education program
- Minimum 3 years pertinent Desktop technology support experience
- Competency in core Microsoft Office system products
- Working knowledge and experience with mobile devices such as iPads, iPhones, Blackberry's, etc.
- Working knowledge of a range of diagnostic utilities
- Advanced knowledge of personal computer operating systems hardware and peripherals.
- Effective listening and comprehension skills to interpret user requests and resolve support problems.
- Proven written and oral communication skills for helping/instructing customers.
- Customer service orientation to work in a demanding customer-oriented environment.
- Creative insightful thinking is crucial to this role due to the need to discover the root cause and appropriate solutions.
- Able to handle multiple requests and prioritize work in a diverse and complex environment.
- Ability to conduct research into a wide range of computing issues.

**RESPONSIBILITIES**:

- Resolves (Tier 2) issues related to specialized areas such as:
- Advanced features of SJHH standard software
- Application printing/network queues
- Troubleshoots and contacts vendors to repair/resolve network connectivity issues related to name resolution and jack activation.
- Establishes organization wide software and hardware configuration for desktops and investigates and resolves complex malfunction issues with PC's printers lap tops copiers and peripherals.
- Evaluates and recommends upgrades to desktop and portable computers and provides advanced knowledge on functionality of various options.
- Initiates warranty or maintenance renewal contracts with vendors and reviews service level agreements.
- Advises departments on unique non-standard hardware and peripherals.7. Co-ordinates small projects e.g. configures and deploys PC upgrade for a department or project.
- Advises and recommends solutions to users with unique requirements within technological limitations
- Recognizes problem trends and performs preliminary analysis of problems affecting the user community and proactively escalates the issue for resolution within Operations or Applications teams.
- Develops and designs User Acceptance Testing criteria for enterprise-wide desktop solutions.
- Co-ordinates departmental responsibilities for New Hires, Moves, etc with respect to all technology set-up.

**HOURS OF WORK**:
Monday to Friday; Days

**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.